Conflict Management Skills 4

Question 1

Which skill allows a conflict resolver to notice nonverbal cues such as crossed arms or averted eye contact?

Accepted Answer

Behavioral observation

Answer

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:

Accepted Answer

Clarifying inquiry

Answer

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?

Accepted Answer

Reality testing

Answer

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:

Accepted Answer

Content-emotion differentiation

Answer

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?

Accepted Answer

Resolution documentation

Answer

Resolution documentation ensures accountability and provides a reference point if conflicts resurface.

Conflict Management Practice Test