Conflict Resolution Quiz Questions And Answers

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Conflict Resolution Quiz Questions And Answers - Quiz

Conflicts are inevitable in the workplace, but it's essential to get proper resolutions. Our conflict resolution quiz with informative questions and answers is designed to shed light on the nuances of workplace conflicts. Take this quiz to test your awareness of your workplace conflict management skills. Do you believe you have excellent conflict management skills? Just answer a few simple questions on our quiz and get your results immediately. We wish you good luck!


Questions and Answers
  • 1. 

    An angry customer's comments should be taken personally, because they are mad at you.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    An angry customer's comments should not be taken personally because their anger is directed towards the situation or the company, not towards the individual personally. It is important to separate oneself from the criticism and focus on resolving the issue rather than feeling personally attacked. Taking it personally may lead to emotional reactions and hinder the ability to provide a satisfactory solution to the customer.

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  • 2. 

    What Conflict Outcome is most desirable?

    • A.

      You Win - They Lose

    • B.

      You Win - They Win

    • C.

      You Lose - They Lose

    • D.

      You Lose - They Win

    Correct Answer
    B. You Win - They Win
    Explanation
    The most desirable conflict outcome is when both parties win. This means that both sides are satisfied with the resolution and feel that their interests and needs have been met. This outcome promotes cooperation, collaboration, and mutual understanding, leading to a stronger and more positive relationship between the parties involved. It fosters a win-win situation where both parties can benefit and work towards a common goal.

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  • 3. 

    Who should take the responsibility to resolve the customer's complaint?

    • A.

      The Manager

    • B.

      The cashier

    • C.

      The Operations Manager

    • D.

      The General Manager

    • E.

      You

    Correct Answer
    E. You
    Explanation
    The answer "You" suggests that the responsibility to resolve the customer's complaint falls on the individual who is reading and answering the question. This implies that anyone who is involved in the customer service role should take responsibility for resolving the complaint, regardless of their specific job title or position within the company. This answer emphasizes the importance of personal accountability and proactive problem-solving in customer service.

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  • 4. 

    What is the acronym used in Lanier's approach to customer service and what does it stand for?

    • A.

      G.S.S. -- Give, Serve, Send

    • B.

      G.S.G. -- Greet, Serve, Goodbye

    • C.

      G.S.S. -- Greet, Serve, Send

    • D.

      G.A.S. -- Give Away the Store

    Correct Answer
    C. G.S.S. -- Greet, Serve, Send
    Explanation
    The acronym used in Lanier's approach to customer service is G.S.S., which stands for Greet, Serve, Send. This acronym represents the three main steps in providing excellent customer service. First, the customer is greeted in a friendly and welcoming manner. Then, their needs are served by providing assistance, answering questions, and resolving any issues. Finally, the customer is sent off with a positive impression and a willingness to return. This approach emphasizes the importance of creating a positive customer experience from the moment they enter the establishment until the moment they leave.

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  • 5. 

    What Leadership Standard applies to this module?

    • A.

      Show initiative

    • B.

      Establishes leadership credibility

    • C.

      Ensures customer service

    • D.

      Treats others fairly

    Correct Answer
    C. Ensures customer service
    Explanation
    The Leadership Standard that applies to this module is "Ensures customer service." This means that the module focuses on teaching leaders how to prioritize and deliver excellent customer service. It emphasizes the importance of meeting customer needs and expectations, and providing a positive experience for customers. By ensuring customer service, leaders can build strong relationships with customers, enhance the reputation of the organization, and drive customer loyalty.

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  • 6. 

    Which of the following conflict resolution strategies are essential for healthy conflict management?

    • A.

      Defining the conflict & understanding underlying issues.

    • B.

      Identifying the needs of the people involved. 

    • C.

      Brainstorming on solutions and collective implementation.

    • D.

      All of the above.

    Correct Answer
    D. All of the above.
    Explanation
    All of the mentioned conflict resolution strategies are essential for healthy conflict management. Defining the conflict and understanding underlying issues helps in identifying the root cause of the conflict and addressing it effectively. Identifying the needs of the people involved ensures that their concerns and interests are taken into consideration during the resolution process. Brainstorming on solutions and collective implementation encourages collaboration and allows for multiple perspectives to be considered, leading to a more comprehensive and sustainable resolution.

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  • 7. 

    Calling in sick to avoid interacting with a problematic individual from the company is a form of which type of conflict management?

    • A.

      Collaborating

    • B.

      Avoiding

    • C.

      Accommodating

    • D.

      Compromising

    Correct Answer
    B. Avoiding
    Explanation
    Avoiding is the correct answer because calling in sick to avoid interacting with a problematic individual demonstrates a desire to completely avoid the conflict rather than address it. This conflict management style involves withdrawing from the situation and not engaging in any form of confrontation or resolution. It may be used when the individual believes that the conflict is not worth the effort or when they want to maintain harmony by avoiding any potential negative interactions.

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  • 8. 

    Which of the following is an example of workplace conflict. 

    • A.

      Creative Idea Conflict

    • B.

      Leadership Conflicts

    • C.

      Personality-Based Conflicts

    • D.

      All of the above.

    Correct Answer
    D. All of the above.
    Explanation
    All of the options mentioned are examples of workplace conflict. Creative Idea Conflict refers to disagreements or clashes between individuals regarding different approaches or ideas. Leadership Conflicts occur when there is a disagreement or power struggle between leaders or managers. Personality-Based Conflicts arise when there are clashes between individuals due to differences in personalities, values, or communication styles. Therefore, all the options listed represent different types of workplace conflicts.

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  • 9. 

    How can you resolve personality based conflicts in workspace?

    • A.

      By avoiding talking about it.

    • B.

      By actively talking about it & coming to a solution that is agreed upon both the parties.

    • C.

      By fighting about it.

    • D.

      By giving the higher authority the power to do whatever they want.

    Correct Answer
    B. By actively talking about it & coming to a solution that is agreed upon both the parties.
    Explanation
    By actively talking about personality-based conflicts in the workspace and coming to a solution that is agreed upon by both parties, individuals can resolve these conflicts. This approach promotes open communication, understanding, and collaboration, allowing for a mutually beneficial resolution. Avoiding the issue or fighting about it can escalate the conflict and create a hostile work environment. Giving higher authority complete control does not address the underlying issues and may lead to further dissatisfaction.

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  • 10. 

    Where would you go if you have a workplace conflict? 

    • A.

      To the CEO

    • B.

      To the finance department

    • C.

      To the HR department

    • D.

      To the marketing team.

    Correct Answer
    C. To the HR department
    Explanation
    If you have a workplace conflict, it is advisable to go to the HR department. The HR department is responsible for managing employee relations and ensuring a healthy work environment. They have the expertise to handle conflicts and can provide guidance and support to resolve the issue effectively. The CEO may not be directly involved in day-to-day employee matters, while the finance department and marketing team are not typically involved in conflict resolution.

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