Conflict Management Skills 4 — Questions and Answers
Question 1: Which skill allows a conflict resolver to notice nonverbal cues such as crossed arms or averted eye contact?
- Behavioral observation (Correct answer)
- Verbal escalation tracking
- Written analysis
- Procedural documentation
Correct answer: Behavioral observation
Behavioral observation helps conflict managers detect unspoken discomfort or resistance that parties may not verbalize.
Question 2: A team leader asks open-ended questions like 'Can you tell me more about what happened?' This skill is called:
- Closed interrogation
- Clarifying inquiry (Correct answer)
- Directive counseling
- Positional probing
Correct answer: Clarifying inquiry
Clarifying inquiry encourages parties to elaborate, providing more information needed to understand the conflict fully.
Question 3: Which skill involves presenting factual information to help disputing parties see the situation more accurately?
- Reality testing (Correct answer)
- Gaslighting
- Selective disclosure
- Perception anchoring
Correct answer: Reality testing
Reality testing challenges distorted perceptions by grounding the conversation in verifiable facts.
Question 4: When a conflict manager separates emotional content from factual content in a discussion, this is known as:
- Emotional suppression
- Content-emotion differentiation (Correct answer)
- Deflection
- Rationalization
Correct answer: Content-emotion differentiation
Separating emotions from facts allows each to be addressed appropriately, preventing one from overwhelming the other.
Question 5: Which skill involves helping parties develop a concrete, written agreement with specific actions and timelines?
- Verbal mediation only
- Resolution documentation (Correct answer)
- Informal handshake agreements
- Avoidance planning
Correct answer: Resolution documentation
Resolution documentation ensures accountability and provides a reference point if conflicts resurface.
Question 6: A conflict manager uses silence intentionally after a party finishes speaking. What skill is this?
- Passive avoidance
- Strategic use of silence (Correct answer)
- Disengagement
- Apathetic listening
Correct answer: Strategic use of silence
Strategic silence gives the speaker space to reflect and often prompts them to share additional, important information.
Question 7: Which skill involves acknowledging that both parties may have valid points, even when their positions conflict?
- False equivalence
- Dual perspective recognition (Correct answer)
- Sycophantic agreement
- Win-lose framing
Correct answer: Dual perspective recognition
Dual perspective recognition validates multiple viewpoints, reducing defensiveness and building trust in the process.
Conflict Management Skills 4
Which skill allows a conflict resolver to notice nonverbal cues such as crossed arms or averted eye contact?