Conflict Management Conflict Management Communication Techniques 3

Question 1

What communication technique helps a mediator reflect back both the content and emotion of what was said?

Accepted Answer

Empathic reflection

Answer

Summarizing

Answer

Normalizing

Answer

Rebuttal

Question 2

Which communication approach is MOST effective when delivering negative feedback that could trigger conflict?

Accepted Answer

Use the SBI model: describe the Situation, Behavior, and Impact

Answer

Send it in a written memo to create a record

Answer

Deliver feedback publicly to set an example for the team

Answer

Combine it with many compliments so it seems less negative

Question 3

When a conflict escalates rapidly during a meeting, the BEST immediate communication response is to:

Accepted Answer

Call a brief break to allow emotions to de-escalate before continuing

Answer

Allow it to continue so all feelings are expressed

Answer

Remove the most vocal person from the meeting

Answer

End the meeting permanently and handle it via email

Question 4

What is 'shuttle diplomacy' in conflict communication?

Accepted Answer

A mediator moving between parties separately to reduce direct confrontation

Answer

Resolving conflicts via video conference across locations

Answer

Quickly alternating between listening and speaking in a conflict

Answer

Using email to shuttle proposed agreements back and forth

Question 5

Which of the following BEST describes a 'loaded question' in conflict communication?

Accepted Answer

A question with an embedded assumption that puts the respondent on the defensive

Answer

A question containing many sub-questions at once

Answer

A very long and detailed question about the conflict

Answer

A question asked sarcastically during a dispute

Question 6

In conflict resolution, what does 'BATNA' stand for?

Accepted Answer

Best Alternative To a Negotiated Agreement

Answer

Behavioral Approach To Neutralizing Aggression

Answer

Basic Assertiveness Technique for Negotiation and Advocacy

Answer

Boundary Assessment Tool for Navigating Arguments