Communication & Stakeholder Management Flashcards

Which of the following BEST describes the conflict manager's role in managing communication between stakeholders who have very different levels of communication skill?

Answer: Use process tools — such as turn-taking and summarizing — to level the communication playing field

Structured process tools ensure all voices are heard equally regardless of communication skill, fulfilling the conflict manager's impartiality mandate.

A stakeholder consistently avoids direct answers and deflects with humor. The conflict manager should:

Answer: Gently name the pattern and return to the substantive question

Naming deflection patterns compassionately and redirecting to the substantive question keeps the process on track without embarrassing the stakeholder.

In stakeholder management, the concept of 'BATNA' (Best Alternative to a Negotiated Agreement) is most relevant to communication because:

Answer: Understanding each party's BATNA helps the conflict manager frame realistic options and priorities

Knowing each party's BATNA tells the conflict manager how much flexibility each stakeholder has, which shapes how options are communicated and evaluated.

A virtual conflict resolution session is being disrupted by technical difficulties experienced by one party. The conflict manager should:

Answer: Pause the session, address the technical issue, and reschedule if needed to ensure full participation

Full participation is essential to a fair and durable process; pausing rather than proceeding without an affected party upholds equity and prevents future challenges to any agreement reached.

Which nonverbal communication factor has been shown to carry the greatest weight in face-to-face interactions according to research on communication?

Answer: Tone of voice and facial expressions combined

Research consistently shows that vocal tone and facial expressions together carry far more communicative weight than the literal words used in interpersonal interactions.

A conflict manager wants to ensure all stakeholders feel their concerns are captured accurately in meeting notes. The best practice is to:

Answer: Share draft notes with all parties for review and correction before finalizing

Sharing draft notes for review by all parties ensures accuracy, builds trust in the process, and reduces disputes about what was said or agreed.

When a conflict involves sensitive cultural or identity-based dimensions, the conflict manager's communication should prioritize:

Answer: Adapting communication approaches to respect cultural norms while maintaining process fairness

Cultural competence requires adapting communication style and process to respect different norms without abandoning neutrality or process integrity.