Conflict Management Conflict Management Communication Techniques

Question 1

What is 'active listening' in the context of conflict resolution?

Accepted Answer

Fully concentrating, understanding, and responding thoughtfully to the speaker

Answer

Interrupting to correct factual errors quickly

Answer

Taking detailed written notes during the conversation

Answer

Staying silent until the other party finishes completely

Question 2

When using 'I statements' in conflict communication, the goal is to:

Accepted Answer

Express your feelings and needs without accusing the other person

Answer

Blame the other party using personal language

Answer

Assert dominance in the conversation

Answer

Avoid taking any personal responsibility

Question 3

Paraphrasing during a conflict conversation primarily helps to:

Accepted Answer

Confirm you have understood the other party correctly

Answer

Win the argument by repeating your own points

Answer

Fill silence and avoid awkward pauses

Answer

Delay giving a response while you think

Question 4

Which nonverbal cue MOST signals openness and receptiveness during a conflict discussion?

Accepted Answer

Maintaining appropriate eye contact and an open posture

Answer

Crossed arms and leaning back

Answer

Checking your phone during the conversation

Answer

Turning slightly away from the speaker

Question 5

What is the risk of using email to resolve an interpersonal conflict?

Accepted Answer

Tone and intent are easily misread without vocal and nonverbal cues

Answer

It creates a permanent record that protects both parties

Answer

It is too slow for urgent conflicts

Answer

It prevents the conflict from being documented

Question 6

Which communication technique involves asking open-ended questions during a conflict to uncover underlying interests?

Accepted Answer

Motivational interviewing

Answer

Deflection

Answer

Interrogation

Answer

Mirroring