Conflict Management Conflict Management Negotiation & De-escalation

Question 1

What is 'zone of possible agreement' (ZOPA) in negotiation?

Accepted Answer

The range within which a deal is acceptable to both parties

Answer

ZOPA is the overlap between the minimum each party will accept, representing the space where a mutually acceptable deal can be struck.

Question 2

Which de-escalation technique involves intentionally lowering your own voice when a conflict becomes heated?

Accepted Answer

Vocal de-escalation

Answer

Lowering your voice can prompt the other party to unconsciously match your tone, reducing the overall intensity of the interaction.

Question 3

In negotiation, 'anchoring' refers to:

Accepted Answer

Setting the first offer to influence the entire negotiation range

Answer

The first number introduced in a negotiation (the anchor) disproportionately influences the final outcome due to cognitive bias.

Question 4

What is 'concession patterning' in negotiation strategy?

Accepted Answer

Strategically planning the size and timing of concessions to signal flexibility without ceding too much

Answer

Skilled negotiators plan concessions carefully — starting larger and tapering — to signal good faith while protecting key interests.

Question 5

Which physical de-escalation technique is recommended when someone is physically agitated during a conflict?

Accepted Answer

Maintain physical distance and adopt a non-threatening stance

Answer

Creating physical space reduces perceived threat and gives the agitated person room to calm down without feeling cornered.

Conflict Management Practice Test