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Test Types of conflict: [hot] and [cold]
Agenda
1st QUESTION: What are the two main categories for classifying conflicts according to the text?
Rational and Irrational
Hot and "Cold"
Personal and Professional
Internal and External
2nd QUESTION: What defines a "hot" conflict?
High emotional intensity, they are visible and manifest with shouting matches or verbal aggression
Lack of communication and passive-aggressive behavior
Be subtle and difficult for others to detect
Problem avoidance and silent resentment
QUESTION 3: What is the key strategy for managing a "hot" conflict?
Proactive communication to get the person to open up
Logic and presentation of objective data
Ignore the problem until emotions calm down
Empathy, with the aim of helping the person calm down and move from an emotional state to a logical one
QUESTION 4: What are "cold" conflicts based on?
In high emotional intensity and shouting matches
In direct confrontation between the parties
In lack of communication, problem avoidance and passive-aggressive behavior
In need of an immediate solution
QUESTION 5: What is the correct approach to resolving a "cold" conflict?
Empathy to calm the parties
Be proactive and communication-oriented to encourage people to open up
Ignore the conflict, as it usually resolves itself
Wait for it to become a "hot" conflict before addressing it
QUESTION 6: Why is it dangerous to ignore a "hot" conflict?
Because emotions can get out of control and conflict can escalate to a destructive level
Because lack of communication can damage team trust
Because it demonstrates a lack of leadership
Because it can become a "cold" conflict
QUESTION 7: What can happen if you use too direct an approach when trying to resolve a "cold" conflict?
The person may become even more closed off, making resolution difficult
The person will become more aggressive and the conflict will become heated
The person will feel more understood and will collaborate
The conflict will be resolved more quickly
QUESTION 8: What is the common ultimate goal in resolving both "hot" and "cold" conflicts?
Encourage emotion so that people can express what they feel
Determine a winner and a loser
Moving from emotion to logic to find an equitable solution
Minimize communication between parties
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