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Course #9671L-
| A) | nonverbal cues are more important than the words used. | ||
| B) | all instances of communication are motivated by underlying needs. | ||
| C) | children are more effective at communication than are adults. | ||
| D) | there are three basic types of communication. |
| A) | People tend to assume that their emotions are caused by other people. | ||
| B) | Miscommunication is more likely between strangers than between friends. | ||
| C) | Violent communication involves words meant to threaten or bully someone. | ||
| D) | Conflicts should be resolved with the help of an impartial mediator. |
| A) | Clearly explain our intentions behind the behavior that prompted the criticism | ||
| B) | Ask for a cooling off period before having a conflict resolution conversation | ||
| C) | Respond in writing to reduce the likelihood of further inflaming emotions | ||
| D) | Ask questions that help uncover the unmet underlying need |
| A) | people tend to assume that their emotions are caused by physiological states. | ||
| B) | to resolve conflict it is important to focus on the facts of the situation. | ||
| C) | it is an individual's interpretation of events that determines their emotional response. | ||
| D) | conflicts should be resolved with the help of an impartial mediator. |
| A) | People tend to have difficulty describing the important aspects of memories | ||
| B) | Memories are a primary source for the creation of negative emotions | ||
| C) | Memory is reconstructive rather than an accurate recorder of events | ||
| D) | Memories of negative interactions are difficult to forget |
| A) | Old memories can act as an anchor that prohibits formation of new memories | ||
| B) | Our feelings are often anchored in unresolved conflicts from past relationships | ||
| C) | First impressions overly influence the opinion we form of another person | ||
| D) | Unresolved conflicts with another person weigh us down in forming a better relationship with that person |
| A) | Ourselves as more capable at most things compared to other people | ||
| B) | Bad behavior by others as due to their personal traits and our own bad behavior as due to circumstances | ||
| C) | Members of other groups as more similar to each other than members of the groups to which we belong | ||
| D) | Friends and family as possessing more positive characteristics compared to strangers |
| A) | It is important to have an impartial person present during difficult conversations. | ||
| B) | Set the stage for a difficult conversation by sending a written message describing your desire to have a productive meeting to resolve an issue or problem. | ||
| C) | Remain rational and focused on solutions rather than addressing emotions. | ||
| D) | Before having the conversation, it is important to thoroughly examine your own feelings and assumptions. |
| A) | It exists only when someone who feels victimized seeks out a rescuer to sympathize, validate their feelings, or intervene on their behalf | ||
| B) | It can be helpful when the rescuer is in a position of power to rectify the instance of victimization | ||
| C) | It typically involves a female victim and a male villain | ||
| D) | It allows the person who has been victimized to be supported in addressing their villain |
| A) | using the word "regret" is more effective than "sorry." | ||
| B) | be sure to maintain eye contact and show distinct facial expressions indicating regret. | ||
| C) | identify the reason for the apology, including what you did wrong. | ||
| D) | try to apologize when there is an impartial onlooker observing the apology. |