Performance Management & Metrics Flashcards

A conflict resolution program has a high settlement rate but a high rate of agreement non-compliance within 90 days. What does this suggest about program design?

Answer: Agreements may lack enforceability mechanisms or party buy-in during the resolution process

High non-compliance after settlement often indicates agreements were not co-created with genuine party commitment or lack clear enforcement structures.

What is the purpose of a 'logic model' in evaluating a conflict management program?

Answer: To map the relationship between program inputs, activities, outputs, and intended outcomes

A logic model visually links resources and activities to outputs and outcomes, making the program's theory of change explicit and measurable.

An organization tracks 'voluntary participation rate' in its conflict resolution program. Why is this metric valuable?

Answer: It indicates trust in the program; low voluntary rates suggest fear or lack of confidence in the process

Voluntary participation rate reflects organizational trust in the program — low rates may signal concerns about confidentiality, impartiality, or effectiveness.

A conflict manager is asked to establish a baseline for a new workplace mediation program. What is the most important reason for establishing this baseline?

Answer: To provide a pre-intervention reference point so future improvements can be measured

A baseline captures the state before the program begins, enabling meaningful comparison to determine whether outcomes have actually improved.

Which approach best addresses the challenge of attributing organizational improvements SOLELY to the conflict management program when multiple HR initiatives run simultaneously?

Answer: Use a contribution analysis that acknowledges multiple factors while identifying the program's plausible role

Contribution analysis acknowledges program complexity by building a credible case for the program's contribution without claiming sole causation.

A CCM reviews data showing that cases involving cross-departmental conflicts take 3x longer to resolve than intra-departmental cases. What is the BEST use of this finding?

Answer: Use the finding to justify specialized protocols or co-mediation for cross-departmental disputes

Metric disaggregation that reveals structural patterns should drive targeted process improvement, such as specialized protocols for complex case types.

When presenting conflict management program metrics to a board of directors, which communication approach is MOST effective?

Answer: Lead with financial impact and organizational risk reduction, supported by 3–5 strategic KPIs

Board presentations should lead with business-relevant outcomes like cost and risk, using a small set of strategic KPIs rather than operational detail.