Once you, the responder, understand the initiator's complaint, ...

[faduma]

Once you, the responder, understand the initiator's complaint, what should you do?
 
  A) Ask for time to consider your options
  B) Recommend some solutions
  C) Ask for recommended solutions from the initiator
  D) Seek a mediator to work through the solutions

Question 2

Your boss is very upset with you. She screams at you and calls you all kinds of names. What should you do?
 
  A) Take it, it's not like you haven't heard the names before
  B) Discuss this problem with your boss's manager
  C) Calmly inform her that you don't have to listen to this and leave
  D) Tell her you do not have to tolerate personal attacks and when she calms down, you'll be happy to talk about the problem without the emotions

[stano32]

Answer to Question 1

Answer: C
Explanation: A) Incorrect. This gives the initiator anxiety over whether you will take the concerns seriously. It is much better to eliminate this ambiguity by agreeing on a plan of action.
B) Incorrect. The initiator likely has some ideas in mind, and it is better to ask first if he or she has any ideas. Only once the initiator offer his or hers should you mention your own possible solutions.
C) Correct. This shifts attention from the negative to the positive and from the past to the future. It also allows the initiator to discuss not only the problem but whatever solutions he or she has considered.
D) Incorrect. The role of a mediator is to help resolve conflict. Once you get to the problem generation stage, a mediator is likely not necessary.

Answer to Question 2

Answer: D
Explanation: A) Incorrect. An emotional outburst can be very detrimental to problem solving. If a situation like this occurs, you may need to interject and set some ground rules for problem solving. Ignoring the problem will not make it go away.
B) Incorrect. An emotional outburst can be very detrimental to problem solving. If a situation like this occurs, you may need to interject and set some ground rules for problem solving. Discussing the incident with the boss's manager may cause resentment for not discussing the problem directly with your boss.
C) Incorrect. Though an emotional outburst can be very detrimental to problem solving, if a situation like this occurs, you should interject and set some ground rules for problem solving. Ignoring the problem and walking away will not make it go away.
D) Correct. An emotional outburst can be very detrimental to problem solving. If a situation like this occurs, you may need to interject and set some ground rules for problem solving.