• Each multiple-choicequestion has four responses.
• You are to answer all questions.
• There is only one right answer.
• On completion, submit your assessment to your assessor.
1. What is the best definition of ‘conflict’?
(a) Conflict is a fight between two individuals that occurs in the workplace.
(b) Conflict is a verbal disagreement between two individuals, or within a group or team about job roles and responsibilities.
(c) Conflict is a disagreement between two individuals, or within a group or team about peoples’ expectations or goals.
(d) Conflict is when two individuals are unable to reach a compromise in the workplace.
2. What is a potential cause of conflict between team members?
(a) Drunk and disorderly patrons.
(b) Differences in values and ethics.
(c) Problems with suppliers.
(d) Poor quality products.
3. What is the correct order for the five stages of conflict?
(a) Discomfort, incident, misunderstanding, tension, crisis.
(b) Discomfort, misunderstanding, incident, tension, crisis.
(c) Discomfort, incident, tension, misunderstanding, crisis.
(d) Misunderstanding, discomfort, incident, tension, crisis.
4. What resources are available within an organisation to help you resolve a conflict situation?
(a) None. It is best to resolve conflict on your own.
(d) Mediators, such as human resource personnel.
5. You witness two employees shouting and swearing at each other. One starts to poke the other in the shoulder with their finger. What stage of conflict is this?
6. Which conflict situation has the potential to threaten the safety of customers or colleagues?
(a) Responding to a difficult customer who has complained several times during your shift.
(b) Dealing with an intoxicated customer who refuses to leave the premises.
(c) A supplier unhappy with the new delivery and receipt procedures.
(d) An ongoing disagreement between two employees regarding clean-up procedures.
7. What techniques can you use to establish and agree on the details of a conflict situation with all parties involved?
(a) Use a compromising style of communication to create a better understanding of all sides of the issue, leading to changes in behaviour.
(b) Conduct a mediation session in an informal meeting held in a meeting room to ensure discussions are open and honest.
(c) Discuss the situation away from others, ask questions and actively listen to their responses.
(d) Interview all parties individually to gain their perspective, then gather all parties together to share causes and concerns.
8. When identifying causes of potential conflict situations, which statement is true?
(a) Pay most attention to voice tone, as anger is largely conveyed in how things are said rather than the words used.
(b) Listen to the words people say. It is what is said that will give the most clues to the underlying cause of a potential conflict situation.
(c) Focus on non-verbal communication, not just the words people use. Body language and voice tone convey a lot of information.
(d) Unless people tell you they are upset, it is hard to recognise potential conflict situations.
9. Why is it important to identify and deal with conflict as soon as you notice it?
(a) Colleagues will expect you to.
(b) It is not really that important to deal with it early, as long as you eventually get to it.
(c) It is a chance to prove your views are right.
(d) It is less likely to escalate and will minimise any potential effect on colleagues, customers and the organisation.
10. Which conflict resolution style would you use in situations when a decision needs to be made quickly and decisively?
11. A customer tells you they are unhappy with a product they purchased in your establishment. Who is responsible for resolving this situation?
(b) Human Resources.
(c) Your manager.
(d) Your work team.
12. The customer is upset and is starting to yell. What is the best thing you can do?
(a) Walk away from the situation and allow the customer time to calm down.
(b) Call the police. You need to control this situation quickly before it escalates.
(c) Start to raise your own voice, so you can be heard over the customer. You need to regain control of the situation before you can start resolving it.
(d) Ask the customer to accompany you to a quiet area away from others, so you can discreetly and courteously deal with the situation.
13. The customer is demanding a full refund and compensation for the product they are complaining about. You offer the customer an immediate refund but you cannot offer compensation as you do not have authority to do this. The customer angrily rejects your offer. What do you do?
(a) Offer the refund again and explain why you cannot give them any form of compensation.
(b) Contact your supervisor or manager for assistance.
(c) Offer compensation to appease the customer and explain it to the supervisor later.
(d) Contact the product’s supplier and request them to offer the customer compensation as the product is their responsibility.
14. Which situation has the potential to become a legal liability and affect the reputation of the business?
(a) A customer complaint about slow service.
(b) Grievances involving claims of bullying and harassment.
(c) Staff disagreeing over project timelines.
(d) An employee dissatisfied with their roster arrangements.
15. What organisational policies and constraints could assist you when resolving conflict?
(a) Staff rosters, including what time staff are due to finish their shift, and assigned job roles at the time the incident occurred.
(b) Budgets, refund, return, exchange and grievance policies and procedures.
(c) Budgetary constraints and financial procedures for processing sales transactions and returns.
(d) Legal reporting requirements, operational standards and industrial relations procedures.
16. How do you evaluate available options to determine the best solution for resolving a conflict?
(a) Evaluate each option of each party’s stated needs and desired outcomes and how they will react to an alternative solution.
(b) Determine if there are any potential legal consequences and the short- and long-term costs to the business.
(c) Evaluate who proposed each option and how it supports their desired outcomes.
(d) Analyse positives and negatives of each option, if it is fair and reasonable to all concerned and their impact on all parties involved and the business.
17. What techniques can you use to help ensure successful implementation of a solution to a conflict situation?
(a) Take responsibility for implementing required actions and communicate actions to affected parties.
(b) Monitoring actions of all parties before, during and after implementation to ensure adherence to all new rules and procedures.
(c) Develop clear written instructions and guidelines for all affected parties outlining everyone’s roles and responsibilities in the resolution process.
(d) Ensure all organisational policies and procedures are updated and circulated to all staff members, including those involved in the conflict situation.
18. What documentation would you most likely need to complete after handling a conflict that involved having security escort a drunk and abusive customer off the premises?
(a) A customer complaint register.
(b) An employee grievance procedure.
(c) An incident report.
(d) A first aid report.
19. What should you do after actions to resolve a conflict situation have been implemented?
(a) Follow up with all parties involved to ensure the conflict is resolved and they are satisfied with the outcome.
(b) Keep monitoring the situation for at least six months to ensure that it does not flare up again and disrupt the workplace or customers.
(c) Evaluate the outcomes of the strategies used and monitor the legal implications in case the situation arises again.
(d) It is impossible to predict when conflict will occur.
20. What does the phrase ‘treat conflict as an opportunity to learn’ mean?
(a) You can tell others how you think they can improve their communication skills to avoid or reduce future potential situations.
(b) Use the conflict situations to evaluate and improve current business practices and your own communication and conflict resolution skills.
(c) You can completely eliminate conflict from your organisation by learning how to use conflict resolution strategies effectively.
(d) Use conflict situations to determine the viability of your organisational and human resource procedures.
21. You notice an increase in customer complaints after changing your refund policy. What workplace or organisational adjustments would you suggest to best resolve this situation?
(a) Suggest management review the refund policy.
(b) Retrain your staff to ensure they understand and can apply the policy correctly.
(c) Discuss the increase in complaints at the next management meeting and let management decide what to do to address it.
(d) Do nothing. It always takes a while for new policies to be accepted.
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