CF Conflict Management & Resolution 3 — Questions and Answers
Question 1: A facilitator observes that conflict in a group is rooted in differing values rather than facts. The BEST response is to:
- Present research data to clarify the facts
- Help the group identify shared values and build from common ground (Correct answer)
- Postpone the conflict discussion to a future session
- Assign an outside expert to resolve the values dispute
Correct answer: Help the group identify shared values and build from common ground
Values-based conflict requires finding shared ground rather than fact-checking, since values are not debatable in the same way facts are.
Question 2: Which of the following is a sign that conflict in a group has escalated to a destructive level?
- Participants openly disagree on a proposal
- Subgroups form and exclude others from conversations (Correct answer)
- A minority view is voiced and recorded
- The group debates two competing solutions
Correct answer: Subgroups form and exclude others from conversations
Coalition formation and exclusion indicate destructive escalation; these behaviors erode trust and sabotage group cohesion.
Question 3: In Thomas-Kilmann conflict mode theory, the 'compromising' style is characterized by:
- High concern for self, low concern for others
- Low concern for self, high concern for others
- Moderate concern for both self and others (Correct answer)
- Low concern for both self and others
Correct answer: Moderate concern for both self and others
Compromising involves giving up something on both sides, reflecting moderate assertiveness and moderate cooperativeness.
Question 4: A facilitator suspects that a conflict stems from unclear roles rather than interpersonal tension. The BEST diagnostic step is to:
- Conduct individual interviews to map each person's understanding of their role (Correct answer)
- Immediately redesign the organizational chart
- Ask the group to vote on who is responsible for each task
- Escalate to HR for a formal investigation
Correct answer: Conduct individual interviews to map each person's understanding of their role
Individual interviews surface role perception gaps without triggering defensiveness in the group setting.
Question 5: Which active listening technique is MOST useful when a speaker is highly emotional and speaking rapidly?
- Mirroring their pace and tone to build rapport
- Paraphrasing slowly to pace the conversation down (Correct answer)
- Asking multiple clarifying questions simultaneously
- Remaining completely silent until they finish
Correct answer: Paraphrasing slowly to pace the conversation down
Deliberate, calm paraphrasing signals that the facilitator is listening and naturally slows the speaker's emotional momentum.
Question 6: When using a 'circle of viewpoints' protocol during conflict, the facilitator's role is to:
- Argue each perspective to test its logic
- Ensure each stakeholder perspective is heard without judgment (Correct answer)
- Rank perspectives by importance for the group
- Identify which perspective is objectively correct
Correct answer: Ensure each stakeholder perspective is heard without judgment
The circle of viewpoints protocol expands understanding by creating space for each perspective to be expressed without evaluation.
Question 7: A facilitator working with two departments in conflict should avoid which of the following?
- Helping parties articulate their underlying interests
- Meeting privately with one party to strategize their position (Correct answer)
- Creating a shared agenda for the joint session
- Setting ground rules for respectful dialogue
Correct answer: Meeting privately with one party to strategize their position
Meeting privately to strategize one party's position compromises facilitator neutrality and undermines trust from the other party.
CF Conflict Management & Resolution 3
A facilitator observes that conflict in a group is rooted in differing values rather than facts.
The BEST response is to: