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#1: Employees face conflict with co-workers in the workplace.   
 Never
 Almost Never/Infrequently
 Sometimes
 Almost Always/Frequently
 Always   
#2: Employees face conflict with customers in the workplace.   
 Never
 Almost Never/Infrequently
 Sometimes
 Almost Always/Frequently
 Always   
#3: Employees respond to conflicts in the most appropriate manner to prevent further escalation of a situation.   
 Never
 Almost Never/Infrequently
 Sometimes
 Almost Always/Frequently
 Always   
#4: Employees interact with customers and co-workers professionally and with the utmost respect.   
 Never
 Almost Never/Infrequently
 Sometimes
 Almost Always/Frequently
 Always   
#5: Employees adhere to relevant policies and properly manage confrontations and disruptions in the workplace.   
 Never
 Almost Never/Infrequently
 Sometimes
 Almost Always/Frequently
 Always   
#6: When confronted by a customer or co-worker, employees tend to personalize the situation and contribute to the problem escalating.   
 Never
 Almost Never/Infrequently
 Sometimes
 Almost Always/Frequently
 Always   
#7: In stressful situations with customers or co-workers, employees consider the perspectives of others to achieve effective problem resolution.   
 Never
 Almost Never/Infrequently
 Sometimes
 Almost Always/Frequently
 Always   
#8: Employees demonstrate appropriate listening skills with customers and co-workers who are upset.   
 Never
 Almost Never/Infrequently
 Sometimes
 Almost Always/Frequently
 Always   
#9: Employees pay attention to, and appropriately adjust, their verbal tone and body language when dealing with customers and co-workers.   
 Never
 Almost Never/Infrequently
 Sometimes
 Almost Always/Frequently
 Always   
#10: Employees are aware of and respond appropriately to the verbal tone and body language exhibited by others in the workplace.   
 Never
 Almost Never/Infrequently
 Sometimes
 Almost Always/Frequently
 Always   
#11: Dangerous situations which have occurred in my workplace, could have been prevented if employees had better developed skills in responding to and de-escalating challenging situations.   
 Never
 Almost Never/Infrequently
 Sometimes
 Almost Always/Frequently
 Always   
#12: Employees become frustrated or frightened when faced with conflict or disruptions in the workplace.   
 Never
 Almost Never/Infrequently
 Sometimes
 Almost Always/Frequently
 Always   
#13: Employees respond confidently to implement organizational procedures in responding to physically violent situations in the workplace.   
 Never
 Almost Never/Infrequently
 Sometimes
 Almost Always/Frequently
 Always   

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