Reference no: EM133283641

Question 1: List three common conflict situations with customers. If possible, relate the answer to your workplace or industry sector.

Question 2: Give an example for each of the stages of conflict. Discomfort

Incident

Misunderstanding

Tension

Crisis

Question 3: Why is it important to identify and act swiftly to signs of potential conflict?

Question 4: A co-worker seems to be avoiding you, and you can't think of what it is you have done wrong. What conflict stage is this?

Question 5: Briefly describe three conflict situations that might threaten the safety of customers or colleagues.

Question 6: List five non-verbal and vocal cues that indicate potential conflict.

Question 7: Give three examples of resources you could use to help you resolve conflict.

Question 8: What are two communication characteristics of the assertive approach to conflict?

Question 9: List the five conflict resolution strategies.

Question 10: What can you do in a conflictsituation to ensure all parties agree on the nature and details of the conflict?

Question 11: Imagine a situation involving conflict between team members about differences in opinions on how to create work project. Explain what conflict resolution strategy you would suggest they use and why.

Question 12: Why is it important to take personal responsibility for ensuring conflict is resolved?

Question 13: It is important to deal with conflict courteously and discreetly, while minimising the impact on others. How could you manage this?

Question 14: What is 'effective communication'?

Question 15: List four steps or strategies that can help you communicate effectively with colleagues and customers as you manage conflict in the workplace.

Question 16: There are six steps to effectively resolve conflict. What are they?

Question 17: What could be the outcome for a business should a serious conflict situation be ignored or badly handled?

Question 18: Conflict resolutions need to fit within the policies and constraints of your organisation. Give three examples of policies or constraints. Relate to your workplace or training environment, if possible.

Question 19: List two examples of records or forms you may need to do after a conflict situation is dealt with.

Question 20: What are two benefits of evaluating and reflecting on conflict situations and the effectiveness of solutions applied?

Question 21: What writtendata might you gather and use to help evaluateconflict situations? List four options.

Question 22: Give an example of how you might use the skills of a team to help evaluate conflict.

Question 23: Briefly describe how you would follow up with a customer to ensure they are happy with the outcome of a conflict resolution?

Question 24: Your workplace rosters are a constant source of conflict between staff and management. Staff requests are not incorporated into rosters, inconsistent numbers and types of shifts and days off are allocated and casual staff are regularly told not to attend a shift less than 24 hours prior to commencement due to overstaffing. What couldyou do to improve the situation?