Conflict Management Conflict Management Communication Techniques 1 — Questions and Answers
Question 1: What is 'active listening' in the context of conflict resolution?
- Interrupting to correct factual errors quickly
- Fully concentrating, understanding, and responding thoughtfully to the speaker (Correct answer)
- Taking detailed written notes during the conversation
- Staying silent until the other party finishes completely
Correct answer: Fully concentrating, understanding, and responding thoughtfully to the speaker
Active listening involves giving full attention, reflecting back what you heard, and responding in a way that shows understanding.
Question 2: When using 'I statements' in conflict communication, the goal is to:
- Blame the other party using personal language
- Express your feelings and needs without accusing the other person (Correct answer)
- Assert dominance in the conversation
- Avoid taking any personal responsibility
Correct answer: Express your feelings and needs without accusing the other person
'I statements' focus on your experience (e.g., 'I feel frustrated when...') rather than making accusatory 'you' statements.
Question 3: Paraphrasing during a conflict conversation primarily helps to:
- Win the argument by repeating your own points
- Confirm you have understood the other party correctly (Correct answer)
- Fill silence and avoid awkward pauses
- Delay giving a response while you think
Correct answer: Confirm you have understood the other party correctly
Paraphrasing restates what the other person said in your own words, confirming accurate understanding and showing respect.
Question 4: Which nonverbal cue MOST signals openness and receptiveness during a conflict discussion?
- Crossed arms and leaning back
- Maintaining appropriate eye contact and an open posture (Correct answer)
- Checking your phone during the conversation
- Turning slightly away from the speaker
Correct answer: Maintaining appropriate eye contact and an open posture
Open body posture and consistent eye contact signal engagement and willingness to hear the other party's perspective.
Question 5: What is the risk of using email to resolve an interpersonal conflict?
- It creates a permanent record that protects both parties
- Tone and intent are easily misread without vocal and nonverbal cues (Correct answer)
- It is too slow for urgent conflicts
- It prevents the conflict from being documented
Correct answer: Tone and intent are easily misread without vocal and nonverbal cues
Written messages lack tone, body language, and immediate feedback, making misinterpretation and escalation more likely.
Question 6: Which communication technique involves asking open-ended questions during a conflict to uncover underlying interests?
- Deflection
- Interrogation
- Motivational interviewing (Correct answer)
- Mirroring
Correct answer: Motivational interviewing
Motivational interviewing uses open-ended questions and reflective listening to explore motivations and interests beneath stated positions.
Conflict Management Conflict Management Communication Techniques 1
What is 'active listening' in the context of conflict resolution?