14. Aggressive thinking is also known as: a. Domineering thinking. b. Judgemental thinking. c. Manipulative thinking. d. Abusive thinking. 15. Good listeners: a. Tune out negativity.
7. Much of how one thinks and acts is: a. A matter of habit. b. A result of trauma. c. Ingrained from birth. d. Learned from one’s family. 8. During the acute stress response, the _______ nervous system triggers the release of epinephrine and norepinephrine from the medulla and adrenal glands. a. Emergency. b. Fight-or-flight. c. Parasympathetic. d. Sympathetic. 9. One of the core principles of conflict resolution and dealing with difficult people is to try to resolve issues: a. Without emotion. b. Without negative emotion. c. With the full range of authentic emotion. d. By pretending to be emotionless during moments of anger. 10. We can create a less stressful environment by: c. Convincing others that we are right. d. Simply accepting people as they are. 11. Negative behaviors or responses often come from our own feelings of: a. Anxiety. b. Overwhelm. c. Insecurity. d. Anger. 12. ________ communicators endeavor to de-escalate conflict and improve communication. a. Neutral. b. Assertive. c. Aggressive. d. Passive. 13. __________ immediately reduces anxiety and conflict and increases goodwill. a. Offering a warm beverage. b. Expressing concern. a. Only interacting with people we agree with. b. Trying to change people to be more like us.
b. Don’t ask questions, even when confused. c. Can anticipate what is about to be said. d. Resist interrupting. 16. When interacting with difficult people who talk a great deal but don’t really listen, you may have to: a. Walk away from the conversation. b. Speak louder. c. Stop trying to engage. d. Interrupt. 17. Asking clarifying, factual questions can help when engaging with difficult people who: a. Are lying. b. Are enraged. a. Take a 5 minute break during heated conversations. b. Ask the difficult person to explain their reasoning. c. Ask for colleagues to join the conversation to provide backup. d. Tell the difficult person to calm down before continuing to talk. 19. Arguments often erupt when: a. Two people are trying to be heard and understood at the same time. b. Two people have different communication styles. c. Two people who come from different backgrounds try to discuss a difficult subject. d. Two people are both assertive communicators. 20. One of the most powerful tools for bringing out the best in people is: a. Agreeing to disagree. b. Teaching someone assertive communication skills. c. Giving someone the benefit of the doubt. d. Using touch (a hug, a hand on their arm) to connect to someone who is angry. c. Are being vague. d. Are being passive. 18. It can be very useful to:
c. Naming one’s own feelings. d. Correcting untrue statements.
Course Code: FAZ02DP
Page 7
Book Code: FAZ0724
EliteLearning.com/Funeral
Powered by FlippingBook