Conflict Resol. Unit 3 Quiz 1 .docx - Mike and Zach have...

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Mike and Zach have been business partners for years in a small restaurant called Beauty & the Bistro. As business grew, they found themselves fighting more and more often. They remained friends, but each felt the other wasn't taking enough responsibility for the business.One afternoon, Mike confronted Zach about some unpaid bills, saying, “Look, you said you’d take care of paying the bills this month, and now these are all going to get in late! How are we going to get supplies if our vendors don’t trust us to pay on time? Don’t you care about the business any more? I can’t run this place on my own!”Which of the following best rephrases Mike's concerns as an I-statement? "Zach, I feel like you are not fully committed to the business because your choices are not good for us.""Zach, when you don't do your work on time, it makes me feel abandoned because it seems like you don't care about our business succeeding.""Zach, I believe that you work hard and care about the business, but it is important that you focus on the details and not just the big picture.""Zach, I know you care about the business, but some things just aren't getting done. There are problems we really need to fix right away."Zach became angry when Mike confronted him about not paying bills for their restaurant, Beauty & the Bistro. "I didn't pay the bills because I'm too busy managing the staff!" he exclaimed. "I told you a year ago that we were growing too fast. We hire new kitchen and wait staff every month to keep up with customers, and I'm swamped training them and arranging schedules. I hardly get a chance to sleep, let alone pay bills!"Zach's reaction surprised Mike. "Woah, hold on," Mike said, hoping to make sure he understood Zach's position before they moved on. "You're saying that because we’ve grown so fast, managing the staff has become such a big job that it leaves no time for you to deal with bills. Is that right?"After Mike clarified Zach's position and showed that he understood, Zach calmed down. “Yes! Thank you for getting the message finally!”
Because Mike responded to Zach using active listening techniques, the conflict de-escalated. Which of the following is an example of an active listening skill?

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