AB. 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. (o) 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 nonverbal communication, not just the words people use. Body language and voice tone convey a lot of information. (d) Unless people tell you they are upset1 it is hard to recognise potential conflict situations. DEL Why is it important to identify and deal with conflict as soon as you notice it? (a) Colleagues will expect you to. (h) 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. Dl. Which conflict resolution style would you use in situations when a decision needs to be made quickly and decisively\"? (a) Accommodating. (h) Competing. (c) Avoiding. (d) Collaborating