Final Examination
Interpersonal Conflict
BAM 547
Conflict Management
California Coast University
5
Final Examination
BAM 547 Conflict Management
Multiple Choice Questions (Enter your answers on the enclosed answer sheet)
1. According to the text, conflict resolution is a(n) ___________.
a. set of skills that can be learned
b. intuitive skill
c. skill that is not very useful
d. None of the above.
2. Which of the following is NOT an essential feature of Wilmot and Hocker’s definition of
interpersonal conflict?
a. an expressed struggle
b. independence
c. incompatible goals
d. scarce resources
3. Terry and Pat have been in a committed romantic relationship for the last five years. Both an
increased intensity and frequency of conflict have characterized their relationship. Recently
both of them have become less invested in the relationship and have sought out others to
fulfill some of their needs for affection, inclusion, and control. Basically, they don’t rely on
each other for much and have come to expect less and less from each other. Terry and Pat’s
choices reflect which of the five features that contribute to destructive conflict.
a. Escalatory spirals
b. Avoidance spirals
c. Retaliation
d. Inflexibility and rigidity
4. Suki and Laura are best friends. Laura feels betrayed because Suki is so caught up in her new
relationship with her boyfriend that she doesn’t appear to have time for Laura. In this
instance, the conflict is fueled by _________.
a. interdependence
b. perceived incompatible goals
c. perceived scarce resources
d. avoidance of the issues
5. A spiral that moves only in one direction – upward and onward – is an example of a(n)
_________ spiral.
a. devitalized
b. regressive
c. progressive
d. escalatory
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Final Examination
BAM 547 Conflict Management
6. Which of the following is an advantage and function of conflict?
a. Conflict can function to clear out resentments and help people understand each other.
b. One partner can prove how right s/he is.
c. You never need to look at another person’s point of view.
d. The relationship can end and you can be free to pursue other goals.
7. According to your text, __________ criticize more than __________ in marital conflicts.
a. adults; children
b. men; women
c. women; men
d. students; teachers
8. Wilmot and Hocker discuss several benefits of improving your conflict management skills.
Which of the following is one of those benefits?
a. You can learn to always get what you want.
b. People around you will benefit from your improved skills.
c. You can improve your relationships.
d. b and c are both correct.
9. If you are upset with your roommate, and you show it by playing your stereo loud enough to be
annoying, the authors of your text would say you are demonstrating which of the following
dimensions of conflict?
a. expressed struggle
b. perceived incompatible goals
c. perceived interference
d. interdependence
10. Most expressed struggles are activated by _________.
a. internal stress
b. ambivalence
c. conflicting internal dialogues
d. a triggering event
11. Which of the following BEST describes an aggressive system?
a. Snide comments are fine.
b. If someone has a concern, don’t respond to it.
c. Strong feelings are seen as normal and are allowed.
d. Have an audience present when you engage someone.
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Final Examination
BAM 547 Conflict Management
12. Which of the following statements is a commonly-held negative view of conflict?
a. Harmony is normal and conflict is abnormal.
b. Anger is the only emotion in conflict interaction.
c. Conflict should never be escalated.
d. All of the above.
13. The following statement by Justin about a conflict with his sister, Shannon, is an example of
which of the conflict metaphors below?
“The next time she says something about my lifestyle I’m likely to blow longer and louder
than a Mt. St. Helen’s eruption.”
a. Conflict is a trial.
b. Conflict is an act of nature.
c. Conflict is a balancing act.
d. Conflict is warlike and violent.
14. According to Wilmot and Hocker, the central metaphor used to describe conflict is
__________.
a. conflict is a war.
b. conflict is a dance.
c. conflict is a mess.
d. conflict is a balancing act.
