Problem Solving & Decision Making Flashcards

In conflict management, the 'reframing' technique is primarily used to:

Answer: Shift perspective so parties see the issue in a new, constructive light

Reframing helps disputants view the conflict from a different angle, opening new possibilities for resolution.

Which decision-making model is most appropriate when time is severely limited and the stakes are high?

Answer: Satisficing model

Satisficing means choosing the first option that meets a minimum acceptable threshold, which is practical under time pressure.

A conflict manager notices that both parties keep repeating their positions without progress. The BEST next step is to:

Answer: Ask each party to explain the interests behind their positions

Shifting from positions to underlying interests is a core problem-solving strategy that opens the door to creative solutions.

The 'root cause analysis' tool is most helpful in conflict management when:

Answer: The conflict appears to be symptomatic of deeper systemic issues

Root cause analysis digs beneath surface-level symptoms to identify fundamental causes, enabling more durable solutions.

When generating options during problem solving, a mediator should:

Answer: Encourage brainstorming without judgment to maximize creativity

Deferring judgment during brainstorming prevents premature closure and allows more creative, integrative solutions to emerge.

In a workplace conflict, an employee and manager cannot agree on a schedule. Using interest-based problem solving, the mediator would first:

Answer: Ask each party why the schedule matters to them

Identifying each party's underlying interests (e.g., childcare, productivity) often reveals compatible needs not visible in stated positions.

A 'BATNA' (Best Alternative to a Negotiated Agreement) is important in decision making because it:

Answer: Sets the point below which a party should not settle

Knowing your BATNA defines your walk-away point and prevents accepting a worse-than-alternative deal.