CCRM Conflict Resolution & Problem Solving 3

Question 1

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

Accepted Answer

To identify lessons learned and prevent recurrence

Answer

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

Question 2

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

Accepted Answer

Conduct a root cause analysis to identify the systemic issue

Answer

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

Question 3

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

Accepted Answer

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

Answer

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

Question 4

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

Accepted Answer

Analysis

Answer

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

Question 5

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

Accepted Answer

Reset expectations through a formal scope-of-service review

Answer

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

(CCRM) Certified Client Relationship Manager Practice Test

(CCRM) Certified Client Relationship Manager Practice Test

CCRM Conflict Resolution & Problem Solving 3