CCM Performance Management & Metrics 3

Question 1

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

Accepted Answer

((Benefits − Costs) / Costs) × 100

Answer

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

Question 2

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

Accepted Answer

Average number of mediation sessions per case

Answer

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

Question 3

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

Accepted Answer

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

Answer

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

Question 4

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

Accepted Answer

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

Answer

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

Question 5

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

Accepted Answer

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

Answer

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

(CCM) Certified Conflict Manager Practice Test

(CCM) Certified Conflict Manager Practice Test

CCM Performance Management & Metrics 3