Conflict Resolution

14 Grade 10 Community Service Learning questions on Conflict Resolution, with worked marking schemes. 14 questions are available on this topic in full.

1. Question 1

   1 mark

   A learner says nothing when a team-mate repeatedly fails to turn up for the tree-planting sessions, hoping that the problem will sort itself out. This way of handling conflict is best described as:

   A. avoidance

   B. compromise

   C. negotiation

   D. mediation

   (1 mark)

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2. Question 2

   2 marks

   State two causes of conflict that commonly arise within a class group carrying out a community service project.

   (2 marks)

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3. Question 3

   1 mark

   Two members of a community service group have asked a classmate to mediate their disagreement. The mediator's proper role is to:

   A. support the member whose argument sounds stronger

   B. decide which member is right and announce a penalty for the other

   C. speak on behalf of the quieter member throughout the meeting

   D. help both members hear each other and arrive at their own agreement

   (1 mark)

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4. Question 4

   1 mark

   Members of a community service group are blaming one another because two of them each assumed the other would buy the seedlings. The most likely underlying cause of this conflict is:

   A. the community's failure to support the project

   B. differences in religion among the members

   C. a shortage of money in the group's account

   D. roles and responsibilities that were never clearly assigned

   (1 mark)

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5. Question 5

   1 mark

   Two sub-groups in a community service team disagree on whether to establish the kitchen garden at the local dispensary or at the primary school. The most appropriate first step for the team leader is to:

   A. call for a vote at once and move on to the next item

   B. allow the louder sub-group to decide, since its members feel strongly

   C. hand the matter over to the head teacher for a ruling

   D. ask each sub-group to state its reasons and the community need it is trying to meet

   (1 mark)

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6. Question 6

   4 marks

   Suggest four ground rules a community service group can agree on at the start of a project in order to reduce the chances of conflict.

   (4 marks)

   Marking scheme

   Award 1 mark each for any FOUR rules, stated as workable rules: (i) every role and task is written down and assigned to a named member before work begins; (ii) all money received and spent is recorded, with receipts kept and reported to the whole group; (iii) concerns are raised directly with the person concerned or at the group meeting, and not through gossip; (iv) one person speaks at a time and each member is heard before a decision is taken; (v) decisions are made by agreement or by an agreed voting method, and once made are respected by all; (vi) members inform the leader in advance if they cannot attend a session; (vii) disagreements about the work are never expressed through insults, ridicule or abusive language.

7. Question 7

   1 mark

   During a disagreement about how the project funds were spent, one learner says, "So, if I have heard you correctly, you feel left out because one person kept all the receipts." This learner is using the skill of:

   A. changing the subject in order to calm the room

   B. compromising by giving up part of her own position

   C. paraphrasing to confirm that she has understood the other person

   D. arbitrating by imposing a settlement on the group

   (1 mark)

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8. Question 8

   1 mark

   A rumour spreads in a community service group that one member reported the others to the teacher. Which action is most likely to make the conflict worse?

   A. Checking with the teacher whether any such report was in fact made

   B. Passing the rumour on to other members before checking whether it is true

   C. Agreeing on a rule about how members should raise concerns in future

   D. Asking the member concerned directly what actually happened

   (1 mark)

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9. Question 9

   5 marks

   Describe five skills a learner needs in order to help two members of their group settle a disagreement peacefully.

   (5 marks)

   Marking scheme

   Award 1 mark each for any FIVE skills, each with a brief description: (i) active listening, hearing each party out fully without interrupting or taking sides; (ii) paraphrasing or summarising, restating each person's view so both know they have been understood; (iii) questioning, asking open questions that uncover the real interest behind each position; (iv) emotional self-control, staying calm and neutral even when voices are raised; (v) empathy, showing that each person's feelings are taken seriously; (vi) negotiation, helping the two identify options that meet both their needs; (vii) confidentiality, not repeating outside what was said during the talks; (viii) recording and follow-up, writing down what was agreed and checking later that it is being honoured.

10. Question 10

    2 marks

    State two situations in a community service project in which learners should stop trying to resolve a conflict themselves and refer it to a teacher or a community leader.

    (2 marks)

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11. Question 11

    6 marks

    A group planting trees along a river bank as part of its community service project is confronted by a herder who says the land is used for grazing his cattle. Suggest six actions the group can take to resolve the disagreement without damaging its relationship with the community.

    (6 marks)

    Marking scheme

    Award 1 mark each for any SIX of: (i) stop the planting immediately rather than continuing while the matter is disputed; (ii) greet the herder respectfully and allow him to explain his claim in full; (iii) explain politely the purpose of the project and who authorised it; (iv) acknowledge his grazing need instead of dismissing it, showing that his interest is taken seriously; (v) seek out the person or office that gave permission for the site, such as the village elder, chief or land owner, and confirm the position; (vi) involve the teacher or project supervisor rather than settling a land matter as learners on their own; (vii) look for an option that serves both parties, for example fencing only the young seedlings or shifting the planting line away from the watering path; (viii) agree on the outcome with the herder and the local leadership before resuming work; (ix) record what was agreed in the project report so that future groups are not caught by the same dispute.

12. Question 12

    4 marks

    Explain four ways in which unresolved conflict can affect the success of a community service project.

    (4 marks)

    Marking scheme

    Award 1 mark each for any FOUR of: (i) members withdraw or stop attending, so tasks are left undone and deadlines are missed; (ii) communication breaks down, leading to duplicated work or items such as seedlings or materials not being bought; (iii) the group splits into factions and decisions can no longer be made, stalling the project; (iv) the community loses confidence in the group and may withdraw its cooperation, land or permission; (v) time and energy meant for service are spent on quarrelling; (vi) learners lose motivation and the learning intended from the project is not achieved; (vii) the conflict may escalate into insults or physical confrontation, creating a discipline case and possible risk to safety.

13. Question 13

    1 mark

    While a class is clearing rubbish at a market as part of its service project, a trader threatens a learner with violence because a stall was moved. The correct action for the group is to:

    A. withdraw the learners and report the matter to the teacher and the market authorities

    B. argue with the trader until he admits that the group was right

    C. send the strongest learners to stand up to the trader

    D. carry on working and behave as though nothing has happened

    (1 mark)

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14. Question 14

    3 marks

    Outline three steps a group leader should follow when two members disagree over how the project money was used.

    (3 marks)

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