Conflict Management & Resolution 4 — Questions and Answers
Question 1: What distinguishes arbitration from mediation?
- Arbitration is voluntary; mediation is mandatory
- An arbitrator imposes a binding decision; a mediator facilitates a mutual agreement (Correct answer)
- Mediation is faster than arbitration
- Arbitration only applies to labor disputes
Correct answer: An arbitrator imposes a binding decision; a mediator facilitates a mutual agreement
Unlike mediators, arbitrators hear both sides and render a binding decision, similar to a judge.
Question 2: A manager notices two employees in an escalating argument. The MOST appropriate immediate action is to:
- Let them resolve it themselves to build resilience
- Intervene to separate the parties and restore calm (Correct answer)
- Document the incident and address it next week
- Ask other team members to weigh in
Correct answer: Intervene to separate the parties and restore calm
Immediate intervention prevents escalation and protects the work environment, which is a primary managerial responsibility.
Question 3: Which concept refers to stating your concerns without blaming others, using statements like 'I feel frustrated when...'?
- You-statements
- I-statements (Correct answer)
- We-statements
- Neutral-statements
Correct answer: I-statements
I-statements express personal feelings without blaming the other party, reducing defensiveness in conflict situations.
Question 4: What is 'constructive conflict'?
- Conflict that is avoided to maintain harmony
- Conflict that leads to improved ideas, innovation, or stronger relationships (Correct answer)
- Conflict resolved only through legal action
- Conflict involving physical confrontation
Correct answer: Conflict that leads to improved ideas, innovation, or stronger relationships
Constructive conflict challenges assumptions and encourages creative problem-solving, ultimately benefiting the group.
Question 5: Which barrier to conflict resolution involves each party only seeking information that confirms their own viewpoint?
- Attribution error
- Confirmation bias (Correct answer)
- Groupthink
- Anchoring bias
Correct answer: Confirmation bias
Confirmation bias causes people to selectively interpret evidence in ways that support their existing position, hindering resolution.
Question 6: In a conflict between a customer and a service representative, which approach BEST preserves the customer relationship?
- Rigidly apply company policy regardless of the situation
- Acknowledge the customer's concern and find a mutually acceptable solution (Correct answer)
- Transfer the customer to a supervisor immediately
- Offer a refund without investigating the issue
Correct answer: Acknowledge the customer's concern and find a mutually acceptable solution
Acknowledging the concern and collaborating on a solution demonstrates empathy and protects the long-term relationship.
Question 7: What is the significance of 'BATNA' in conflict negotiation?
- It is a mandatory step in formal mediation
- It defines the best alternative if negotiations fail, setting your reservation point (Correct answer)
- It is a script for opening a negotiation
- It refers to the binding terms of an arbitration award
Correct answer: It defines the best alternative if negotiations fail, setting your reservation point
BATNA (Best Alternative To a Negotiated Agreement) empowers negotiators by clarifying what they can do if no deal is reached.
Conflict Management & Resolution 4
What distinguishes arbitration from mediation?