Okay, L.E.T. Graduates, let’s see how you do! What’s that, you’re not an L.E.T. Graduate? Take the quiz anyway and see how you do!
What you will need: pen and paper or tablet/smartphone with note-taking app.
Instructions: For each number, please choose the letter that seems the most appropriate as it relates to what you learned during the workshop.
Ready? GO!
1. Viewing “Behavior” should be limited to:
a. what I infer and experience
b. what I believe
c. what I can see and hear
2. The area of the Behavior Window for “No Problems” is located in which part of the window:
a. first
b. second
c. third
d. fourth
3. The area of the Behavior Window that signals the other person is experiencing a problem is located in which part of the (your) window:
a. first
b. second
c. third
d. fourth
4. The area of the Behavior Window that indicates that another’s behavior is unacceptable to me is located:
a. below the Acceptance Line
b. above the Acceptance Line
5. The area of the Behavior Window which indicates that “We own the problem“ is located in which part of the window:
a. first
b. second
c. third
d. fourth
6. If another’s behavior is interfering with my needs and I’ve decided to confront with a Confrontive I-Message, how many parts should it have?
a. 1
b. 2
c. 3
d. 4
7. After sending a Confrontive I-Message, if the other person becomes upset or defensive, I should “shift gears” to:
a. Roadblocking
b. Active Listening
c. Re-confront
8. The components of a Confrontive I-Message are:
a. vent, explain, change
b. problem, solution, reason
c. behavior, feeling, effect
9. In the model, what we call “ ” -messages are often tempting to use, but are considered inappropriate when confronting another.
a. you
b. blaming
c. moralizing
10. When you’re in the No Problem Area of the Behavior Window, what’s the best I-Message to send when you want to share your ideas, likes, dislikes, etc.?
a. Preventive
b. Declarative
c. Appreciative
11. Which of the following are the three criteria for effective confrontation?
a. Seeks helpful behavior change; preserves the other’s self-esteem; has low risk of damaging relationship.
b. Be sincere; offer your solution; stand your ground.
c. Share blame; don’t yell; strategize.
12. Which of the following are the research-identified, “three characteristics of an effective listener”?
a. patience, attentive body language, relates personal experiences
b. helpful, thoughtful, caring
c. acceptance, genuineness, empathy
13. When Active Listening to another, I should focus on the following two components of the other’s message:
a. reasons and intentions
b. content (words) and feelings (emotions)
c. content (words) and motives
14. Which of the following was not identified as a “basic listening skill”?
a. attending behavior
b. probing questions
c. silence
d. acknowledgments
15. When in conflict with another, the method for resolving the issue so a mutually- agreeable solution is developed is called:
a. Method I
b. Method II
c. Method III
16. Please place the letter on the right into its corresponding appropriate location on the left:
Step I – a. Choose solution
Step II – b. Brainstorm solutions
Step III – c. Implement solution
Step IV – d. Identify needs
Step V – e. Check results
Step VI – f. Evaluate solutions
17. Let’s say you’re in the No Problem Area of the Behavior Window and you send a Preventive I-Message to the other person and they respond defensively—what should you do next?
a. Re-send Preventive I-Message
b. Offer up another solution
c. Shift Gears to Active Listening
18. When you see a friend who is upset and you’re in the No Problem Area, what’s the BEST course of action to take?
a. Say to them, “Hey, it’s not that bad, whatever it is—this too shall pass.”
b. Ask them if they want to talk about what’s bothering them.
c. Bring them a glass of wine.
d. Ask them a work-related question to distract them.
19. The Pre-Step for facilitating the Six Step Conflict Resolution process should not include:
a. requiring that the other must participate
b. explaining the Six Steps
c. acknowledging both parties’ needs must be met
20. Conflicts in which there is no tangible effect on either person is called a:
a. Conflict of Needs
b. Values Collision
c. Confrontation
Here’s the key:
- c
- b
- a
- a
- d
- c
- b
- c
- a
- b
- a
- c
- b
- b
- c
- Step 1=d; Step II=b; Step III=f; Step IV=a; Step V=c; Step VI=e
- c
- b
- a
- b
Sooooo,…how did you do? Feeling rusty, did you peek ahead of time at the key, did you ace it?