Az. What does the phrase \"treat conict as an opportunity to learn' mean? (a) You can tell others howr you think they can improve their communication skills to avoid or reduce future potential situations. (b) Use the conflict situations to evaluate and improve current business practices and your own communication and conict resolution skills. (c) You can completely eliminate conflict from your organisation by learning how to use conflict resolution strategies effectively. (d) Use conflict situations to determine the viability of your organisational and human resource procedures. A21. You notice an increase in customer complaints after changing your refund policy. What workplace or organisational adjustments would you suggest to best resolve this situation? (a) Suggest management review the refund policy. (b) Retrain your staff to ensure they understand and can apply the policy correctly. (c) Discuss the increase in complaints at the next management meeting and let management decide what to do to address it. (d) Do nothing. It always takes a while for new policies to be accepted