15. Metaphors that help us to envision ways to transfrom a conflict are __________.
a. neutral
b. transformative
c. realistic
d. a succinct view of the situation
16. Which of the communication cultures will frown upon self-expression if it is not used to
further the needs of a group?
a. feminine communication culture
b. masculine communication culture
c. Asian communication culture
d. Native American culture
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Final Examination
BAM 547 Conflict Management
17. In this approach, individuals are assume to learn to be male or female based on
communication and observation.
a. social learning theory
b. the Lens Model of conflict
c. attribution theory
d. collectivist theory
18. Both men and women have the opportunity to choose which communication behavior?
a. domination
b. competition
c. avoidance
d. a wide range of communication behaviors
19. According to Wilmot and Hocker, which type of family is characterized by walking away from
conflicts, never raising your voices, not telling anyone if there is a struggle, and keeping
strong feelings to yourself?
a. collaborative family
b. permissive family
c. aggressive family
d. avoidant family
20. According to the text, all of the following are neutral metaphors about conflict except:
a. conflict is a game.
b. conflict is a heroic adventure.
c. conflict is a balancing act.
d. conflict is a mess.
21. Steve and Bonnie disagree on how to spend the money they receive from their tax refund.
Steve wants to take the family on a trip to Seattle and Bonnie wants to save if for a rainy day.
What type of goal does this conflict interaction represent?
a. identity
b. process
c. topic
d. relational
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Final Examination
BAM 547 Conflict Management
22. The goals one has for the outcome of a conflict prior to actively engaging in it are called
__________ goals.
a. relational
b. transitive
c. prospective
d. retrospective
23. A newlywed couple was having trouble resolving their disputes. The husband felt like he was
trying to solve the problems, but his wife did not take him seriously during the discussions
because she would do something else while they were talking–laundry, redecorating, etc.
They decided that they would have a “meeting” to discuss issues when they arose. The
meeting would be a time where they would shut out all distractions and discuss the situation
until a solution arose. What is the paramount goal in this situation?
a. topic
b. relationship
c. identity
d. process
24. Which of the following are considered to be the “drivers” of disputes?
a. topic; relationship
b. relationship; identity
c. identity; process
d. process; topic
25. Relationship goals refer to those that answer the question:
a. “What do we want?”
b. “Who are we to each other?”
c. “Who am I in this interaction?”
d. “What communication process will be used?”
26. Which of the following statement is NOT one of the basic principles of relational interests
and goals?
a. Identity issues do not typically affect relationship messages.
b. You always give relational messages.
c. We each translate or interpret relational messages differently.
d. Relational interests are more important than topic interests.
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Final Examination
BAM 547 Conflict Management
27. Tyler is a young, naturally gifted athlete. Unfortunately, his work ethic does not match his
talent. When he completed a competition in 6th place rather than his expected first or
second place, he spent a great deal of time and energy telling people how the judges were
unfair and were biased toward other athletes. Tyler is using which of the following
face-saving strategies?
a. refusing to step back from a position
b. claiming unjust intimidation
c. suppressing conflict issues
d. helping others increase their self-esteem
28. Which of the following is an inaccurate summary of the nature of overlapping TRIP goals?
a. Interests overlap with each other and differ in primacy.
b. Identity and relationship issues underlie topic and process issues.
c. In a serious dispute, content-only solutions are typically the most satisfying.
d. Conflict parties often specialize in one kind of goal.
29. Transactive goals develop __________.
a. during conflict episodes rather than before and after
b. after conflict episodes rather than before or during them
c. before conflict episodes rather than during or after
d. when there is the possibility of transforming the relationship
30. Retrospective goals are the ones that __________.
a. annoy our conflict partners the most
b. are emergent and understood most when the crisis has passed
c. give us a sense of clarity of the implications of a conflict when we look back on it
d. we come into a conflict hoping to accomplish
31. Jake is always careful to arrive on time for work. He knows that his boss will dock his pay
for any missed hours. Jake’s boss has what kind of power over him?
a. interpersonal linkages
b. resource control
c. expertise
d. communication skills
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Final Examination
BAM 547 Conflict Management
32. Imagine you are looking for a new job. You know that your friend, Alicia, knows the
vice-president of a company where you would like to work. Your text would describe Alicia’s
influence on you as __________.
a. interpersonal linkages
b. resource control
c. expertise
d. communication skills
33. While preparing to teach an online course, Julie regularly seeks out the assistance of Tony,
the technology support person at her university. Julie understands that Tony has vast
knowledge regarding the software and course management system she needs to use. Your
book would describe the “power currency” Tony has in this scenario as _________.
a. interpersonal linkages
b. resource control
c. expertise
d. communication skills
34. Which of the following is NOT one of the ways you might deny using power in a conflict?
a. Deny that you communicated something.
b. Deny that something was communicated.
c. Deny that the other person communicated something.
d. Deny that you communicated something to the other person.
