CCM Problem Solving & Decision Making 3 — Questions and Answers
Question 1: Which cognitive bias causes conflict parties to overvalue their own position simply because they proposed it?
- Confirmation bias
- Anchoring bias
- Endowment effect (Correct answer)
- Availability heuristic
Correct answer: Endowment effect
The endowment effect leads people to overvalue what they already 'own' or have proposed, making compromise harder.
Question 2: The 'five whys' technique in problem solving involves:
- Asking five different parties for their perspective
- Repeatedly asking 'why' to drill down to a root cause (Correct answer)
- Listing five possible solutions before deciding
- Giving each party five minutes to speak
Correct answer: Repeatedly asking 'why' to drill down to a root cause
Iteratively asking 'why' five times traces a problem back to its fundamental origin rather than stopping at surface explanations.
Question 3: In conflict resolution, 'criteria-based decision making' means that parties:
- Let the mediator choose the best option
- Agree on objective standards before evaluating proposals (Correct answer)
- Base decisions solely on legal precedent
- Rank options by emotional importance
Correct answer: Agree on objective standards before evaluating proposals
Agreeing on objective criteria (fairness, efficiency, market value) before evaluating options reduces subjective bias in decisions.
Question 4: When a problem-solving session is stalled due to an impasse, a skilled conflict manager should:
- Declare the mediation failed and close the case
- Change the topic, take a break, or introduce a new framing of the issue (Correct answer)
- Allow the dominant party to proceed with their preferred option
- Increase time pressure by setting an artificial deadline
Correct answer: Change the topic, take a break, or introduce a new framing of the issue
Impasse-breaking techniques include changing the conversation topic, taking breaks, or reframing to introduce fresh perspective.
Question 5: Which of the following BEST describes an 'integrative' (win-win) solution?
- Both parties give up something of equal value
- An agreement that expands the resource pie to satisfy both parties' core interests (Correct answer)
- A solution imposed by an authority figure
- Splitting disputed resources exactly in half
Correct answer: An agreement that expands the resource pie to satisfy both parties' core interests
Integrative solutions create value by addressing each party's interests rather than merely dividing a fixed resource.
Question 6: In group conflict problem-solving, 'groupthink' is a risk because it:
- Generates too many conflicting ideas
- Suppresses dissenting views and leads to poor-quality decisions (Correct answer)
- Slows down the decision-making process unnecessarily
- Causes individuals to dominate the group
Correct answer: Suppresses dissenting views and leads to poor-quality decisions
Groupthink occurs when the desire for harmony overrides critical evaluation, producing flawed decisions.
Question 7: A decision matrix in conflict problem solving is used to:
- Record the chronological history of the dispute
- Score and compare multiple options against weighted criteria (Correct answer)
- Assign responsibility for implementing the agreement
- Document each party's opening position
Correct answer: Score and compare multiple options against weighted criteria
A decision matrix allows systematic comparison of options by scoring them against criteria, making the best choice clearer.
CCM Problem Solving & Decision Making 3
Which cognitive bias causes conflict parties to overvalue their own position simply because they proposed it?