Communication
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1. Communication issues are at the root of many conflicts?
   1. True
   2. False
      
      
2. Your style of communication usually tends to escalate or reduce conflict?
   1. True
   2. False
      
      
3. Our language conveys messages in very subtle ways.
   1. True
   2. False
      
      
4. How do you think an employee might react to the following statement by her supervisor:
   "Linda, I’m sure you will get this report done on time, won’t you?"
   1. With appreciation and consider it a reminder
   2. With anger and frustration since she will likely interpret the real message as one of mistrust.
      
      
5. Which of the following words or phrases might tend to provoke conflict?
   1. Blaming comments
   2. Person centered comments
   3. Overstatements and over-generalizations
   4. Criticism
   5. Guilt inducing statements
   6. None of the above
   7. All of the above
      
      
6. Which of the following examples of questions might cause defensiveness?
   1. "Why in the world would you say that?"
   2. "What makes you think that.....?"
   3. "Would you be so kind as to defend your position?"
   4. "I'm not sure I understand your position. Could you explain a bit more?"
      
      
7. Which of the following are unlikely to cause mistrust?
   1. Making your comments helpful
   2. Offering an observation in a way that suggests you know you could be incorrect
   3. Taking responsibility for your own perceptions
   4. Statements that imply ignorance
      
      
8. Communication may be improved by practicing:
   1. Formulating your responses while the other person is speaking
   2. Interrupting others who are speaking
   3. Practicing active listening
   4. Providing feedback to the speaker
      
      
9. Active listening may is often demonstrated by:
   1. Eye contact
   2. Paraphrasing
   3. Nodding in agreement
   4. None of the above
      
      
10. Approximately 65% of our communication is nonverbal.
    1. True
    2. False
       
       
11. Select the best method of giving feedback to your team:
    1. Distinguish between perception and fact
    2. Focus on probably outcomes of possible improvements
    3. Avoid loaded terms
    4. Deal with emotions first
    5. Share ideas and information
    6. None of the above
    7. All of the above
       
       
12. We generally receive feedback best by:
    1. Listening carefully
    2. Asking for clarification
    3. Checking your perception by paraphrasing
    4. Not becoming defensive
    5. Formulating your response while the other is busy talking
    6. All of the above

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This page last reviewed May 21, 2003
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Centers for Disease Control and Prevention
Office of the Director
Alternative Dispute Resolution and Conflict Prevention