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Conflicts At Your Job
QUICK CHECK ANSWERS:
1.  They increase communication and problem 
solving.
2.  Stress for workers; feelings of hostility; dam -
aged work relationships; loss of worker morale; 
customers may feel uncomfortable.
3.  a) Amount of work done on the job.  
  b) feelings of cheerfulness, discipline, and will -
ingness to perform tasks).
4.  a) With positive body language.  
  b) What the issue is and your solution for the 
conflict.  
  c) The situation from his or her viewpoint.  Re -
spectfully.  
  d) For any criticism or issue that is your fault.  
  e) The situation from your point of view.  
  f) For suggestions to solve the conflict.  Your 
suggestions.  
  g) Come to an agreement to resolve the conflict 
that both of you can accept.
5.  For a private meeting to discuss a conflict issue.
6.  a) Write down.  
  b) The type of conflict and steps you tried with 
your coworker to resolve the conflict. 
  c) Keep it brief, just facts, and do not write 
about feelings or emotions.
7.  a) Calm body language and polite voice.  
  b) Explain what you tried with your coworker 
that was unsuccessful.   
  c) Your written document about the conflict.  
  d) For help in finding a solution.  
  e) You do not want morale and quality of work 
to suffer.  
  f) Calm and polite.
8.  Positive attitudes.
9.  Workers who proves skills in handling conflicts 
in a calm, polite way.
10.  Neutral person who is not involved in the con -
flict.
11.  Define the conflict: describe the issue in writ -
ten words.    
Define the feelings: Each worker talks about 
the emotions he or she feels.  
  Brainstorm: workers discuss solutions and 
make a list of possible solutions.  
  Negotiate a solution: Write a list of ok and 
not ok.  Agree on a compromise decision that 
allows each worker to feel good about the solu -
tion.  
  Settle Conflict: Write agreement on paper.  
Each worker says "yes."
12.  Any 5 such as: Uncross legs and arms, no eye 
rolling, nod your head "yes," keep eye contact, 
keep voice calm and polite.  
13.  a) You are keeping a positive attitude in a 
stressful situation.  
  c) About your positive, professional behavior 
during the meeting.
14.  When both workers feel good about a solution.
15.  a) Student's opinion.
  b) Student's reason.