Conflict Management & Resolution 4

Question 1

What distinguishes arbitration from mediation?

Accepted Answer

An arbitrator imposes a binding decision; a mediator facilitates a mutual agreement

Answer

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:

Accepted Answer

Intervene to separate the parties and restore calm

Answer

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...'?

Accepted Answer

I-statements

Answer

I-statements express personal feelings without blaming the other party, reducing defensiveness in conflict situations.

Question 4

What is 'constructive conflict'?

Accepted Answer

Conflict that leads to improved ideas, innovation, or stronger relationships

Answer

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?

Accepted Answer

Confirmation bias

Answer

Confirmation bias causes people to selectively interpret evidence in ways that support their existing position, hindering resolution.

Conflict Management Practice Test