27. Candace has worked with Chou for several years and believes that most everything she talks about with Chou is perfectly obvious to him when it is not. What type of misunderstanding is this?
28. The more interdependent we feel with other people, the more likely we are to practice ________.
29. When a person is competing rather than cooperating, ________.
outdoing or avoiding the other person is replaced by developing mutual goals
the thrill of victory is replaced by the possibility of moving forward together
trust replaces suspicion
winning is tempered by the certainty of even more competition
30. If you were to constructively criticize a subordinate, what might you say?
“You always forget to upsell to customers.”
“You have forgotten to upsell to the last two customers.”
“You are incapable of remembering to upsell to customers.”
“Why are you being so lazy?”
31. What is the first step in a typical pattern of conflict escalation?
32. What is the term used to describe an emotionally neutral request that involves some pressure or indication of impatience?
33. Tracy has asked Saul for an accounting report several times. She is now at the point of telling Saul that if he doesn’t produce the report, she is going to bring the situation to the attention of his boss. What stage is this in the typical pattern of conflict escalation?
34. What is the last stage in the typical pattern of conflict escalation (one that not all conflicts reach)?
35. What common approach to deal with a one-to-one conflict involves bringing in someone like a boss or a neutral person to help manage the scarcity of resources or to hear the complaints on both sides?
Appeals to a third party
36. When is dialogue useful to resolve a conflict?
When co-workers are personally capable of effective, efficient communication
When co-workers believe their interaction is likely to be stressful
When one party is motivated to resolve the conflict
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