CCM Problem Solving & Decision Making 2 — Questions and Answers
Question 1: In conflict management, the 'reframing' technique is primarily used to:
- Assign blame to the responsible party
- Shift perspective so parties see the issue in a new, constructive light (Correct answer)
- Delay the decision until emotions subside
- Document the conflict for future reference
Correct 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.
Question 2: Which decision-making model is most appropriate when time is severely limited and the stakes are high?
- Consensus-based model
- Rational comprehensive model
- Bounded rationality model
- Satisficing model (Correct answer)
Correct answer: Satisficing model
Satisficing means choosing the first option that meets a minimum acceptable threshold, which is practical under time pressure.
Question 3: A conflict manager notices that both parties keep repeating their positions without progress. The BEST next step is to:
- End the session and reschedule
- Ask each party to explain the interests behind their positions (Correct answer)
- Bring in a judge to impose a ruling
- Let both parties argue until they tire out
Correct 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.
Question 4: The 'root cause analysis' tool is most helpful in conflict management when:
- Parties want to skip mediation
- The conflict appears to be symptomatic of deeper systemic issues (Correct answer)
- A quick settlement is needed
- Only one party is willing to cooperate
Correct 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.
Question 5: When generating options during problem solving, a mediator should:
- Evaluate each option immediately for feasibility
- Encourage brainstorming without judgment to maximize creativity (Correct answer)
- Limit options to two to avoid confusion
- Only allow options proposed by the stronger party
Correct answer: Encourage brainstorming without judgment to maximize creativity
Deferring judgment during brainstorming prevents premature closure and allows more creative, integrative solutions to emerge.
Question 6: In a workplace conflict, an employee and manager cannot agree on a schedule. Using interest-based problem solving, the mediator would first:
- Split the difference between their proposed schedules
- Ask each party why the schedule matters to them (Correct answer)
- Refer the case to HR for a binding decision
- Have them vote on the available options
Correct 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.
Question 7: A 'BATNA' (Best Alternative to a Negotiated Agreement) is important in decision making because it:
- Tells the mediator which party is right
- Sets the point below which a party should not settle (Correct answer)
- Forces parties to accept a compromise
- Eliminates the need for further negotiation
Correct 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.
CCM Problem Solving & Decision Making 2
In conflict management, the 'reframing' technique is primarily used to: