Final test & certificate

Pick the best answer for each question. 8/10 to earn the certificate.

To pass: at least 8 of 10 correct.

1. Question 1. What are the three layers under every difficult conversation?

   AWhat happened, feelings, and identityBPast, present, and futureCFacts, solutions, and commitments

2. Question 2. Why does arguing about 'who is right' usually stall?

   ABecause two people genuinely see two different storiesBBecause one of them is always deliberately lyingCBecause there is not enough written evidence

3. Question 3. What are the three parts of a good opening?

   ANeutral topic, acknowledge the difficulty, state the intention to understandBCompliment, problem, complimentCConclusion, evidence, demand

4. Question 4. Where does emotion in a difficult conversation come from directly?

   AFrom the story you build to explain the eventBFrom the event itselfCFrom the other person's character

5. Question 5. The other person goes quiet and gives clipped answers. What does that mean?

   AThey no longer feel safe — restore safety before continuing with contentBThey agree and have nothing more to addCThey are carefully considering your proposal

6. Question 6. When the other person raises their voice and interrupts, what works best?

   ADrop your voice and slow downBGet louder to hold the floorCTell them to calm down

7. Question 7. What must a genuine commitment contain when closing?

   AA named person and a specific deadlineBVerbal agreement from both sidesCA manager's signature

8. Question 8. In the Thomas–Kilmann model, which response fits a safety incident needing immediate action?

   ACompetingBCollaboratingCAvoiding

9. Question 9. When mediating between two team members, what is the most common mistake?

   ABecoming a judge and declaring who is rightBMeeting each person separately before the joint sessionCSetting ground rules before starting

10. Question 10. What does the 'reflect it back' step achieve in mediation?

    AIt forces each person to genuinely hear the other — where most misunderstanding dissolvesBIt extends the meeting so tempers coolCIt creates evidence for the HR file