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Advanced Wealth Management Course (IIBF) - Paper 2

Ch 8: Conflict Resolution

Q1.

Internal conflict occurs when two or more parties are unable to come to agreement on meeting desired outcomes.

True

False

Q2.

The symptom/s of unresolved conflict:

Low productivity and motivation

Resistance to change

Stress and illness

Both (b) & (c)

All of the above

Q3.

The essential skill/s for resolving and managing conflict include:

Active listening

Building empathy

Appropriate assertiveness

All of the above

Q4.

The tool/s of effective behaviour is/are:

‘I’ statements

Mapping the conflict

Both (a) & (b)

None of the above

Q5.

Empathy blockers are statements that are dominating, manipulative, disempowering and denying.

True

False

Q6.

(I) Assertive behaviour can be more difficult to recognize. (II) Aggressive behaviour is more complex and can be either active or passive.

Both the statements are correct

Only statement (I) is correct

Only statement (II) is correct

Both the statements are wrong

Q7.

The key distinctions of ‘I’ statement/s is/are:

They are openers to conversations only

They have three sections

Both (a) & (b)

They are subject to rules

All of the above

Q8.

(I) The aim of an ‘I’ statement is to clearly communicate your perception of, and your feelings about, a problem without attacking, blaming or hurting the other person. (II) External conflict is when you are unable to resolve issues within yourself.

Both the statements are correct

Only statement (I) is correct

Only statement (II) is correct

Both the statements are wrong

Q9.

Approaches conducive to creativity in the brainstorming process are:

No justifying

No blaming

Both (a) & (b)

No censoring

All of the above

Q10.

Empathy can be defined as: ‘understanding how someone is feeling and why’.

True

False

Q11.

(I) Assertive behaviour communicates self-confidence, self-respect and respect for others. (II) An Assertive person influences, listens and negotiates so that others choose to cooperate willingly.

Both the statements are correct

Only statement (I) is correct

Only statement (II) is correct

Both the statements are wrong

Q12.

Conflict is usually fuelled by ______________.

Non-assertive behaviour

Aggressive-passive behaviour

Aggressive behaviour

Assertive behaviour

Q13.

As an opener to a conversation, an ‘I’ statement is intended to provide or demand a solution.

True

False

Q14.

Ethical behaviour is generally what is believed to be correct or right behaviour in a given situation.

True

False

Q15.

Why is empathy often a more productive response than sympathy?

Empathy does entail sharing the same emotion as the other person

Empathy does not entail sharing the same emotion as the other person

Empathy does not respect the other person

None of the above

Q16.

The different levels of conflict are:

Discomfort

Misunderstanding

Both (a) & (b)

Incidents

All of the above

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