Caliper Assessment Communication and Conflict Resolution 3 — Questions and Answers
Question 1: 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?
- Take their verbal response at face value and move on
- Gently acknowledge the discrepancy and invite them to share more if comfortable (Correct answer)
- Inform the team that this person seems upset
- Demand they explain their body language immediately
Correct 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.
Question 2: In the context of the Caliper Assessment, high scores on 'Assertiveness' combined with low scores on 'Empathy' may suggest a communicator who:
- Effectively balances directness with sensitivity to others
- Is persuasive but may overlook how their style affects others (Correct answer)
- Avoids conflict and defers to group consensus
- Struggles to express opinions clearly in disagreements
Correct 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.
Question 3: Which statement BEST describes 'interest-based' conflict resolution?
- Each party states their position and refuses to yield
- Parties focus on underlying needs rather than stated demands (Correct answer)
- A manager imposes a solution based on company policy
- Parties agree to disagree and avoid the issue indefinitely
Correct 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.
Question 4: A client is upset about a delayed deliverable and begins raising their voice. The FIRST communication priority should be to:
- Defend the company's timeline and explain the reasons for the delay
- Acknowledge their frustration and validate their concern before problem-solving (Correct answer)
- Transfer the call to a supervisor immediately
- Offer a discount to immediately de-escalate
Correct 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.
Question 5: The concept of 'psychological safety' in team communication means that team members:
- Are protected from any negative feedback
- Feel comfortable speaking up, admitting mistakes, and challenging ideas without fear of punishment (Correct answer)
- Have confidential communication channels with HR
- Are paired with a buddy system for all major projects
Correct 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.
Question 6: When using 'I statements' in a conflict, the purpose is to:
- Emphasize personal authority and expertise
- Express your experience without attributing blame to the other person (Correct answer)
- Make clear that your feelings matter more than theirs
- Avoid using the word 'you' entirely in the conversation
Correct 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.'
Question 7: After a conflict is resolved, which step is MOST important to sustain the resolution?
- Documenting who was at fault for future reference
- Following up to confirm the agreed actions were implemented and the relationship is intact (Correct answer)
- Announcing the resolution to the broader team
- Avoiding the topic entirely to prevent re-igniting tension
Correct 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.
Caliper Assessment Communication and Conflict Resolution 3
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?