Conflict Resolution & Mediation Flashcards

What is the primary role of a neutral mediator in a workplace conflict?

Answer: To facilitate dialogue and help parties reach their own resolution

A neutral mediator facilitates communication and helps parties explore solutions without imposing outcomes or taking sides.

In Thomas-Kilmann's conflict model, which style is both highly assertive AND highly cooperative?

Answer: Collaborating

Collaborating is the only style that is simultaneously assertive and cooperative, seeking a win-win solution that fully satisfies both parties.

A team leader wants to address recurring conflict caused by ambiguous role boundaries. What is the most sustainable solution?

Answer: Clarify and document role expectations collaboratively

Collaboratively defining and documenting roles removes the ambiguity that fuels recurring territorial conflicts.

Which listening barrier most commonly derails conflict resolution conversations?

Answer: Preparing your rebuttal while the other person speaks

Mentally preparing a rebuttal prevents genuine listening and signals to the other party that their words aren't truly being heard.

What is 'reframing' in the context of conflict mediation?

Answer: Presenting a problem from a new perspective to shift understanding

Reframing transforms how a conflict is perceived by offering an alternative perspective that opens new paths to resolution.

A leader uses the 'separate people from the problem' principle during mediation. What does this mean?

Answer: Focus on the substantive issue without attacking personal character

This Fisher & Ury principle directs parties to attack the problem collaboratively rather than attacking each other personally.

Which outcome best reflects a successful conflict resolution process in a coaching context?

Answer: Both parties feel heard and commit to a mutually agreed plan

Successful resolution means both parties feel genuinely heard and voluntarily commit to a forward-looking agreement.