CCM Conflict Resolution Strategies and Techniques 3 — Questions and Answers
Question 1: In transformative mediation, the mediator's primary goal is to:
- Reach a settlement agreement as efficiently as possible
- Support the parties' empowerment and recognition of each other (Correct answer)
- Determine the fairest solution and guide parties toward it
- Reduce emotional intensity so rational discussion can occur
Correct answer: Support the parties' empowerment and recognition of each other
Transformative mediation emphasizes empowerment of each party and recognition of the other's perspective over settlement outcomes.
Question 2: Which de-escalation technique involves reflecting back what you heard to demonstrate understanding?
- Mirroring
- Summarizing
- Active listening with paraphrase (Correct answer)
- Reframing
Correct answer: Active listening with paraphrase
Active listening with paraphrase means restating what the other party said in your own words to confirm understanding and validate their perspective.
Question 3: When conflict stems from differing values rather than facts or resources, the most effective long-term strategy is typically:
- Arbitration to impose a binding ruling
- Avoidance until one party changes their values
- Dialogue focused on mutual understanding rather than agreement (Correct answer)
- Compromise where each party abandons half their values
Correct answer: Dialogue focused on mutual understanding rather than agreement
Value-based conflicts rarely resolve through settlement; structured dialogue that builds mutual understanding is the most sustainable approach.
Question 4: In the dual concern model of conflict resolution, the 'problem-solving' style reflects:
- Low concern for self and low concern for others
- High concern for self and low concern for others
- Low concern for self and high concern for others
- High concern for self and high concern for others (Correct answer)
Correct answer: High concern for self and high concern for others
Problem-solving (collaboration) represents high concern for both self-interests and the other party's interests simultaneously.
Question 5: Which negotiation tactic involves deliberately starting with an extreme offer to anchor the other party's expectations?
- Bracketing
- Anchoring (Correct answer)
- Logrolling
- Bundling
Correct answer: Anchoring
Anchoring uses an extreme initial offer to set a psychological reference point that influences the other party's subsequent offers.
Question 6: A conflict manager notices that two employees are avoiding each other and productivity is suffering. What is the FIRST recommended step?
- Issue a formal written warning to both employees
- Conduct separate private meetings to understand each party's perspective (Correct answer)
- Bring both employees together immediately for a joint session
- Escalate to HR for disciplinary review
Correct answer: Conduct separate private meetings to understand each party's perspective
Conducting separate private intake meetings first allows each party to speak freely and helps the manager understand each perspective before joint sessions.
Question 7: Logrolling as a negotiation strategy refers to:
- Applying progressive pressure until the other party concedes
- Trading concessions on issues each party values differently (Correct answer)
- Rolling back a previous agreement to renegotiate terms
- Using a third party to break a negotiation deadlock
Correct answer: Trading concessions on issues each party values differently
Logrolling involves trading concessions where each party gives up something less important in exchange for something more important to them.
CCM Conflict Resolution Strategies and Techniques 3
In transformative mediation, the mediator's primary goal is to: