Southern New Hampshire University
COM220 - Intercultural Communication
Questions and answers for MILESTONE 3
1
When parties trade elements of their positions back and forth, this is called .
win-win thinking
positional bargaining
mediation
interest-based negotiation
CONCEPT
Moving from Positions to Interests
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2
Which of the following is a characteristic of an effective resolution to a conflict?
The agreement offers both parties a range of options.
Both parties feel that their positions have been met.
Outside parties are invited to participate in the resolution process.
Both parties feel that their interests have been met.
CONCEPT
Creating Effective Agreements
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3
When a conflict resolver uses a private meeting to assess the resolution process with each party, this is called
interest-based negotiation
active listening
process checking
positional bargaining
CONCEPT
Private Meetings and Confidentiality
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4
Which of the following is an example of an effective problem statement?
How can Jennifer get caught up on her work so that she can
help Mark with his new projects?
How can we help Joe get to work on time and allow Jane
enough time to eat breakfast so that the two of them can still
carpool together?
What can we do to assist Sarah in getting her timesheet turned
in each week so that Elizabeth can complete payroll on time?
What does Jack need to do to get to work on time so that
neither Jack nor Hector get yelled at by the boss?
CONCEPT
Creating a Problem Statement
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5
The phase of brainstorming is when both parties explore the feasibility of each option
and the degree to which it meets their needs.
execution
implementation
evaluating
action
CONCEPT
Evaluating Options
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6
Which of the following is NOT an element of assertive communication?
Empathy/validation
Statement of problem
Reflecting
The speaker clearly stating his or her wants
CONCEPT
Assertive Communication
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7
Kyla and Rachel were in the middle of a huge argument when Kyla announced, "I'm going for a walk. We can
talk about this more when I get back."
Which of the following assertive communication techniques did Kyla use?
Defusing
Content to process shift
Fogging
Broken record
CONCEPT
Assertive Communication
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8
Which of the following best describes the state of impasse?
CONCEPT
The conflict begins to escalate again.
The parties agree to continue the conflict indefinitely.
Some or all of both parties’ needs cannot be met jointly.
The conflict resolution process is immediately abandoned.
Impasses
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9
"How do you see yourself fixing this problem?" is an example of which type of question?
Leading question
Open-ended question
Yes/no question
Short answer question
CONCEPT
Asking Clarifying Questions
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10
Which of the following is the best definition of an interest?
An element of active listening intended to show that a message
has been understood
A non-negotiable aspect of a party's identity
What a party needs to have happen to be satisfied and resolve a
conflict
A way of getting a party’s needs met in a given conflict situation
CONCEPT
Understanding the Distinction Between Positions and Interests
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11
Which of the following interest types is considered non-negotiable in conflict resolution?
An interest that is very specific regarding what is needed or wanted
An interest that is a value tied to a person’s sense of self
An interest that is not disclosed at the beginning of a mediation
An interest that requires the other party to make too much effort
CONCEPT
When Interests Are Values
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12
Lainey, Penelope, Zach, and Brian were talking about renting an apartment together next year, but they
were having trouble working out the details.
"I don't understand why I would have to pay more if I got the master bedroom," said Lainey. "We decided to
draw straws to see who gets what room, and Zach only suggested that after he didn't draw the master
bedroom."
"I only suggested that because I don't think it's fair that we each pay the same amount for different amenities,"
responded Zach. "I'd be willing to pay more if I got a larger room and private bathroom, but if we're splitting
everything else I don't understand why I have to pay the same as Lainey for a smaller space."
"I agree with our initial plan of splitting everything," Brian jumped in. "But maybe Zach has a point about things
seeming uneven at the end."
"Well, what if Lainey agreed to do more of the chores?" asked Penelope. "Is that one way we could divide up
the household so everyone feels like we're all getting the same benefits from living together?"
Which of the potential roommates had a win-win way of approaching the situation?
Lainey
Brian
Penelope
Zach
CONCEPT
Conflict as Partnership
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13
Which of the following best describes zero-sum thinking?
Parties work collaboratively to find a solution they are both
satisfied with.
Which of the following is a way to order options by priority?
By the general brainstorming list
By parties' demands
By each individual's generated list
By importance to both parties
CONCEPT
Prioritizing and Interlinking Options
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15
Which of the following is part of the brainstorming process?
All of the answer choices are correct.
Creating new options based on those already proposed
Generating as many options as possible
Suspending judgement until as many options as possible are
generated
CONCEPT
Generating Options
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16
Which conflict resolution element below is likely to require repetition in a process before an effective
agreement can be developed?
Identifying interests
Acknowledging a need for a resolution process
Deciding on a style of mediation
Requesting mediation for the conflict
CONCEPT
Resolution Requires Repetition
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17
Joe borrowed his father's car to go to a football game, and got into an accident on the way home. When his
father, Devon, found out, he was very upset, and the two got into an argument over who was responsible.
Devon demanded that Joe take the car to the shop and pay to have it fixed right away, but Joe said that if he
did that, he wouldn't be able to afford to go to any of the school dances.
At that point, Joe's mother stepped in.
Which of the following statements would be the best demonstration of active listening by Joe's mother?
"Devon, I understand why you are so upset with Joe and want him
to pay for the repairs."
"Devon, school dances are extremely important to our children.
We can't prevent Joe from going— that's too harsh!"
"Joe, you wrecked your father's car. You should take
responsibility for your actions."
"Devon, honey, don't be so hard on Joe. He's only a kid!"
CONCEPT
Active Listening Overview
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18
Over dinner, Bethany told her friend, Jessica, "I'm just not sure whether my husband and I should buy a house
now, or keep renting for a bit and wait to see if prices go down. But what if we wait, and homes just become
more expensive? I want us to make the best financial decision for ourselves; I'm just not sure what that is."
Jessica replied, "So you're saying that you guys want to buy a house, but you're not sure what the best time
for that would be money-wise?"
Which of the following active listening skills did Jessica use in her response?
Paraphrasing
Summarizing
Reflecting
Contemplating
CONCEPT
Summarizing, Paraphrasing, and Reflecting
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19
Select the term that describes the act of focusing parties' attention on tangible actions and conditions
within a conflict, rather than perceived innate qualities of the parties.
Arbitration
Blaming
People vs. problems
Positional bargaining
CONCEPT
Separating People and Problems
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20
Select the option that best describes "ownership" of the resolution process.
The ability of each party to take responsibility for any solution
that results from the process
The sense that parties will actively participate in a specific process
The sense that parties have control over their participation as
well as the process being used
CONCEPT
The desire for each party to want to participate in a process
I-statement
You-statement
Reaction vs. response
Identity vs. action