35. Latisha appreciates the fact that she has been trained in the art of public address because
she finds that in many situations she can employ her __________ as a power currency.
a. interpersonal linkages
b. resource control
c. expertise
d. communication skills
36. The fundamental concept in conflict is __________.
a. power
b. persuasion
c. compromise
d. collaboration
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Final Examination
BAM 547 Conflict Management
37. Which of the following is the most accurate statement about power currencies?
a. Power currencies are independent of one another.
b. Individuals generally have only one or two currencies to use.
c. Developing a repertoire of currencies can help lead to the sharing and balance of
power.
d. Power currencies cannot be exchanged.
38. Empowerment is most likely when __________.
a. one increases their power
b. third parties are invested with the power to intervene on behalf of the less powerful
c. parties focus on the process of communication with each other
d. long term relationships work
39. Which of the following statements is NOT consistent with Wilmot and Hocker’s description of
competitive power?
a. Competitive power can be useful.
b. Competition can lead to collaboration.
c. All forms of power are always in a state of change.
d. Competitive power is not appropriate when protecting children.
40. When Ken’s parents died, his sister was named as the executor of their estate. She gave all
of the “good” furniture to her children and left only an old green dresser for Ken and his
kids. He was furious with her actions, especially in this time of grief. Even though Ken could
be considered to have lower power, he decided to maintain his relationship with his sister
and told his sister how he felt. He also encouraged his kids not to bring up the issues with
their cousins. Ken’s decision is an example of which of the following moves that Lerner
suggests that people in low-power positions adopt?
a. Speak up and present a balanced picture of strengths as well as weaknesses.
b. Make clear what one’s beliefs, values, and priorities are, and maintain congruent
behaviors.
c. Stay emotionally connected to significant others even when things get intense.
d. State differences, and allow others to do the same.
41. A professor that consistently double books appointments with someone she does not want to
deal with may be engaging in __________.
a. assertive communication
b. aggressive behavior
c. passive-aggressive behavior
d. appropriate communication
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Final Examination
BAM 547 Conflict Management
42. Conflict ___________ are patterned responses or clusters of behavior that people use in
conflict. __________ are individual moves that people make to carry out their
general approach.
a. styles; tactics
b. styles; values
c. assumptions; tactics
d. values; options
43. You are more likely to compete than accommodate when you score high on which of the
following?
a. concern for self
b. concern for other
c. concern for relationship
d. self-centered
44. Kilmann and Thomas identified 5 conflict styles that individuals use in a variety of conflict
situations. The middle ground style is:
a. accommodation
b. competition
c. avoidance
d. compromise
45. Kilmann and Thomas identified 5 conflict styles that individuals use in a variety of conflict
situations. The style which factors in both your concerns and the other’s concerns is:
a. accommodation
b. competition
c. collaboration
d. compromise
46. In a conflict situation, if you try to use your authority to make a decision in your favor, you are using which conflict style?
a. avoidance
b. competition
c. compromise
d. accommodation
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Final Examination
BAM 547 Conflict Management
47. All of the following are examples of verbal aggression except __________.
a. character attacks
b. ridicule
c. requests for information
d. profanity
48. Dave is extremely frustrated with his co-workers; conflict is occurring everywhere, and he
doesn’t feel like he is valued in his job. He starts thinking to himself he should look for a
new job. When one of his co-workers asks him about an upcoming work event, Dave says, “I
don’t really have time to work on this. It’s not like I’ll be here anyway.” Dave is using which
accommodation tactic?
a. giving up
b. disengagement
c. denial of needs
d. expression of desire for harmony
49. Which of the following is a pattern of violence?
a. Physical aggression is almost always preceded by verbal aggression.
b. Intimate violencei s usually reciprocal.
c. Victims of abuse are in a no-win situation.
d. All of the above are patterns of violence.
