Conflict Resolution Strategies and Techniques Flashcards
7 cards from real CCM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Conflict Resolution Strategies and Techniques flashcards as text
Which of the following best describes 'integrative bargaining'?
Answer: A process that expands the pie by addressing multiple issues simultaneously
Integrative bargaining seeks mutually beneficial outcomes by addressing multiple interests and creating value rather than dividing a fixed resource.
When a conflict escalates despite initial resolution attempts, the recommended next step is to:
Answer: Step up the intervention by involving a higher-level or more formal process
Escalating to a more formal process, such as moving from facilitated dialogue to formal mediation or arbitration, is appropriate when earlier interventions fail.
What does 'active listening' require a conflict manager to do?
Answer: Fully attend to the speaker, withhold judgment, and reflect understanding
Active listening requires full attention, non-judgmental presence, and reflecting understanding back to the speaker to build trust and uncover interests.
In which conflict resolution model does the third party have NO decision-making authority?
Answer: Mediation
In mediation, the mediator facilitates dialogue and assists parties in reaching their own agreement but has no authority to impose a decision.
The strategy of 'postponing' a conflict is most justified when:
Answer: Emotions are too high for productive dialogue right now
Temporarily postponing conflict resolution is appropriate when emotional arousal is so high it would prevent rational dialogue, allowing a cooling-off period.
Which term describes an outcome where both parties feel they have gained something meaningful from the resolution process?
Answer: Win-win outcome
A win-win outcome means both parties' core interests are addressed and each feels the resolution is satisfactory, not just tolerable.
When power imbalances exist between disputing parties, a skilled conflict manager should:
Answer: Use process techniques to ensure the less powerful party can participate effectively
A skilled conflict manager uses process design tools—such as separate sessions, caucuses, and ground rules—to ensure both parties can participate meaningfully despite power differences.