Conflict Management Conflict Management Communication Techniques 2 — Questions and Answers
Question 1: What does 'reframing' mean in conflict communication?
- Changing the physical setting of a difficult conversation
- Presenting a conflict situation in a new, more constructive way (Correct answer)
- Ignoring negative statements and focusing only on positives
- Formally rewriting agreements after negotiation
Correct answer: Presenting a conflict situation in a new, more constructive way
Reframing shifts how a conflict is perceived, turning threats into problems to solve or complaints into unmet needs.
Question 2: When a party in a conflict uses 'you always' or 'you never' statements, this typically:
- Encourages the other party to reflect honestly
- Escalates defensiveness and makes resolution harder (Correct answer)
- Clarifies the specific behavior causing the problem
- Demonstrates strong assertiveness
Correct answer: Escalates defensiveness and makes resolution harder
Absolute statements like 'you always' generalize behavior and trigger defensiveness, derailing productive conversation.
Question 3: What is 'empathic listening' designed to achieve in conflict resolution?
- Agree with whatever the other party says
- Understand the emotions and perspective behind the speaker's words (Correct answer)
- Speed up the resolution process by validating quickly
- Avoid sharing your own perspective
Correct answer: Understand the emotions and perspective behind the speaker's words
Empathic listening focuses on understanding the emotional experience of the speaker, building trust and reducing hostility.
Question 4: In conflict communication, 'stonewalling' refers to:
- Building firm boundaries about what is non-negotiable
- Completely withdrawing from the conversation without engaging (Correct answer)
- Speaking slowly and calmly to de-escalate tension
- Setting ground rules before starting a difficult discussion
Correct answer: Completely withdrawing from the conversation without engaging
Stonewalling, identified by Dr. John Gottman, is when one party shuts down and refuses to respond, preventing any resolution.
Question 5: Which of the following is an example of assertive communication during a conflict?
- 'Fine, whatever you want — I don't care.'
- 'If you do that again, I will report you immediately.'
- 'When you interrupt me in meetings, I feel disrespected and would like us to take turns speaking.' (Correct answer)
- 'You are always rude and never listen to anyone.'
Correct answer: 'When you interrupt me in meetings, I feel disrespected and would like us to take turns speaking.'
Assertive communication expresses your needs and feelings directly and respectfully without aggression or passivity.
Question 6: What is the purpose of a 'ground rules' agreement at the start of a conflict resolution session?
- To establish who has more authority in the discussion
- To set shared behavioral expectations that keep dialogue productive and respectful (Correct answer)
- To legally bind both parties to the outcome
- To document which party started the conflict
Correct answer: To set shared behavioral expectations that keep dialogue productive and respectful
Ground rules create a safe structure — such as no interrupting and respectful language — that helps both parties engage constructively.
Conflict Management Conflict Management Communication Techniques 2
What does 'reframing' mean in conflict communication?