Conflict Resolution & Negotiation Flashcards

In the Thomas-Kilmann Conflict Mode Instrument, which style is high in assertiveness and high in cooperativeness?

Answer: Collaborating

Collaborating combines high assertiveness with high cooperativeness to seek win-win outcomes.

A business coach's client keeps arguing over a fixed salary number with a partner. What should the coach encourage the client to explore instead?

Answer: The underlying interests behind each party's position

Principled negotiation focuses on interests rather than positions to unlock creative agreements.

What does BATNA stand for in negotiation?

Answer: Best Alternative to a Negotiated Agreement

BATNA is the Best Alternative to a Negotiated Agreement, the fallback if talks fail.

Two department heads coached by the same business coach refuse to speak to each other. What is the most appropriate first step for the coach acting as a neutral facilitator?

Answer: Meet with each party separately to understand their perspectives

Private caucuses let a facilitator surface each party's concerns safely before joint dialogue.

Which behavior most signals active listening during a heated negotiation?

Answer: Paraphrasing the other party's statement before responding

Paraphrasing confirms understanding and shows the speaker they have been heard.

What is the ZOPA in a negotiation?

Answer: The range where both parties' acceptable outcomes overlap

The Zone of Possible Agreement is the overlap between each side's acceptable terms.

A coaching client says a colleague 'always attacks' her ideas in meetings. Which reframing question best serves conflict resolution?

Answer: "What might the colleague be trying to protect or achieve with those comments?"

Perspective-taking questions help the client see the other party's interests and reduce attribution bias.