Conflict Management Skills 2

Question 1

Which skill involves restating what the other party said in your own words to confirm understanding?

Accepted Answer

Paraphrasing

Answer

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?

Accepted Answer

Diagnose the source of conflict before intervening

Answer

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?

Accepted Answer

Empathic validation

Answer

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?

Accepted Answer

Presenting an issue from a different, more neutral perspective

Answer

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?

Accepted Answer

Cultural sensitivity and awareness

Answer

Cultural sensitivity helps prevent misunderstandings rooted in differing values, norms, and communication styles.

Conflict Management Practice Test