Conflict Management & Resolution 3 — Questions and Answers
Question 1: Two departments are competing for the same budget allocation. This is best described as what type of conflict?
- Interpersonal conflict
- Intrapersonal conflict
- Intergroup conflict (Correct answer)
- Procedural conflict
Correct answer: Intergroup conflict
Intergroup conflict occurs between different groups or departments competing for shared resources.
Question 2: What is the primary goal of 'collaborative' conflict resolution?
- Ensure one party wins the dispute
- Find a solution that fully satisfies both parties' core needs (Correct answer)
- End the conflict as quickly as possible
- Avoid addressing the conflict directly
Correct answer: Find a solution that fully satisfies both parties' core needs
Collaboration aims for a win-win outcome where both parties' underlying interests are genuinely met.
Question 3: An employee feels a coworker took credit for their idea. Which step should they take FIRST?
- File a formal HR complaint immediately
- Discuss the situation directly with the coworker (Correct answer)
- Complain to mutual colleagues
- Escalate to senior leadership
Correct answer: Discuss the situation directly with the coworker
Direct communication is the first step, giving the coworker a chance to address the misunderstanding before involving others.
Question 4: Which of Thomas-Kilmann's conflict modes involves high assertiveness and low cooperativeness?
- Avoiding
- Accommodating
- Compromising
- Competing (Correct answer)
Correct answer: Competing
The competing mode is highly assertive and uncooperative, prioritizing one's own goals over the relationship.
Question 5: What is 'reframing' in the context of conflict resolution?
- Repeating your position more loudly for emphasis
- Changing how a situation is perceived to open new solutions (Correct answer)
- Formally documenting the conflict for HR records
- Returning to an earlier stage of negotiation
Correct answer: Changing how a situation is perceived to open new solutions
Reframing shifts perspective on a conflict, helping parties see it differently and discover new paths to resolution.
Question 6: Which of the following BEST describes 'de-escalation' in conflict management?
- Increasing pressure on the opposing party to concede
- Taking actions that reduce tension and lower the intensity of a conflict (Correct answer)
- Withdrawing from the conflict entirely
- Bringing in more stakeholders to strengthen your position
Correct answer: Taking actions that reduce tension and lower the intensity of a conflict
De-escalation uses techniques like lowering tone, pausing, and finding common ground to reduce conflict intensity.
Question 7: In workplace conflict resolution, what does a 'cooling-off period' accomplish?
- Permanently resolves the underlying dispute
- Gives parties time to calm down before productive dialogue (Correct answer)
- Signals that one party has conceded
- Transfers responsibility to HR
Correct answer: Gives parties time to calm down before productive dialogue
A cooling-off period allows emotions to subside so parties can engage in rational, productive discussion.
Conflict Management & Resolution 3
Two departments are competing for the same budget allocation.
This is best described as what type of conflict?