Conflict Management Conflict Management Communication Techniques 2

Question 1

What does 'reframing' mean in conflict communication?

Accepted Answer

Presenting a conflict situation in a new, more constructive way

Answer

Changing the physical setting of a difficult conversation

Answer

Ignoring negative statements and focusing only on positives

Answer

Formally rewriting agreements after negotiation

Question 2

When a party in a conflict uses 'you always' or 'you never' statements, this typically:

Accepted Answer

Escalates defensiveness and makes resolution harder

Answer

Encourages the other party to reflect honestly

Answer

Clarifies the specific behavior causing the problem

Answer

Demonstrates strong assertiveness

Question 3

What is 'empathic listening' designed to achieve in conflict resolution?

Accepted Answer

Understand the emotions and perspective behind the speaker's words

Answer

Agree with whatever the other party says

Answer

Speed up the resolution process by validating quickly

Answer

Avoid sharing your own perspective

Question 4

In conflict communication, 'stonewalling' refers to:

Accepted Answer

Completely withdrawing from the conversation without engaging

Answer

Building firm boundaries about what is non-negotiable

Answer

Speaking slowly and calmly to de-escalate tension

Answer

Setting ground rules before starting a difficult discussion

Question 5

Which of the following is an example of assertive communication during a conflict?

Accepted Answer

'When you interrupt me in meetings, I feel disrespected and would like us to take turns speaking.'

Answer

'Fine, whatever you want — I don't care.'

Answer

'If you do that again, I will report you immediately.'

Answer

'You are always rude and never listen to anyone.'

Question 6

What is the purpose of a 'ground rules' agreement at the start of a conflict resolution session?

Accepted Answer

To set shared behavioral expectations that keep dialogue productive and respectful

Answer

To establish who has more authority in the discussion

Answer

To legally bind both parties to the outcome

Answer

To document which party started the conflict