50. Nicole and Ryan disagree over where they should spend their holidays. Lately, each time
Nicole tries to discuss the issue with Ryan, Ryan responds with a joke or changes the
subject. Ryan is using which style of conflict, identified by Kilmann and Thomas in your
text?
a. accommodation
b. competition
c. avoidance
d. compromise
51. Emotions are __________.
a. destructive during conflicts
b. states of feelings
c. simple to regulate
d. irrational
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Final Examination
BAM 547 Conflict Management
52. Self-protective emotions are associated with __________.
a. the right hemisphere of the brain
b. the left hemisphere of the brain
c. Physical triggers
d. Destructive individuals
53. Prosocial emotions are associated with __________.
a. the “soft” part of the brain
b. the right hemisphere of the brain
c. the left hemisphere of the brain
d. competition
54. Which of the following is NOT a misconception about emotions?
a. should not be expressed at work
b. hinder good decision making
c. should be saved for “later”
d. emotions can be managed
55. Lori traditionally hosts Thanksgiving at her house for 10-15 of her relatives. Rarely do any of
the guests help out with dinner, clean up dishes, or even say “Thank you.” This has been
going on for so long that she resents hosting the dinner at all. This year she assigned each
person to bring a food or do a particular task. A few guests opted out, but the remainder
came to dinner and everyone (including Lori) had a good time. According to your text, Lori’s
anger served one of many important functions, such as __________.
a. seeking revenge
b. righting a wrong
c. setting boundaries
d. giving her a wake-up call
56. Which emotion has been termed the “moral” emotion?
a. anger
b. sadness
c. fear
d. revenge
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Final Examination
BAM 547 Conflict Management
57. __________ are more likely than __________ to cover up anger.
a. Men/women
b. Women/men
c. Parents/children
d. Employers/employees
58. __________ are more likely than __________ to cover up sadness.
a. Men/women
b. Women/men
c. Parents/children
d. Employers/employees
59. Too little sadness can result in __________.
a. burdens on others
b. distorted emotional expression
c. depression
d. little to no conflict
60. At the __________ level, most people cannot accurately descibe the system dynamics
impacting them.
a. topic
b. relationship
c. macro
d. micro
61. All of the following are key concepts to Systems Theory except _________.
a. wholeness
b. organization
c. individualism
d. patterning
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Final Examination
BAM 547 Conflict Management
62. Caitlin ran to her mother to tell on her brother, Sam. Caitlin said that Sam hurt her hand
when they passed each other on the stairwell. Understanding conflict, Caitlin’s mom decided
to sit down with both of the children and ask them what happened, starting from when
they saw each other on the stairs. She found out that Caitlin, in fact, hurt her hand when
she hit Sam. Sam did nothing in return! Which principle of the system theory is Caitlin’s
mom recognizing?
a. Conflict in systems occurs in chain reactions.
b. Each member gets labeled, or programmed, into a specific role in the system.
c. System members must cooperate in order to keep conflicts going.
d. Systems develop rules for conflict that are followed even if they work poorly.
63. People form coalitions in order to:
a. Share topic information
b. Get support and understanding
c. Have a sense of belonging
d. All of the above.
64. According to the Difficult Conversations Guide, which of the following is most important?
a. identifying who is being difficult
b. learning to deal with difficult people
c. utilizing neutral third parties
d. asking yourself “what happened?”
65. According to the Conflict Assessment Guide the question, “What attitudes toward conflict do
participants seem to hold,” helps clarify which of the following components?
a. orientation to the conflict
b. nature of the conflict
c. interests
d. styles
66. All of the following are effective ways of assessing a conflict except __________.
a Nature of the conflict
b. Determining which party is at fault
c. Orientation of the conflict
d. Conflicts and emotions
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Final Examination
BAM 547 Conflict Management
67. A repetitive loop of observable communication with a redundant outcome is called a
___________.
a. toxic triangle
b. microevent
c. coalition
d. system
68. Which of the following terms best describes a marriage where both partners accept a
conventional, calm, ordered marriage that maintains little conflict?
a. conflict-habituated relationship
b. devitalized marriage
c. passive-congenial relationship
d. vital relationship
69. When analyzing coalitions in a conflict, the member who is “out” is called the __________.
a. instigator
b. investigator
c. isolate
d. intermediary
70. Which of the following statements is an example of a “systems rule in conflict?
a. When Dad is angry at the youngest child, the older child intervenes.
b. Mom always talks to the kids on behalf of Dad.
c. No one talks about the conflict until months after it occurs.
d. All of the above are possible “rules” in a system that is experiencing conflict.
