Study Points

Back to Course Home
Participation Instructions
- Review the course material online or in print.
- Complete the course evaluation.
- Review your Transcript to view and print your Certificate of Completion. Your date of completion will be the date (Pacific Time) the course was electronically submitted for credit, with no exceptions. Partial credit is not available.

At the heart of nonviolent communication is the belief that
- nonverbal cues are more important than the words used.
- all instances of communication are motivated by underlying needs.
- children are more effective at communication than are adults.
- there are three basic types of communication.
WEBINAR

Click to Review
Which of the following statements are TRUE according to nonviolent communication?
- People tend to assume that their emotions are caused by other people.
- Miscommunication is more likely between strangers than between friends.
- Violent communication involves words meant to threaten or bully someone.
- Conflicts should be resolved with the help of an impartial mediator.
WEBINAR

Click to Review
According to nonviolent communication, when we are on the receiving end of a negative, critical message, we should do which of the following?
- Clearly explain our intentions behind the behavior that prompted the criticism
- Ask for a cooling off period before having a conflict resolution conversation
- Respond in writing to reduce the likelihood of further inflaming emotions
- Ask questions that help uncover the unmet underlying need
WEBINAR

Click to Review
With regard to potential conflict, the Fact-Story-Feelings model points out that
- people tend to assume that their emotions are caused by physiological states.
- to resolve conflict it is important to focus on the facts of the situation.
- it is an individual's interpretation of events that determines their emotional response.
- conflicts should be resolved with the help of an impartial mediator.
WEBINAR

Click to Review
In which of the following ways does human memory contribute to conflict?
- People tend to have difficulty describing the important aspects of memories
- Memories are a primary source for the creation of negative emotions
- Memory is reconstructive rather than an accurate recorder of events
- Memories of negative interactions are difficult to forget
WEBINAR

Click to Review
Anchoring bias can contribute to interpersonal conflict by which of the following mechanisms?
- Old memories can act as an anchor that prohibits formation of new memories
- Our feelings are often anchored in unresolved conflicts from past relationships
- First impressions overly influence the opinion we form of another person
- Unresolved conflicts with another person weigh us down in forming a better relationship with that person
WEBINAR

Click to Review
Character attribution bias leads us to view which of the following?
- Ourselves as more capable at most things compared to other people
- Bad behavior by others as due to their personal traits and our own bad behavior as due to circumstances
- Members of other groups as more similar to each other than members of the groups to which we belong
- Friends and family as possessing more positive characteristics compared to strangers
WEBINAR

Click to Review
Several formal models for having difficult conversations were reviewed. They seemed to share which of the following pieces of advice?
- It is important to have an impartial person present during difficult conversations.
- 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.
- Remain rational and focused on solutions rather than addressing emotions.
- Before having the conversation, it is important to thoroughly examine your own feelings and assumptions.
WEBINAR

Click to Review
Which of the following is TRUE regarding the "drama triangle"?
- It exists only when someone who feels victimized seeks out a rescuer to sympathize, validate their feelings, or intervene on their behalf
- It can be helpful when the rescuer is in a position of power to rectify the instance of victimization
- It typically involves a female victim and a male villain
- It allows the person who has been victimized to be supported in addressing their villain
WEBINAR

Click to Review
According to the presentation, for an effective apology,
- using the word "regret" is more effective than "sorry."
- be sure to maintain eye contact and show distinct facial expressions indicating regret.
- identify the reason for the apology, including what you did wrong.
- try to apologize when there is an impartial onlooker observing the apology.
WEBINAR

Click to Review

Back to Course Home
Participation Instructions
- Review the course material online or in print.
- Complete the course evaluation.
- Review your Transcript to view and print your Certificate of Completion. Your date of completion will be the date (Pacific Time) the course was electronically submitted for credit, with no exceptions. Partial credit is not available.

Complete Your CE

Conflict Prevention and Resolution: The Psychology of Communication and Difficult Conversations

Study Points

At the heart of nonviolent communication is the belief that

WEBINAR

Which of the following statements are TRUE according to nonviolent communication?

WEBINAR

According to nonviolent communication, when we are on the receiving end of a negative, critical message, we should do which of the following?

WEBINAR

With regard to potential conflict, the Fact-Story-Feelings model points out that

WEBINAR

In which of the following ways does human memory contribute to conflict?

WEBINAR

Anchoring bias can contribute to interpersonal conflict by which of the following mechanisms?

WEBINAR

Character attribution bias leads us to view which of the following?

WEBINAR

Several formal models for having difficult conversations were reviewed. They seemed to share which of the following pieces of advice?

WEBINAR

Which of the following is TRUE regarding the "drama triangle"?

WEBINAR

According to the presentation, for an effective apology,

WEBINAR