1. Which type of conflict is often emotional and involves perceptions about a co-worker's character, motives, or personality?

Substantive conflict

Affective conflict

Warranted conflict

Irrational conflict

2. A good method to deal with a complainer is to:

Tell them that complaining is unproductive.

Steer them to the facts of the situation and stress the positive.

Encourage them to talk to staff about their concerns.

Tune out their negative talk.

3. True or False: You should manage all conflicts you encounter on your own without the aid of others.

True

False

4. What are "I" statements?

Statements that present your side of a conflict

Statements that tell the person what they are doing wrong

Statements that help you empathize with another person

Statements that explain how you feel

5. Which statement is the LEAST judgmental?

"I think it would be better if we do it this way."

"You're doing it all wrong."

"You always try to get out of doing work."

"Why are you doing it like that?