CBN Active Listening & Reframing 2 — Questions and Answers
Question 1: A supplier says, 'We can't possibly deliver by your deadline.' What is the most effective reframe to open up solutions?
- Restate their position as a final refusal and move on
- Reframe it as 'What would need to change for an earlier delivery to be possible?' (Correct answer)
- Accept the deadline and adjust your project plan
- Escalate to their senior management immediately
Correct answer: Reframe it as 'What would need to change for an earlier delivery to be possible?'
Reframing the constraint as a conditional question shifts the conversation from 'no' to problem-solving mode.
Question 2: Which listening behavior is most likely to cause a counterpart to shut down emotionally during a negotiation?
- Maintaining steady eye contact
- Paraphrasing their concerns back to them
- Interrupting to correct factual errors mid-sentence (Correct answer)
- Taking brief notes while they speak
Correct answer: Interrupting to correct factual errors mid-sentence
Interrupting signals that finishing the thought matters less than your own point, which shuts down emotional openness.
Question 3: In active listening, what does the technique of 'mirroring' specifically involve?
- Matching the counterpart's body language and posture
- Repeating the last few words the counterpart said as a question (Correct answer)
- Summarizing the full conversation at the end
- Agreeing with every point the counterpart makes
Correct answer: Repeating the last few words the counterpart said as a question
Mirroring involves echoing the counterpart's last words as a question to prompt elaboration without leading them.
Question 4: A negotiating party says, 'This is our final offer—take it or leave it.' Which reframing approach best preserves the relationship while testing flexibility?
- Say 'That sounds fair; we accept.'
- Respond with silence and wait for them to speak first
- Ask, 'Help me understand what constraints brought you to this number.' (Correct answer)
- Match with your own 'final offer' immediately
Correct answer: Ask, 'Help me understand what constraints brought you to this number.'
Asking about underlying constraints reframes the ultimatum as a problem with causes, inviting dialogue without directly challenging the position.
Question 5: Which of the following best describes 'positive reframing' in negotiation?
- Agreeing with the counterpart to avoid conflict
- Presenting the same facts from a perspective that highlights mutual benefit (Correct answer)
- Inflating the value of your offer to make it seem more attractive
- Ignoring negative feedback and focusing only on positives
Correct answer: Presenting the same facts from a perspective that highlights mutual benefit
Positive reframing repositions information to emphasize shared gains rather than opposing positions.
Question 6: During a tense negotiation, your counterpart crosses their arms and looks away while speaking. What should an active listener do?
- Immediately confront the body language directly
- Ignore non-verbal cues and focus solely on spoken words
- Acknowledge the tension gently and ask an open question to re-engage (Correct answer)
- Mirror the crossed-arms posture to show solidarity
Correct answer: Acknowledge the tension gently and ask an open question to re-engage
Acknowledging emotional tension with an open question invites re-engagement without forcing the counterpart to explain their body language.
Question 7: What is the primary risk of over-using reframing techniques in a negotiation?
- The counterpart may concede too quickly
- The counterpart may perceive manipulation and lose trust (Correct answer)
- It forces both parties to reveal their best alternatives
- It always leads to integrative solutions rather than distributive ones
Correct answer: The counterpart may perceive manipulation and lose trust
Excessive reframing can feel manipulative, causing the counterpart to disengage or become defensive rather than collaborative.
CBN Active Listening & Reframing 2
A supplier says, 'We can't possibly deliver by your deadline.' What is the most effective reframe to open up solutions?