1. Moni McIntyre, Ph.D. Duquesne University Click here for instructions.

2.  Navigation through the course will occur by clicking on the following action buttons located in the lower right corner of each screen: The HOME button will be placed in the center of each slide and will bring you to the Table of Contents for further navigation. The NEXT and BACK buttons will move you through the course content. The EXIT button will be placed at the end of each Unit and will return you to the course menu.

3.  This course is meant to be self-paced, though there will be opportunities to interact with your local and global JPIC groups.  Course content and activities should be completed in the order that they are presented to maximize student success.  The Table of Contents will be your starting point for each Unit

4.  Each type of course activity has a unique icon located in the upper right corner of the screen.  In this course you will: Global discussion Watch video Online journal Local discussion Read online ReflectCreate doc Quiz/test

6. This unit is divided into several components. Start with the Unit 5 Information OR click on the link below to navigate to the component where you left off. Revisit as needed.  Unit 5 Information Unit 5 Information  5.1 Self Understanding 5.1 Self Understanding  5.2 Listening 5.2 Listening  5.3 Body Language 5.3 Body Language  5.4 Conflict Style 5.4 Conflict Style  5.5 Evaluating listening skills, body language, and giving and receiving feedback 5.5 Evaluating listening skills, body language, and giving and receiving feedback  5.6 Self-graded test on Resolving Conflicts on the Job 5.6 Self-graded test on Resolving Conflicts on the Job  5.7 Journal Entry 5.7 Journal Entry

8. This unit is about the practical considerations of interpersonal conflicts. It offers students a chance to assess their own approaches and strategies in conflict situations.

9.  To reflect upon one’s thoughts and feelings relating to conflict  To practice listening skills  To observe and understand body language  To determine one’s own predominant conflict style  To evaluate the listening skills, body language, and feedback styles of oneself and others

10.  Tips on how to be a better listener  What various nonverbal gestures may mean to others  Your predominant conflict style  How to evaluate the listening skills, body language, and feedback styles of others

12.  Open up the JPIC Unit 5 Sentence Completions documentJPIC Unit 5 Sentence Completions document  Click on each of the Gray boxes to complete the document on your own.  Optional: Share with your coordinator and local group. There are no right answers.

14. You will need a partner for this exercise. Read all directions on this screen and the next BEFORE starting this activity.  Click here to watch a video (2:05) on listening skills.here  Recall a conflict in which you either listened very well or not very well.  Describe this experience to a partner. **Continue to see more instructions

15.  Assess how well your partner listened to you using the five levels of active listening and responding skills noted in Chapter 4 of Resolving Conflicts on the Job.five levels of active listening and responding skills  Did your partner agree with your assessment?  Why? Why not?  Discuss this together.  Reverse the process. Try it again.  What did you learn? **Next Activity **Back to start Listening Activity

16.  Level 1. Basic Acknowledgments  Level 2. Silence  Level 3. Questions  Level 4. Paraphrasing  Level 5. Reflective Listening Please return to Chapter 4 of Resolving Conflicts on the Job in the JPIC E-Reserves for more details on each. **Back to Listening Activity instruction

18. You will need a partner for this exercise. Read all directions on this screen and the next BEFORE starting this activity.  Click here to w atch a video (2:06) entitled “How to Use Body Language During a Speech.”here  Compare the points made in this video with what you know of body language in your own culture.  Which actions are generally interpreted in a similar way?  Which interpretations are different? **Continue to see more instructions

19.  Write a list of the differences between American cultural cues as described in this video and those in your culture.  Discuss the implications for potential conflict when one disregards cultural mores with your partner. **Back to start of the Body Language Activity **Next Activity

21.  Discover your Conflict Resolution Style by taking the online QuestionnaireQuestionnaire  Print out or take notes on a piece of paper.  Score yourself following the directions at the bottom of the questionnaire.

22. Reflect and share with your local group the following:  Did you agree with the results of the questionnaire?  Why? Why not?  Compare your opinion with others in the group.

24. Read all directions on this screen and the next BEFORE starting this activity.  Click here to watch the video (10:52) entitled “Cultural Conflict Resolution.”here  As you watch it, observe the listening skills and body language of the individuals in the simulation workshop.  Pay close attention to the instructor’s techniques in giving feedback as well as the students’ interest in receiving feedback. **Continue to see more instructions

25.  In this JPIC unit 5 cultural conflict document :JPIC unit 5 cultural conflict document  Click on each of the grey boxes to complete the document on your own.  List five examples that demonstrate the actors’ success in these areas.  List five ways in which they need to improve. **Back to start of the Body Language Activity **Next Activity

27. Directions:  Click on the words of the best answer. Correct answers are drawn directly from the material in the Reading(s).  When the answer is correct, you will see a  If the answer is incorrect, a will show.  Use the to move to the next question. **Start 28 Question Self-graded test

