CCM Conflict Resolution & Mediation 5

Question 1

A conflict involves a resident with a disability requesting an accommodation to a rule, and neighbors object. What should the manager do?

Accepted Answer

Refer the request to the board and counsel to be handled under fair housing requirements

Answer

Reasonable accommodation requests must be handled under fair housing law, regardless of neighbor opposition.

Question 2

Which is the best way to handle a rumor spreading in the community that is creating conflict?

Accepted Answer

Provide timely, accurate, factual information through official channels

Answer

Clear, factual communication from official channels counters rumors and reduces tension.

Question 3

What is the key difference between mediation and arbitration?

Accepted Answer

Mediation is a facilitated negotiation; arbitration results in a decision by a neutral

Answer

In mediation the parties decide the outcome, while in arbitration the arbitrator decides.

Question 4

A resident repeatedly sends abusive emails to the management office. What is an appropriate response?

Accepted Answer

Set boundaries in writing, document the communications, and involve the board if behavior continues

Answer

Documenting, setting clear written boundaries, and involving the board addresses harassment properly.

Question 5

Why is it important for managers to separate people from the problem?

Accepted Answer

It keeps discussion on interests and issues rather than personalities

Answer

Focusing on the problem rather than the person reduces defensiveness and helps find solutions.

CCM - Certified Community Manager Practice Test