Conflict Management Skills 2 — Questions and Answers
Question 1: Which skill involves restating what the other party said in your own words to confirm understanding?
- Paraphrasing (Correct answer)
- Advocating
- Deflecting
- Redirecting
Correct answer: Paraphrasing
Paraphrasing demonstrates active listening and confirms that you understood the speaker's message accurately.
Question 2: A manager notices two employees have ongoing tension. What is the FIRST skill the manager should apply?
- Impose a solution immediately
- Diagnose the source of conflict before intervening (Correct answer)
- Transfer one employee to another department
- Document the conflict for HR only
Correct answer: Diagnose the source of conflict before intervening
Diagnosing the source ensures the intervention addresses root causes rather than symptoms.
Question 3: Which communication skill helps de-escalate conflict by acknowledging the other person's emotional state?
- Cross-examination
- Empathic validation (Correct answer)
- Logical rebuttal
- Directive questioning
Correct answer: Empathic validation
Empathic validation reduces defensiveness by showing the other party their feelings are heard and understood.
Question 4: In conflict resolution, 'reframing' refers to which skill?
- Repeating accusations to clarify them
- Presenting an issue from a different, more neutral perspective (Correct answer)
- Documenting the conflict in writing
- Assigning blame to a specific party
Correct answer: Presenting an issue from a different, more neutral perspective
Reframing shifts negative or positional statements into neutral, problem-focused language that opens dialogue.
Question 5: Which skill is MOST critical when a conflict involves parties from different cultural backgrounds?
- Imposing majority-culture norms
- Cultural sensitivity and awareness (Correct answer)
- Limiting discussion to written communication only
- Assigning a single cultural liaison
Correct answer: Cultural sensitivity and awareness
Cultural sensitivity helps prevent misunderstandings rooted in differing values, norms, and communication styles.
Question 6: A mediator asks, 'What outcome would make this situation feel resolved for you?' This is an example of which skill?
- Interest-based questioning (Correct answer)
- Positional bargaining
- Blame attribution
- Avoidance coaching
Correct answer: Interest-based questioning
Interest-based questioning uncovers underlying needs and goals rather than surface-level demands.
Question 7: Which skill involves staying calm and objective when a conflict becomes emotionally charged?
- Emotional contagion
- Self-regulation (Correct answer)
- Projection
- Mirroring
Correct answer: Self-regulation
Self-regulation allows a conflict manager to model composure and prevent the conflict from escalating further.
Conflict Management Skills 2
Which skill involves restating what the other party said in your own words to confirm understanding?