Post-Assessment Results Page 1 of 5

Post-Assessment Results

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Post-Assessment: 80%

Question 1

Your colleague Mike has just been promoted to director of business services. He tells you that he is having difficulty with Fa
time he assigns a task to her, she reacts negatively and complains that she already has too much to do. Mike doesn
him that she is just a chronic complainer. What is the best advice you could give Mike to help him more effectively manage

Incorrect Not the correct choice. You answered: Let Faye know that only she can improve th

It would be unwise for Mike to adopt the view that this difficult interaction is entirely Faye
in how the interaction proceeds. Mike needs to acknowledge how his behavior may
about it.

The correct choice is: Before doing anything, decide whether the problem is worth

Mike should evaluate whether the risks of the difficult interaction are worth the benefits of an imp
out a plan and carry it out.

REVIEW MATERIAL
Learn > What Are Difficult Interactions? > Overcome barriers to action

Question 2

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Post-Assessment Results Page 2 of 5

The work of your product development team has come to a halt. Jack voices his opinion that the new cereal you are develo
conscious teenagers. Patti argues that health-conscious parents are a better target market. The statements that

Correct
Good choice. You answered: Positions.

The statements that Jack and Patti have made reflect their positions — the stances they are takin
that the cereal should target weight-conscious teenagers; Patti’s position is that it should target

REVIEW MATERIAL
Learn > Causes of Difficult Interactions > Differences in position and interests

Question 3

You manage a team responsible for selecting new locations for Go-Food-Go, an international fast-food restaurant chain. W
team reaches a stalemate. Kim takes the stance that the new restaurant should be located on the major highway at the edg
be located at a key busy intersection in town. Where are Kim and Randy likely to have the most difficulty when trying to rec

Correct
Good choice. You answered: Understanding the underlying interests.

Kim and Randy may not be aware of the underlying interests that shape each of their positions. T
ask open-ended questions.

REVIEW MATERIAL
Learn > Causes of Difficult Interactions > Differences in position and interests

Question 4

Rodney, one of your direct reports, has been causing trouble since coming to your department. He starts rumors about othe
certain people, leaving them out of important discussions, team events, and even social functions. You talk to the manager
he behaved the same way there, despite the manager’s repeated efforts over several months to solve the problem. What co
to take?

Correct
Good choice. You answered: Give Rodney a deadline for improving his behavior and dismiss hi

When someone has destructive relationships with many people across a wide range of
formally disciplining the employee and letting him go if disciplinary action doesn’t lead to

REVIEW MATERIAL
Learn > To Manage a Difficult Interaction—Or Let It Go? > Consider the potential for improvement

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Question 5

Billy Thundercloud, a food chemist at Ice Castle Ice Cream, is on a committee developing a novelty ice cream flavor for a fo
that will last about two weeks. He gets along well with the other five committee members, except Herb C. Bradley,
sales people and he wonders if they’re all like Herb: loud, obnoxious and rude. He also wonders whether he sh
bad advice to give Billy?

Correct
Good choice. You answered: Solve the problem any way possible, because all relationships wit
survival.

This would be bad advice to give. Billy should consider how important his relationship is with Her
term or long term. Since Billy doesn’t often work with sales people, his relationship with Herb is li
relationship will be short-term–about two weeks. Billy may decide it’s not worth the time and ener

REVIEW MATERIAL
Learn > To Manage a Difficult Interaction—Or Let It Go? > Identify important relationships

Question 6

Juan Contreras is in charge of safety testing for a new line of bicycles your company is developing. He doesn’t
resentful when you speak to him about it. The project is now two weeks behind. You wonder if your management style migh
consultant how to handle the situation. What is the best advice she can give you?

Correct
Good choice. You answered: Tell Juan what happened when the safety testing didn
worked.

By sharing the experiences, as well as the information and assumptions behind your view of the
understanding each other — which is essential to resolving the problem.

REVIEW MATERIAL
Learn > Assessing the Facts > Share and explain your impressions of what's going on

Question 7

The sales vice president calls Malik and Joel into his office so they can explain why second-quarter sales were down. Durin
quality problems with a new supplier Malik has chosen. That angers Malik because Joel has never talked to him about
decides to talk to Joel about it. What is the best way for Malik to express his anger?

Correct
Good choice. You answered: “When you talked about quality problems in front of the boss, I felt

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After rethinking destructive emotions, Malik should describe the feelings he’s experiencing as a r
is to express emotions without judging or blaming the other person.

REVIEW MATERIAL
Learn > Identifying the Emotions > Express your emotions

Question 8

Maria, a manager in another department, is having personality clashes with the newest member of her team. She admits to
to make her doubt her abilities as a manager. She asks you to suggest a strategy to help her protect her self-image. What i

Correct
Good choice. You answered: Write down what you consider to be your qualities as a manager.

List all the assumptions that influence your self-image. Ask yourself which of these a
the assumptions that will most likely trigger a feeling of threat to your self-image if they
conversation.

REVIEW MATERIAL
Learn > Dealing with Threats to Your Self-Image > Handle threats to your self-image

Question 9

You are a manager in the product development department of Hardy Hardware, a nation-wide handyman store
meeting, your direct report François vehemently opposes the suggestions of several team members. He appears hostile an
uncomfortable. What is the least productive way to frame the problem when speaking to François?

Incorrect Not the correct choice. You answered: “People on this team are feeling uncomforta
proposals.”

This is actually a productive way to frame the problem. Communicate feelings, not accusations.

The correct choice is: “François, there’s no place in this group for somebody who doesn

This is not a productive way to frame the problem. Focus on perceptions, not presumed
François does not take the selection process seriously, but he may have other reasons.

REVIEW MATERIAL
Learn > Solving the Problem > Continue framing the problem productively

Question 10

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You've been asked to teach a night school course on conflict resolution. Tonight, the topic is conflict in the workplace. Whic
in your lecture notes?

Correct
Good choice. You answered: “When intervening, a manager should let the employees do most o

This would most likely appear in your lecture notes. When intervening, a manager should help th
their own areas of agreement, and brainstorm for their own alternative solutions.

REVIEW MATERIAL
Learn > Managing Difficult Interactions among Employees > Decide whether to intervene

v 11.0.2.07272011 © 2011 Harvard Business School Publishing. All rights reserved.

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