Communication and Conflict Resolution Flashcards

You notice a team member's body language is closed off (crossed arms, avoiding eye contact) despite them saying everything is 'fine.' What is the most appropriate action?

Answer: Gently acknowledge the discrepancy and invite them to share more if comfortable

Acknowledging nonverbal cues non-intrusively opens the door to honest communication without putting the person on the spot.

In the context of the Caliper Assessment, high scores on 'Assertiveness' combined with low scores on 'Empathy' may suggest a communicator who:

Answer: Is persuasive but may overlook how their style affects others

High assertiveness drives clear expression of views, but without empathy, the impact on others may go unnoticed.

Which statement BEST describes 'interest-based' conflict resolution?

Answer: Parties focus on underlying needs rather than stated demands

Interest-based resolution looks beneath positions to find shared or compatible underlying needs, enabling creative solutions.

A client is upset about a delayed deliverable and begins raising their voice. The FIRST communication priority should be to:

Answer: Acknowledge their frustration and validate their concern before problem-solving

Validating the client's emotions first demonstrates empathy and lowers emotional intensity before moving to solutions.

The concept of 'psychological safety' in team communication means that team members:

Answer: Feel comfortable speaking up, admitting mistakes, and challenging ideas without fear of punishment

Psychological safety, coined by Amy Edmondson, enables candid communication and risk-taking which are essential for innovation and conflict surfacing.

When using 'I statements' in a conflict, the purpose is to:

Answer: Express your experience without attributing blame to the other person

'I statements' describe your own experience (e.g., 'I feel frustrated when…') which reduces defensiveness compared to accusatory 'you statements.'

After a conflict is resolved, which step is MOST important to sustain the resolution?

Answer: Following up to confirm the agreed actions were implemented and the relationship is intact

Follow-up confirms accountability and signals ongoing investment in the relationship, which solidifies the resolution over time.