28. A. True True B. False False

29. The answer you chose was incorrect. The correct answer is… B (Page 3) Conflict means communication has come to a halt. False

30. Well done. Conflict means communication has come to a halt. False Let’s go to the next question!

31. A. True True B. False False

32. The answer you chose was incorrect. The correct answer is… B (Page 3) All conflicts will eventually go away. False

33. Well done. All conflicts will eventually go away. False Let’s go to the next question!

34. A. True True B. False False

35. The answer you chose was incorrect. The correct answer is… A (Page 3) Most conflicts can be managed. True

36. Well done. Most conflicts can be managed. True Let’s go to the next question!

37. A. Not enough resources to go around Not enough resources to go around B. Goals they want to reach Goals they want to reach C. Different ways of seeing the world Different ways of seeing the world D. None of the above None of the above

38. The answer you chose was incorrect. The correct answer is… D (Page 9) Which one is NOT a general category of why people fight at work? None of the Above

39. Well done. Which one is NOT a general category of why people fight at work? None of the Above Let’s go to the next question!!

40. A. Railroad effect Railroad effect B. Pilot effect Pilot effect C. Domino effect Domino effect D. Currency effect Currency effect

41. The answer you chose was incorrect. The correct answer is… C (Page 12) The product of poor planning and communication breakdown is the Domino effect.

42. Well done. The product of poor planning and communication breakdown is the Domino effect. Let’s go to the next question!!

43. A. A contest to win A contest to win B. A problem to solve A problem to solve C. An opportunity to learn about ourselves An opportunity to learn about ourselves D. None of the above None of the above

44. The answer you chose was incorrect. The correct answer is… D (Page 14) We can see conflict as None of the Above

45. Well done. We can see conflict as None of the Above Let’s go to the next question!!

46. A. True True B. False False

47. The answer you chose was incorrect. The correct answer is… A (Page 20) Most of us think we are good listeners. True

48. Well done. Most of us think we are good listeners. False Let’s go to the next question!

49. A. True True B. False False

50. The answer you chose was incorrect. The correct answer is… B (Page 20) Most of us are good listeners. False

51. Well done. Most of us are good listeners. False Let’s go to the next question!

52. A. True True B. False False

53. The answer you chose was incorrect. The correct answer is… A (Page 20) Most of us process much faster than someone else can talk. True

54. Well done. Most of us process much faster than someone else can talk. True Let’s go to the next question!

55. A. Basic acknowledgments Basic acknowledgments B. Silence Silence C. Questions Questions D. Paraphrasing Paraphrasing E. Reflective listening Reflective listening F. None of the above None of the above

56. The answer you chose was incorrect. The correct answer is… F (Page 20-23) Which one is NOT a level of active listening? None of the Above

57. Well done. Which one is NOT a level of active listening? None of the Above Let’s go to the next question!

58. A. When passing in the hallway When passing in the hallway B. In a noisy gathering area In a noisy gathering area C. In front of people In front of people D. All of the above All of the above

59. The answer you chose was incorrect. The correct answer is… D(Page 28) Important information should NOT be delivered When passing in the hallway, In a noisy gathering area, or In front of people.

60. Well done. Important information should NOT be delivered When passing in the hallway, In a noisy gathering area, or In front of people. Let’s go to the next question!

61. A. True True B. False False

62. The answer you chose was incorrect. The correct answer is… B(Page 30) Never allow a person to express emotion during a feedback encounter. False

63. Well done. Never allow a person to express emotion during a feedback encounter. False Let’s go to the next question!!

64. A. Be specific Be specific B. Deal with the content Deal with the content C. Stick to your script Stick to your script D. Remind the person that you are in charge Remind the person that you are in charge

65. The answer you chose was incorrect. The correct answer is… D(Page 28) If you are in charge and you are planning to give feedback to someone on your team, which one should you NOT do? Remind the person that you are in charge

66. Well done. If you are in charge and you are planning to give feedback to someone on your team, which one should you NOT do? Remind the person that you are in charge Let’s go to the next question!

67. A. Aggressive Aggressive B. Non-assertive Non-assertive C. Assertive Assertive D. Passive Aggressive Passive Aggressive E. All of the above All of the above

68. The answer you chose was incorrect. The correct answer is… E(Page 33) Which conflict behavior(s) is(are) commonly recognized? Aggressive, Non-assertive, Assertive, AND Passive Aggressive.

69. Well done. Which conflict behavior(s) is (are) commonly recognized? Aggressive, Non-assertive, Assertive, AND Passive Aggressive. Let’s go to the next question!

70. A. True True B. False False

71. The answer you chose was incorrect. The correct answer is… A(Page 34) We choose aggression when we know we can dominate a person or situation. True

72. Well done. We choose aggression when we know we can dominate a person or situation. True Let’s go to the next question!

