1)Amy approached Carl and asked if she could speak with him for a few minutes. Carl agreed.

Amy said, "Carl, I was really tempted to have this talk with you a couple of days ago, right after you said something I found incredibly offensive and hurtful. But I thought that maybe I should cool down a bit before bringing the issue up so that I didn't make things worse."

Carl said, "I appreciate that. Writing that post while I was upset caused a lot of problems."

Amy continued, "There are some things you've said that have really offended me, and they're kind of hard things to talk about. I want you to know that I'm not trying to change your mind, though. I just want us to work together, and I think we need to hear and understand each other better to do that."

Amy has initiated a courageous conversation with Carl. By assuring Carl that she will not try to change his mind even though she disagrees with his views, she is practicing the technique of __________.

listening actively

suspending judgement

avoiding assumptions

2)After having their difficult conversation, Carl and Amy discussed ways in which their interpersonal conflict has rippled throughout the neighborhood.

Carl said, "I think we see the world very differently, Amy, but I can respect our differences. Ithink the larger issue is that the conflict has affected our friends and community as a whole. We both seem to have people who think like we do in the neighborhood, and by getting them to take sides, a real split has developed."

Amy agreed, saying "You're right. We might not have needed this stakeholder process about the light rail if the community hadn't already been fractured. Maybe we can start mending things by talking with neighbors and seeing what they think not just about the light rail, but about the relationship between our two sides."

Amy and Carl are beginning to look at their dispute from a Third Side approach. Select the true statement about this approach to conflict resolution.

The Third Side approach involves direct parties only.

The Third Side approach considers the interests of others outside of the active parties.

The Third Side approach helps speed up the resolution process.

The Third Side approach is typically facilitated by the local government.

3)Carl and Amy decided that they wanted to start a regular forum for community members to discuss conflicts and disagreements in productive ways. They considered the idea of an informal community discussion night each month.

Amy said, "Before we do that, we should ask if Daniel and his mediation center can give us some training or facilitation help with meetings. I wouldn't want a discussion group to become just another venue for arguments."

Carl agreed, adding, "We'll need some formal rules, I think. In the best cases, the conflict resolution stuff alone will keep things calm, but we need a way of letting people know when they're out of line. There are certain things that just can't be tolerated in these types of meetings."

Amy said, "And if disputes come up that can't be handled by the group, we can ask Daniel's center to mediate."

"I agree," said Carl, "but I really hope we can keep things from getting that far in the future, just by changing the way we all deal with each other."

Amy and Carl have continued to consider the Third Side in their conflict. Select the statement that relates to the Third Side function of containing conflict.

"...if disputes come up that can't be handled by the group, we can ask Daniel's center to mediate."

"...we need a way of letting people know when they're out of line."

"...we should ask if Daniel and his mediation center can give us some training or facilitation help with meetings."

"...I really hope we can keep things from getting that far in the future, just by changing the way we all deal with each other."

4)Afew days after their conversation, Carl and Amy returned for another stakeholder meeting to discuss a proposed solution to the light rail dispute.

Ted, one of the opponents of the light rail station, said to Carl, "I can't believe you're not standing more firmly against this proposal. It provides some additional police patrols and security, but you and I know that the only way to keep the neighborhood safe is to stop that station."

Carl replied, "Ted, I understand that you think this proposal doesn't seem to go as far as it could, but I think a lot of people just won't support a stronger one. We've heard from everyone, and I think it's important that we come to some kind of resolution here. If we need to make changes later, I want us to be able say we tried something to see if it would work."

Which of the following characteristics of consensus-based decision making does Carl's statement reflect?

Consensus does not require complete or equal agreement from all parties.

Consensus-based decision making is decided by vote.

Consensus-based decision making tends to be more time-consuming than other forms of decision making.

Consensus-based decision making transforms relationships.

5)During the discussion of the proposal, Amy and Carl found they had some strong disagreements about various features.

Amy said, "Carl, I can't understand why you don't support this first point."

Carl replied, "Amy, when you say you don't understand, I'm confused because I think I've given some strong reasons why already."

"Okay. Maybe it's better said that I strongly disagree with your reasons for disagreeing."

Amy and Carl both laughed. Amy said, "Seriously though, I just have a hard time making myself comfortable with the way you think sometimes."

"If I hear you right," said Carl, "you find it frustrating to think of my interests or perspectives as important. Is that correct?"

Amy said, "Yes, but I'm trying. I want us to stay focused on solving the conflict rather than on the differences between us. Can you tell me in a bit more detail about why you oppose this point?"

Daniel noted to himself that Amy and Carl effectively prevented further conflict by using several resolution techniques. Which of the following statements is an example of separating people and problems?

"...I just have a hard time making myself comfortable with the way you think sometimes."

"...I'm confused because I think I've given some strong reasons why already."

"...you find it frustrating to think of my interests or perspectives as important. Is that correct?"

"I want us to stay focused on solving the conflict rather than on the differences between us."

6) Ultimately, the group determined a solution to the light rail dispute that the mayor's office would review and possibly approve. Carl and Amy approached Daniel to thank him for his work on the process. Daniel thanked them in return for participating, and complimented them on how they found a way to work together.

Amy said, "I suspect that things like this will come up again. I'm not sure that Carl and I will ever see eye to eye on anything, but having some skills should make the next time easier."

Daniel agreed with Amy's assessment that she and Carl would likely have many potential conflicts based on their different viewpoints. However, he was glad that she acknowledged the role conflict resolution techniques could play in helping the two of them work it out prior to escalation.

Amy has learned some skills that she can utilize in the future. Select the true statement about using conflict resolution skills in relationships.

Regular use of conflict resolution techniques in relationships guarantees the prevention of future conflicts.

Use of conflict resolution techniques in relationships is more time consuming than other forms of communication

Conflict resolution techniques should only be used in relationships when a conflict is obviously present.

Use of conflict resolution techniques in relationships can improve communication between people.