1) Encouraged by their new perspective on Dorian's behavior, Dr. Jobst askedMrs. Ross, Stan, and Eliza to begindiscussinghow to deal with Dorian's issues.

After hearing a few of Mrs. Ross's suggestions,Stan began to feel frustrated. "The first thing we need to do ishave Mrs. Ross stop making Dorian feel bad by punishing him for his size."

"That isn't what I'm doing!" Mrs. Ross objected. "I have to be able to keep kids from hurting each other if they fight, regardless of who they are. And I have to teach them that their actions in class have consequences."

Dr. Jobst said, "I think we can all agree that we don't want Dorian to feel badly about dealing with his grandpa's death or to feelsingled out if he's being punished. If he feels better, then his classroom behavior will improve. Can we agree to try to focus on that?"

Stan, Eliza, and Mrs. Ross agreed.

Dr. Jobst is hoping to create interest-based negotiation instead of positional bargaining. Which of the following is a goal of interest-based negotiation?

• Creating a legally binding agreement
• Allowing the parties to express their anger in a controlled environment
• Convincing one party to agree with the other party's position
• Addressing the needs underlying the parties' positions

2) As they talked, Stan realized that he needed to get something off his chest. "I'd like to come back to something important to me," he said. "This is hard for me to talk about, but I'm a big guy, and when I was Dorian's age, I was blamed for being a bully when I was just having fun and playing. I don't want Dorian to be embarrassed about being big, so before we do anything, I really need to know he's not being discriminated against."

Mrs. Ross was quick to reply. "I understand that it can be tough for kids who are bigger than their peers when they get singled out"

Stan jumped on her words. "So you admit that you were singling Dorian out because of his size? Would you have just let the fights go if he wasn't as big as he is?"

Mrs. Ross was indignant. "No, not at all!" she said. "I've been teaching for many years don't assume that I don't know the difference between horseplay and a dangerous situation."

Feeling her face get hot, Mrs. Ross took a deep breath and continued. "I just meant that I understand that people feel badly because they are singled out sometimes. It happens to lots of kids for lots of reasons, but I always watch for it in myself and others."

She sat back, her face still red. The mood in the room was tense for a long moment. Then Stan shook his head, embarrassed.

"I'm sorry," he said. "It's just something I'm sensitive about for Dorian. And I think I'm still sensitive about it for me, too. I didn't mean to blow up."

Which of the following was a de-escalating statement in this situation?

• "Would you have just let the fights go if he wasn't as big as he is?"
• "So you admit that you were singling Dorian out because of his size?"
• "I've been teaching for many years don't assume that I don't know the difference between horseplay and a dangerous situation."
• "I just meant that I understand that people feel badly because they are singled out sometimes."

3) Wanting to move on after the discomfort of her husband's tiff with Mrs. Ross, Eliza asked Dr. Jobst for advice on how to help Doriangrieve the loss of his grandfather. "We've never dealt with the death of a family member before," she said.

Dr. Jobst had a lot of thoughts about this subject and was eager to discuss productive methods for managing grief, but she knew there was something she needed to do first.

"Before we get into that,"the Dr. Jobst said, "I'd like tomake sure everyone's ready tomove on. Let's take a moment to all check in.Is there anything else thatwe haven't covered that might be going on in this situation? Stan and Eliza, is there anything youneed to understand about what Mrs. Ross has observed?Mrs. Ross, do you have any other concerns you think Dorian's parents need to know about? I don't want us to move on unless we know we all have everything we need to start working on a plan."

Dr. Jobst is trying to confirm and increase the parties' comfort with the session by __________.

• explaining the ground rules
• listening actively
• outlining the process
• doing a process check

4) Mrs. Ross raised her hand when Dr. Jobst asked if there were any unaddressed concerns.

"With the number of children I have in my class, I'm not sure how much time I can devote to Dorian one-on-one. I want to help him, but I have an obligation to all my students. I can't devote time to him if that lets the other students go unsupervised."

"I don't want you to have to do that either," said Stan. "Dorian would feel singled out and embarrassed by it. Whatever we decide to do, it has to help him but allow you to do your job."

He looked at his wife. "And whatever we decide," Eliza said, picking up where he left off, "wehave to feel comfortable with it."

"Well," Dr. Jobst said, "it seems like this might be the time to start really brainstorming solutions. I think it would be best if we could all use the same terminology here, so I'd like to quickly explain two essential ways of thinking about a conflict: zero-sum and win-win."

Select the statement that describes win-win thinking.

• "This is when we consider whether the proposed solutions are desirable for both parties."
• "This is when we determine whether the proposed solutions are feasible for both parties."
• "This is when we focus on a solution that is satisfactory to both parties."
• "This is when a gainfor one party relies ona loss for the other."

5) Dr. Jobst asked Mrs. Ross, Stan, and Eliza to start thinking of some ways to help Dorian. "Let's brainstorm some ideas. Whatever comes to your mind, let's get it on the table,"she said.

Eliza said, "I'd like to see Dorian engage in some leadership. Can he be the teacher's assistant for a week or something?"

"Sometime at the beginning of class to just draw could be useful,"Stan suggested.

"We could have theschool psychologist come speak to the class," Mrs. Ross said.

"That's the best idea put it at the top of the list," Stan said.

At which point in the conversation did the parties step out of the brainstorming process?

• Eliza said, "I'd like to see Dorian engage in some leadership. Can he be the teacher's assistant for a week or something?"
• "That's the best idea put it at the top of the list," Stan said.
• "We could have the school psychologist come speak to the class," Mrs. Ross said.
• "Some time at the beginning of class to just draw could be useful," Stan suggested.

6) Stan and Eliza talked privately for a few minutes and then said, "We want Dorian to get the best help he can to deal with his feelings about his grandfather's death. We're willing to take him to see a grief counselor, and to really spend some time helping him understand that he can't take his feelings out on his classmates. Hopefully, before too long, his behavior will settle down. Butif a fight starts, we'd also likeMrs. Rossto agree togive him five minutes alone to calm down before she punishes him."

"Wait,"said Mrs. Ross, "I know we've already discussed a number of options, but I think we missed something. Can we go back to brainstorming?"

"Ifeel like we've been throughall ofthis already,"Eliza said. "What else can we add?"

Sensing that they were frustrated, Dr. Jobst stepped in.

"Remember that conflict resolution is often like this,"she said. "It's normal to return to previous stages of the process before everyone's satisfied."

As it turned out,Mrs. Ross just wanted to add one option to the list of possible solutions. Oncethey'd talked through their options again, Mrs. Ross was confident that they could proceed.

The actof repeating stages various times is why conflict resolution is a(n) __________ process.

• complex
• stagnant
• redundant
• iterative

7) With just a few minutes left in their scheduled session, it looked like the Johnsons and Mrs. Ross were comfortable with the decision that they had all come to. Dr. Jobst did a final process check and, when she was certain that their agreement was satisfactory for all parties, drafted a formal agreement.

As everyone signed the agreement, Dr. Jobst was glad to see that the group was feeling optimistic about Dorian's prospects. And she was particularly pleased at how civil and constructive the negotiation had been. In the past, she'd had to use all manners of communication strategies to get the parties on the same page.

Which of the following describes the assertive communication style called "fogging?"

• Taking a break to cool off after a provocative eventto allow a person tocalm down before continuing the discussion
• Deflectinga piece ofnegative criticism by accepting some part of it as true, while also asserting the right to choose your response
• Shifting the discussionto focus onthe listener's behaviorwhen he or she is avoiding engagementwith the speaker.
• Declaringtothe other party what you hope to get out of the conflict resolution process