Conflict Management Conflict Management 2 — Questions and Answers
Question 1: Which conflict resolution style is most appropriate when the issue is trivial and preserving the relationship is more important than the outcome?
- Competing
- Accommodating (Correct answer)
- Avoiding
- Collaborating
Correct answer: Accommodating
Accommodating prioritizes the other party's needs over your own, making it ideal when the relationship matters more than the specific outcome.
Question 2: In interest-based negotiation, what should parties focus on instead of their stated positions?
- Past grievances
- Underlying needs and motivations (Correct answer)
- Legal rights and entitlements
- Power dynamics
Correct answer: Underlying needs and motivations
Interest-based negotiation focuses on the underlying needs and motivations driving each party's position, enabling more creative solutions.
Question 3: What is 'BATNA' in conflict negotiation?
- Best Alternative To a Negotiated Agreement (Correct answer)
- Basic Approach To Neutral Arbitration
- Bilateral Agreement Through Neutral Arbitration
- Baseline Assessment of Total Negotiation Assets
Correct answer: Best Alternative To a Negotiated Agreement
BATNA stands for Best Alternative To a Negotiated Agreement — your fallback option if negotiations fail.
Question 4: A manager notices two employees in a heated argument in the break room. As a first step, what should the manager do?
- Immediately discipline both employees
- Separate the parties and allow them to cool down (Correct answer)
- Ignore it and let them resolve it themselves
- Assign blame to the employee who started it
Correct answer: Separate the parties and allow them to cool down
Separating conflicting parties and allowing emotions to de-escalate is the critical first step before attempting resolution.
Question 5: Which term describes a conflict that arises from differences in values, beliefs, or identity?
- Structural conflict
- Relationship conflict (Correct answer)
- Data conflict
- Interest conflict
Correct answer: Relationship conflict
Relationship conflicts stem from differences in personality, values, or perceptions and are often the most difficult to resolve.
Question 6: What does 'active listening' require during a conflict conversation?
- Preparing your rebuttal while the other person speaks
- Paraphrasing and reflecting back what you heard (Correct answer)
- Staying silent and taking notes only
- Agreeing with everything the other person says
Correct answer: Paraphrasing and reflecting back what you heard
Active listening involves paraphrasing and reflecting back what you heard to demonstrate understanding and validate the speaker.
Question 7: In a workplace conflict, what is the purpose of establishing ground rules before a mediation session?
- To determine who is at fault
- To create a safe and respectful environment for dialogue (Correct answer)
- To speed up the resolution process
- To document legal liability
Correct answer: To create a safe and respectful environment for dialogue
Ground rules set expectations for respectful behavior, helping create a psychological safe space where parties can speak openly.
Conflict Management Conflict Management 2
Which conflict resolution style is most appropriate when the issue is trivial and preserving the relationship is more important than the outcome?