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

Empathic reflection captures both the factual content and the emotional tone of a statement, showing the speaker they were fully heard.

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

The SBI model provides specific, observable, and non-judgmental feedback that reduces defensiveness and opens dialogue.

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

A brief pause interrupts the escalation cycle, allowing physiological arousal to decrease so rational communication can resume.

Question 4

What is 'shuttle diplomacy' in conflict communication?

Accepted Answer

A mediator moving between parties separately to reduce direct confrontation

Answer

Shuttle diplomacy involves a mediator carrying information and proposals between parties who are not yet ready to meet face-to-face.

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

Loaded questions presuppose guilt or a fault (e.g., 'Why do you always make things difficult?'), preventing fair dialogue.

Conflict Management Practice Test