Need help answering these two questions please:

You are working through a conflict situation with a customer. You try your best to reduce the tension and to have the customer take his time on the problem. You are practicing which conflict resolution model? A. Changing perceptions B. Avoiding conflict C. Smoothing D. Forcing A successful team effort should produce which of the following benefits? A. Improved worker morale B. A decreased need for management efforts C. Reduced communications between managers and team members D. Cost expenditures excluding gains