71. In a conflict spectrum, negotiation is between which of the following two poles?
a. conflict and resolution
b. accommodation and collaboration
c. avoidance and domination
d. bargaining and goal-attainment
72. Which of the following are potentially constructive ways to balance power in a negotiation?
a. Hire a mediator to help you.
b. Begin to avoid people who we perceive to have higher power.
c. Use your skills in manipulation.
d. Feign ignorance.
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Final Examination
BAM 547 Conflict Management
73. Which of the following is NOT an assumption of collaborative negotiation?
a. Common interests are valued and sought.
b. Interdependence is recognized and enhanced.
c. Limited resources do not exist.
d. The goal is a mutually agreeable solution that is fair to all.
74. Which of the following is a disadvantage of collaborative bargaining?
a. The bias toward cooperation may result in internal pressure to compromise when you
don’t really want to.
b. It avoids confrontation.
c. There is an increased vulnerability to deception and manipulation by a competitive
opponent.
d. All are potential disadvantages of collaborative bargaining.
75. Which of the following statements is FALSE about assessing interests in negotiations?
a. Relational and identity issues are rarely seen, and if present, are readily visible.
b. Parties in conflict often assume they know the interests of the other.
c. Taking a firm position suggests several interests typically underlie it.
d. Parties always have multiple interests.
76. From a competitive approach, Principled Negotiation may appear weak. According to the
authors of your text, strength or toughness comes in the form of __________.
a. accommodating the other
b. firm flexibility
c. standing up for your principles at all costs
d. relying on criteria established by others
77. Why is “expanding the pie” an effective way of negotiating collaboratively?
a. It threatens both parties into giving up their piece of the pie.
b. Someone is always “hungrier.”
c. It attempts to expand scarce resources available, altering the conflict structure.
d. People become more entrenched in their “positions.”
78. Negotiation that is transformational is defined as __________.
a. cooperating fully with the other
b. creating something new from what existed before
c. using your intuition to help reframe the conflict
d. cooperative competitiveness
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Final Examination
BAM 547 Conflict Management
79. Collaborative conflict management requires ___________.
a. one person to give up his/her needs
b. one person to have more power than the other
c. all parties to give their best communication efforts
d. too much time to be effective
80. Which of the following is NOT true of competitive bargainers?
a. They will make high opening demands and concede slowly.
b. They will recognize and enhance interdependence.
c. They will exaggerate the value of concessions that are offered.
d. They will try to resist persuasion on issues.
81. In which of the following situations is third-party intervention appropriate?
a. A couple is having problems agreeing on custody of their child, yet don’t want a judge
to have the final say.
b. Members of two different fraternities are being destructive to one another’s property.
c. Two girls are fighting over a doll and, unexpectedly, the doll is ripped in half.
d. All of the above.
82. Which type of formal intervention allows the conciliator to serve as a __________ to parties
who make their own decisions?
a. conciliator
b. mediator
c. arbitrator
d. facilitator
83. Which of the following is NOT an advantage of mediation?
a. Mediation allows the conflicting parties to disagree on the settlement.
b. Mediation reduces the cost of protracted disputes.
c. Mediation increases satisfaction with the outcomes of the dispute.
d. Mediation enhances relationships among people.
84. Intervention helps to transform conflicts. Which of the following is NOT one of the forms
that transformation may take?
a. Change the expression of the conflict.
b. Change the perceptions of incompatible goals.
c. Alter the degrees of independence between the parties.
d. Modify the actual or perceived scarcity of resources.
