1)Abe's boss reprimanded him for being late several times when making deliveries on his new truck route. Abe told him, "I want to be on time - it's no fun having angry customers - but this new route is complicated. You can get me a GPS, someone to ride along and navigate, or give me fewer deliveries until I know my way around better, but you have to do something to compensate for my being unfamiliar with the area. It slows me down."

Which of Abe's statements represents an interest?

"Get me a GPS."

"I want to be on time."

"Get me someone to ride along and navigate."

"Give me fewer deliveries."

2) Which of the following is a reason for repeating a stage of a conflict resolution process?

To help clarify parties' interests

To select a new method of conflict resolution

To delay agreement

To encourage parties to change their positions and interests

3)Which of the following is an assumption of the win-win approach to conflict resolution?

The process should focus on the parties' positions rather than their interests.

All parties can gain from the resolution of the conflict.

Limited resources have to be split between parties.

For every gain by one party, there is a loss by another party.

4)Which of the following statements regarding an impasse is true?

Some believe there is no such thing as an impasse.

All of the answer choices are correct.

A few interests out of many may reach an impasse.

An entire conflict may reach an impasse.

5)Which of the following is a way toorder options by priority?

By importance to both parties

By parties' demands

By the generalbrainstorming list

By each individual's generated list

6)Joe borrowed his father's car to go to a football game, and got into an accident on the way home. When his father, Devon, found out, he was very upset, and the two got into an argument over who was responsible. Devon demanded that Joe take the car to the shop and pay to have it fixed right away, but Joe said that if he did that, he wouldn't be able to afford to go to any of the school dances.

At that point, Joe's mother stepped in.

Which of the followingstatements would be the best demonstration of active listening by Joe's mother?

"Devon, honey, don't be so hard on Joe. He's only a kid!"

"Devon, I understand why you are so upset with Joe and want him to pay for the repairs."

"Devon, school dances are extremely important to our children. We can't prevent Joe from going that's too harsh!"

"Joe, you wrecked your father's car. You should take responsibility for your actions."

7)Which of the following is the first part of an effective assertive communication statement?

Empathy/validation

Suggestion of solution

Summarizing

Setting ground rules for conversation

8)Which of the following best describes a likely reason that a facilitative mediator would call for a private meeting?

Private meetings are a standard part of all conflict resolution processes.

The mediator wants to suggest a solution to one of the participants.

The mediator wants to encourage the participants to make concessions.

The mediator noticed that a person is uncomfortable with the process.

9)Which of the following interest types is considered non-negotiable in conflict resolution?

An interest that is a value tied to a person's sense of self

An interest that requires the other party to make too much effort

An interest that is not disclosed at the beginning of a mediation

An interest that is very specific regarding what is needed or wanted

10)Which of the following describes a balanced agreement?

An agreement that makes all parties feelthat their needs have been satisfied

An agreement that meets all the needs of one party

An agreement that meets an equal number of needs from each party

An agreement that meets the most important need of each party

11)Which of the following is the best outline for aproblem statement?

How can we decide if Party A's or Party B's needs are more important?

How can Party A's needs be met without Party B becoming upset?

How can we meet all of Party A's needs while still meeting some of Party B's needs?

How can we meet all of Party A's needs, as well as all of Party B's needs?