Conflict Resolution & Problem Solving Flashcards

What is the primary purpose of a post-conflict debrief with a client?

Answer: To identify lessons learned and prevent recurrence

A post-conflict debrief helps both parties understand root causes and implement improvements to avoid future issues.

A client complains about the same recurring problem for the third time. What problem-solving approach is most appropriate?

Answer: Conduct a root cause analysis to identify the systemic issue

Root cause analysis addresses the underlying systemic problem rather than repeatedly treating symptoms.

Which of the following best describes the 'Thomas-Kilmann Conflict Mode Instrument'?

Answer: A model that identifies five conflict-handling styles based on assertiveness and cooperativeness

The Thomas-Kilmann model maps five conflict styles—competing, collaborating, compromising, avoiding, and accommodating—along axes of assertiveness and cooperativeness.

When using the SARA model for problem-solving, what does the 'A' stand for?

Answer: Analysis

In the SARA model (Scanning, Analysis, Response, Assessment), 'A' stands for Analysis—examining root causes and contributing factors.

A client has unrealistic expectations that are causing repeated conflict. What is the most proactive long-term solution?

Answer: Reset expectations through a formal scope-of-service review

A formal scope-of-service review realigns both parties on realistic deliverables and prevents expectation-driven conflicts.

In conflict resolution, what is 'reframing'?

Answer: Changing the perspective of an issue to shift it from adversarial to collaborative

Reframing transforms how a conflict is perceived, helping parties move from opposing positions to shared problem-solving.

Which communication technique is most effective when trying to de-escalate an emotionally charged client conversation?

Answer: Using 'I' statements and reflective listening

Reflective listening and 'I' statements show empathy and ownership without triggering defensiveness.