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Final Examination
BAM 547 Conflict Management
85. When an authority listens to both sides of a dispute, questions the parties to the conflict,
and then renders a judgment that both parties have agreed ahead of time to accept, which
of the following intervention strategies is in play?
a. adjudication
b. arbitration
c. facilitation
d. mediation
86. Because mediation relies on agreements developed by all of the parties to the conflict,
mediation brings which of the following advantages to other forms of dispute resolution?
a. Solutions are more likely to be creative.
b. A mutual stake in the resolution is promoted.
c. Solutions are more likely to involve a compromise.
d. All of the above.
87. Which of the following is NOT a limitation of mediation?
a. Some people are not willing to work collaboratively with their “enemy.”
b. It requires the parties to be involved in their own decision making process.
c. Parties have to be committed to working on the conflict.
d. If physical abuse has been present in the relationship, it may be difficult to deal with
the power imbalance.
88. Which of the following statements is FALSE?
a. Children can be effectively trained as mediators.
b. Mediation can be used in conjunction with counseling
c. Mediators need to be content experts in the area of dispute
d. Mediation takes many different forms in different contexts.
89. Which of the following is a potential advantage for using adjudication to manage conflicts?
a. No advantages exist.
b. Parties will have a firm decision on who is right.
c. Children are usually very satisfied in custody disputes.
d. Power imbalances may be corrected.
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Final Examination
BAM 547 Conflict Management
90. Which of the following contexts would be appropriate for mediation?
a. workplace disputes
b. teacher/student disagreements
c. conflict amongst members of a Homeowners’ Association
d. Any of the above may be appropriate contexts for mediation.
91. When Lisa says to her husband, “You’d make a lousy father,” she is communicating which
type of hurtful message?
a. accusation
b. advice
c. evaluation
d. threat
92. “If you think you are going to walk out on me, I’ll make sure your parents know everything
you did when we were living with them,” is an example of what type of hurtful message?
a. desire
b. threat
c. advice
d. evaluation
93. According to the list of stages in the forgiveness process, what is the chronology of the
following statements?
(1)“Why hasn’t something like what happened to me happened to her?”
(2) “How would life be different if I forgave him?”
(3) “I can’t believe this happened to me.”
(4) “I made it through this experience and no longer harbor resentment.”
a. 1, 2, 3, 4
b. 4, 3, 1, 2
c. 3, 2, 1, 4
d. 3, 1, 2, 4
94. Jim and Susie are getting a divorce and have been going to court to obtain a custody
settlement. Jim suddenly realizes that his fight for the children has more to do with hurting
Susan than with the children’s well-being (they both are good parents to the children). Jim is
portraying which stage in the forgiveness process?
a. the strand of empathy
b. the strand of forbearance
c. the strand of commitment
d. the strand of truth
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Final Examination
BAM 547 Conflict Management
95. Which of the following is characteristic of forgiveness?
a. Dismissing or minimizing a situation.
b. Excusing the actions or behavior of the other.
c. It is indifferent about justice.
d. Acknowledging the truth about what has happened.
96. The question, “Am I willing to consider forgiveness as an option,” is most closely related to
which of the following stages of forgiveness?
a. uncovering
b. work
c. decision
d. outcome
97. Sarah has recently been robbed and is leery of leaving her apartment if she does not have to.
According to the steps Layton uses to describe the forgiveness process, Sarah is in the midst
of which of the following?
a. injured innocence
b. obsession
c. fear
d. transformation
98. When a person gets caught up in what has happened to them and uses their story to get
sympathy from others, they may be caught up in the eddy of __________.
a. resentment
b. victimization
c. revenge
d. depression
99. Individuals are more likely to renegotiate a relationship through forgiveness when they know
which of the following?
a. The other has acknowledged the hurt experienced.
b. An apology for the hurt and pain will be included.
c. The other is willing to apologize for the offensive behavior.
d. All of the above.
100. Which of the following are NOT necessary for an effective apology?
a. acknowledgement of responsibility
b. awareness of harm resulting from one’s actions
c. promises not to engage in the offensive behavior again
d. expression of regret or remorse
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