CCM Conflict Resolution Strategies and Techniques 2 — Questions and Answers
Question 1: In interest-based negotiation, what is the primary focus when resolving a dispute?
- The stated positions of each party
- The underlying needs and interests of each party (Correct answer)
- The legal rights of each party
- The power balance between the parties
Correct answer: The underlying needs and interests of each party
Interest-based negotiation focuses on uncovering the underlying needs and interests rather than arguing over stated positions.
Question 2: Which conflict resolution technique involves a neutral third party who has decision-making authority?
- Mediation
- Facilitation
- Arbitration (Correct answer)
- Negotiation
Correct answer: Arbitration
In arbitration, a neutral third party (arbitrator) listens to both sides and renders a binding or non-binding decision.
Question 3: The Thomas-Kilmann Conflict Mode Instrument identifies which five conflict-handling modes?
- Avoiding, Competing, Collaborating, Compromising, Accommodating (Correct answer)
- Negotiating, Mediating, Arbitrating, Litigating, Avoiding
- Passive, Aggressive, Assertive, Neutral, Adaptive
- Forcing, Yielding, Problem-solving, Bargaining, Withdrawing
Correct answer: Avoiding, Competing, Collaborating, Compromising, Accommodating
The TKI model describes five modes: Avoiding, Competing, Collaborating, Compromising, and Accommodating.
Question 4: When using the 'principled negotiation' approach, what does 'separating people from the problem' mean?
- Removing emotional parties from the negotiation table
- Addressing the substantive issue without attacking personalities (Correct answer)
- Using written communication instead of face-to-face dialogue
- Assigning blame before discussing solutions
Correct answer: Addressing the substantive issue without attacking personalities
Separating people from the problem means treating the issue objectively while respecting the relationship with the other party.
Question 5: A BATNA in negotiation stands for:
- Best Approach To Neutralizing Aggression
- Best Alternative To a Negotiated Agreement (Correct answer)
- Basic Arbitration Terms and Neutral Assessment
- Bilateral Agreement Through Neutral Arbitration
Correct answer: Best Alternative To a Negotiated Agreement
BATNA refers to the Best Alternative To a Negotiated Agreement, representing a party's walk-away option.
Question 6: Which strategy is most appropriate when a conflict involves a low-stakes issue and the relationship must be preserved?
- Competing
- Avoiding
- Collaborating
- Accommodating (Correct answer)
Correct answer: Accommodating
Accommodating is suitable for low-stakes disagreements where maintaining the relationship takes priority over winning.
Question 7: The 'reframing' technique in conflict resolution involves:
- Restating a negative or hostile message in a neutral or positive way (Correct answer)
- Changing the physical location of the negotiation
- Replacing verbal communication with written documents
- Assigning a new mediator to replace a failed one
Correct answer: Restating a negative or hostile message in a neutral or positive way
Reframing transforms inflammatory or adversarial language into neutral terms to reduce defensiveness and promote dialogue.
CCM Conflict Resolution Strategies and Techniques 2
In interest-based negotiation, what is the primary focus when resolving a dispute?