CCM Problem Solving & Decision Making 2

Question 1

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

Accepted Answer

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

Answer

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?

Accepted Answer

Satisficing model

Answer

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:

Accepted Answer

Ask each party to explain the interests behind their positions

Answer

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:

Accepted Answer

The conflict appears to be symptomatic of deeper systemic issues

Answer

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:

Accepted Answer

Encourage brainstorming without judgment to maximize creativity

Answer

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

(CCM) Certified Conflict Manager Practice Test