CLC Conflict Resolution & Mediation 3 — Questions and Answers
Question 1: A leader notices two team members are avoiding each other after a dispute. Which early intervention strategy is most appropriate?
- Ignore it and let time heal the relationship
- Facilitate a structured one-on-one conversation between the parties (Correct answer)
- Reassign one team member to a different project
- Send a group email reminding everyone to be professional
Correct answer: Facilitate a structured one-on-one conversation between the parties
Facilitating a structured conversation early addresses the root issue before avoidance patterns become entrenched.
Question 2: In interest-based negotiation, what is the primary focus during conflict resolution?
- Winning the argument by presenting more evidence
- Identifying the underlying needs and concerns of each party (Correct answer)
- Determining who violated the team agreement first
- Finding a compromise that splits the difference equally
Correct answer: Identifying the underlying needs and concerns of each party
Interest-based negotiation focuses on uncovering the underlying needs driving each party's position to find mutually satisfying solutions.
Question 3: Which communication technique helps de-escalate an emotionally charged conflict conversation?
- Interrupting to correct factual errors immediately
- Raising your voice to assert authority
- Using 'I' statements to express feelings without blame (Correct answer)
- Listing all the ways the other party is wrong
Correct answer: Using 'I' statements to express feelings without blame
'I' statements reduce defensiveness by expressing personal experience rather than assigning blame to the other party.
Question 4: What does 'BATNA' stand for in conflict negotiation contexts?
- Best Alternative To a Negotiated Agreement (Correct answer)
- Basic Approach To Neutral Arbitration
- Bilateral Agreement Through Neutral Assessment
- Behavior Analysis and Team Negotiation Approach
Correct answer: Best Alternative To a Negotiated Agreement
BATNA (Best Alternative To a Negotiated Agreement) defines the course of action a party will take if negotiations fail.
Question 5: A coach is mediating a conflict where both parties feel their perspective is being ignored. Which technique best ensures both feel heard?
- Ask each party to write their position in an email
- Use structured turn-taking with active listening summaries (Correct answer)
- Call a team vote to determine whose view is correct
- Schedule individual sessions and never bring parties together
Correct answer: Use structured turn-taking with active listening summaries
Structured turn-taking with active listening summaries ensures each party feels acknowledged before moving toward resolution.
Question 6: Which conflict style is characterized by pursuing one's own goals at the expense of the other party's needs?
- Accommodating
- Avoiding
- Competing (Correct answer)
- Compromising
Correct answer: Competing
The competing style is assertive and uncooperative, prioritizing personal goals over the relationship or the other party's needs.
Question 7: When should a leadership coach escalate a conflict to HR or senior leadership rather than continuing mediation?
- When the conflict involves any disagreement about work style
- When parties disagree on project priorities
- When the conflict involves allegations of harassment or policy violations (Correct answer)
- When one party is louder or more assertive than the other
Correct answer: When the conflict involves allegations of harassment or policy violations
Allegations of harassment or policy violations require formal organizational processes that fall outside a coach's mediation role.
CLC Conflict Resolution & Mediation 3
A leader notices two team members are avoiding each other after a dispute.
Which early intervention strategy is most appropriate?