Practice Test Geeks(CCM) Certified Conflict Manager Practice Test
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Performance Management & Metrics 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 Performance Management & Metrics flashcards as text

  1. A conflict manager is tasked with calculating ROI for the mediation program. Which formula correctly represents ROI?

    Answer: ((Benefits − Costs) / Costs) × 100

    ROI is calculated as net benefit (benefits minus costs) divided by costs, expressed as a percentage.

  2. Which of the following best describes a process metric in conflict management?

    Answer: Average number of mediation sessions per case

    Process metrics measure how a program operates (e.g., sessions per case), not its outcomes or costs.

  3. An organization finds its conflict escalation rate is rising despite more mediators being hired. The MOST likely explanation is:

    Answer: The intake and early-intervention process is not capturing cases early enough

    Rising escalation despite added capacity typically signals a gap in early identification or intervention before conflicts intensify.

  4. In performance management, what does 'stakeholder satisfaction index' specifically measure in a conflict program context?

    Answer: Aggregate satisfaction of parties, managers, and HR with the resolution process and outcome

    A stakeholder satisfaction index aggregates satisfaction ratings from all parties involved, providing a holistic view of program quality.

  5. When a conflict management program's data shows high efficiency but low effectiveness, what action is most appropriate?

    Answer: Re-examine program goals and whether the right problems are being addressed

    High efficiency with low effectiveness means the program is doing things fast but not achieving desired outcomes, suggesting a strategic misalignment.

  6. A conflict manager wants to measure 'timeliness' of case handling. Which metric best captures this?

    Answer: Average days from case intake to resolution

    Average days from intake to resolution directly measures how timely the case-handling process is.

  7. What is the primary risk of using ONLY quantitative metrics to evaluate a conflict management program?

    Answer: Important qualitative dimensions like party empowerment and relationship repair may be overlooked

    Quantitative metrics cannot capture nuanced aspects of conflict resolution such as restored trust, empowerment, or relationship quality.