73. A. “Gunnysacking” “Gunnysacking” B. Creating a “smoking effect” Creating a “smoking effect” C. “Driving a thunderbird” “Driving a thunderbird” D. All of the above All of the above

74. The answer you chose was incorrect. The correct answer is… A(Page 35) When we approach conflict non-assertively, we are unintentionally “Gunnysacking”

75. Well done. When we approach conflict non-assertively, we are unintentionally “Gunnysacking” Let’s go to the next question!

76. A. True True B. False False

77. The answer you chose was incorrect. The correct answer is… A(Page 37) As we build our assertive skills, we become better at effectively engaging in conflict. True

78. Well done. As we build our assertive skills, we become better at effectively engaging in conflict. True Let’s go to the next question!

79. A. True True B. False False

80. The answer you chose was incorrect. The correct answer is… A(Page 41) Centering is better than strategizing when you are in a conflict situation. True

81. Well done. Centering is better than strategizing when you are in a conflict situation. True Let’s go to the next question!

82. A. 2 2 B. 3 3 C. 4 4 D. 5 5

83. The answer you chose was incorrect. The correct answer is… B(Page 45) Although conflict occurs at all levels of organizations, we personally face conflicts at how many levels? 3

84. Well done. Although conflict occurs at all levels of organizations, we personally face conflicts at how many levels? 3 Let’s go to the next question!

85. A. True True B. False False

86. The answer you chose was incorrect. The correct answer is… A(Page 53) The ability to work well with your peers is often a major factor in determining who is chosen for special projects or assignments. True

87. Well done. The ability to work well with your peers is often a major factor in determining who is chosen for special projects or assignments. True Let’s go to the next question!

88. A. The circumstances control the situation The circumstances control the situation B. They are the controlling influence They are the controlling influence C. You are the controlling influence You are the controlling influence D. None of the above None of the above

89. The answer you chose was incorrect. The correct answer is… C(Page 57) The key factor when you manage others is that You are the controlling influence

90. Well done. The key factor when you manage others is that You are the controlling influence Let’s go to the next question!

91. A. True True B. False False

92. The answer you chose was incorrect. The correct answer is… B(Page 61) The key to team building is to get everyone to agree all the time. False

93. Well done. The key to team building is to get everyone to agree all the time. False Let’s go to the next question!

94. A. True True B. False False

95. The answer you chose was incorrect. The correct answer is… A(Page 61) Engaging in conflict is a necessary part of high performance team building. True

96. Well done. Engaging in conflict is a necessary part of high performance team building. True Let’s go to the next question!

97. A. Voting Voting B. Direction Direction C. Consensus Consensus D. None of the above None of the above

98. The answer you chose was incorrect. The correct answer is… C(Page 62) The preferred approach to team-based decisions is Consensus.

99. Well done. The preferred approach to team-based decisions is Consensus. Let’s go to the next question!

100. A. Engaging in conflict Engaging in conflict B. Working with uncooperative members Working with uncooperative members C. Drawing out unassertive members Drawing out unassertive members D. Conducting productive meetings Conducting productive meetings E. Remaining objective Remaining objective F. None of the above None of the above

101. The answer you chose was incorrect. The correct answer is… F(Page 64) Which of the following is NOT a leadership requirement? None of the Above

102. Well done. Which of the following is NOT a leadership requirement? None of the Above Let’s go to the next question!

103. A. WIIFM WIIFM B. WIIFOP WIIFOP C. WIIFJG WIIFJG D. WIIFU WIIFU E. None of the above None of the above

104. The answer you chose was incorrect. The correct answer is… C(Page 68) Which one is out of place? WIIFJG

105. Well done. Which one is out of place? WIIFJG Let’s go to the next question!

106. A. True True B. False False

107. The answer you chose was incorrect. The correct answer is… A(Page 71) A good question to think about before engaging in conflict with another person is “Why does this matter so much to me?” True

108. Well done. A good question to think about before engaging in conflict with another person is “Why does this matter so much to me?” True Let’s go to the next question!

109. A. True True B. False False

110. The answer you chose was incorrect. The correct answer is… A(Page 72) Five whys will usually get us to a point where we begin to really need to think about what matters. True

111. Well done. Five whys will usually get us to a point where we begin to really need to think about what matters. True

112. Continue to the next activity of this course. Return to take the Self-graded test again.

114. After reading the article and taking the self-graded test, post a Journal Entry on the following:  What is your main conflict style?  What strategies can you use to handle conflict more effectively?  After having this unit, how have your approaches to conflict changed? Ready to post your Journal Entry ? > Click here to go to JPIC 210 Wiki.here > Sign in so that you can post your journal entry. > Type your response in the reply box at the bottom of the page.

115.  This unit provided an opportunity to learn the theory and practice of conflict resolution.  Through reading, exercises, a video, and interpersonal encounters, students should have learned the basics of interpersonal communication and how they relate to resolving conflicts in ministry.

116. Please return to the Table of Contents using the HOME button to review any material or EXIT to the course menu.