Question 1 2.5 pts Alternative Dispute Resolution (ADR) identifies alternatives to resorting to our court system (litigation) and enables parties to select from alternatives that include: O Arbitration O Mediation O Arbitration, Mediation, and/or Negotiation O None of the Above. Question 2 2.5 pts Chronic conflicts may reflect an organizational structure, system, process or culture that is unable to reform or repair itself. O True O FalseQuestion 12 2.5 pts One study of sixteen hundred employees reveals the price commonly paid by organizations in lost productivity. Study results included all of the following except: O Twenty-two percent of employees said they decreased their work efforts as a result of conflict O Twelve percent reported they changed jobs to get away from the conflict instigator Only ten percent of employees say they experience conflict in the workplace d) Over fifty percent reported they lost work time because they worried about whether the instigator of the conflict would do it again Question 13 2.5 pts Organizations often have inadequate structures, systems, processes or cultures to encourage conflict transformation. As a Leader and/or Change Agent within an organization, some of the developments you may champion to improve that situation include all BUT ONE of the developments listed below: O Promote conducting an analysis of the organizations' disputes, discover their chronic and repeating causes, and regard conflict as a "system" issue needing a "system" solution O Establish a culture that offers a rich array of diverse alternatives that motivate everyone to prevent and resolve disputes and learn from them (O Encourage an atmosphere where employees don't bother supervisors with their problems d) Support conflict resolution system design that prioritizes interest-based alternatives, emphasizes informal problem solving. mediation, and collaborative negotiation Question 14 2.5 pts Resistance on the part of conflicted parties is normal. All resistance reflects an unmet need. Those unmet needs may include: O A perception that the process is unfair or one-sided O The process may not allow for a real exchange of views or permit the real content of the dispute to emerge O There may be unresolved issues in the relationship O All of the Above O None of the AboveQuestion 15 2.5 pts Step 1 in the SAY YES Conflict Mediation Model, involves having the participants State What They Want. This Step includes: O Recording each parties" Wants so all participants can see O Avoiding Ground Rules so people can vent their feelings O Allows each party to identify what they Want at the outset of the mediation O ALB O ALC Question 16 2.5 pts The final step, Step 6 of the SAY YES Conflict Mediation Model, "Steps Forward," ensures a plan, a specific set of Action Steps, to which both parties agree. True O False Question 17 2.5 pts To address the fear that change will lead to loss, not improvement, incorporate some of the following steps: Small changes are tested first All parties are involved in planning the change O Leaders demand a result or else suffer the consequences O A & B O B & CQuestion 18 2.5 pts What is Mediation? " Mediation has roots in ancient indigenous practices of pre-industrial cultures O Mediation differs from litigation and arbitration because the mediator is not a judge or arbitrator who decides the issues for the parties O Mediation requires the conflicting parties to accept what the Mediator concludes by the end of their work together O A & B O B & C Question 19 2.5 pts When conflicts seem beyond our skill or capacity to handle, we may turn to collaborative negotiation or utilize a third party mediator to arrive at solution acceptable to all parties. O True False Question 20 2.5 pts When the LISTENER listens to the RESPONDENT, in Step 4 of the SAY YES Conflict Mediation Model, the LISTENER: O May ask clarifying questions O Explains their understanding of each Want O Continues Listening and explaining their understanding until the RESPONDENT agrees they have been heard O All of the Above O None of the AboveQuestion 3 2.5 pts Examples of savings from the implementation of conflict resolution practices include: O Litigation cost reductions between 50% - 80% in companies such as Motorola, National Cash Register, and Brown and Root The U.S. Air Force estimated a savings of 50% per claim in one hundred equal employment opportunity complaints by using mediation O The U.S. Defense Mapping Agency reported saving forty-two hundred hours by utilizing systemic conflict management tools O All of the Above O None of the Above Question 4 2.5 pts In Step 5 of the SAY YES Conflict Mediation Model, "Expected Results," the goal of this Step is to: O Identify deeper issues and interests of each of the parties involved in the conflict O Have each party identify the results they expect to clarify what they want at a deeper level O Identify results quickly so you can determine if continuing the mediation is a useless effort O A and B O B and C Question 5 2.5 pts In a survey by the American Management Association of CEOs, V.P.s, and Middle Managers, results indicated they were spending on average 24% of their time resolving conflict and that con* flict resolution skills had become equal to or more important than strategic planning, communication, motivation, and decision making. O True O FalseQuestion 6 2.5 pts Leaders must be aware of the elements that can block or minimize the effectiveness of a change process. Some of the elements include: O Do people believe they have the power to create change in the organization? O Is conflict swept under the rug? How does the organization learn and change? O Do people empathize with those who are different? O Do people mostly collaborate or compete with each other? O Is there a clear, compelling vision of the future in which people have been involved in creating and which they endorse? The correct answer is h., a gift from your Instructor at the end of the term. O All of the Above. Question 7 2.5 pts Mediation works because: O It stops people from fighting O It de-escalates their aggressive behaviors O It initiates deep listening and dialogue All of the Above O None of the Above Question 8 2.5 pts Mediators are not so much neutral as "omni-partial." Being "omni-partial" means: O Agreeing up front to what both parties in the mediation want O Mediators are on both parties' sides at the same time O Mediators are "above it all" and resist the self-centered desires of both sides O All of the Above O None of the AboveQuestion 9 2.5 pts Once a Negotiation is completed, you still want to: O Include participants in discussing ideas to improve the negotiation process Honor your agreements O Celebrate your successes O A &B O A B, & C Question 10 2.5 pts Once all parties agree they have identified what they Want, the Mediator asks them if they are willing to work in a new, more collaborative way to seek agreement. O True O False Question 11 2.5 pts One approach (especially when there is resistance to developing conflict resolution processes in an organization) is to conduct a Conflict Audit to gather objective data illustrating the costs of conflict. Within that Audit, one gathers the numbers costs, and time involved in: O Terminations Customer service complaints O Employee turnover and training costs O Legal and human resource budgets O All of the Above