Conflict Management Strategies 3 — Questions and Answers
Question 1: Which of the following best describes the 'smoothing' conflict strategy?
- Confronting the conflict directly to resolve it
- Playing down differences and emphasizing common ground (Correct answer)
- Withdrawing from the conflict entirely
- Using authority to enforce compliance
Correct answer: Playing down differences and emphasizing common ground
Smoothing minimizes the conflict by focusing on areas of agreement and downplaying disagreements.
Question 2: A mediator helps two departments resolve a budget dispute by facilitating dialogue without imposing a solution. This represents which third-party strategy?
- Arbitration
- Litigation
- Mediation (Correct answer)
- Adjudication
Correct answer: Mediation
Mediation is a facilitated negotiation where the mediator guides parties but does not decide the outcome.
Question 3: Which conflict strategy is best suited when a quick decision is needed in a crisis and there is no time for collaboration?
- Avoiding
- Accommodating
- Compromising
- Competing (Correct answer)
Correct answer: Competing
Competing (forcing) is appropriate in emergencies where speed and decisiveness outweigh consensus.
Question 4: The Thomas-Kilmann Conflict Mode Instrument measures conflict behavior along which two dimensions?
- Trust and communication
- Assertiveness and cooperativeness (Correct answer)
- Power and dependency
- Emotion and logic
Correct answer: Assertiveness and cooperativeness
The TKI plots conflict modes on axes of assertiveness (concern for self) and cooperativeness (concern for others).
Question 5: When a conflict involves a high-stakes ethical issue and one party knows they are right, which strategy may be justified despite its aggressive nature?
- Avoiding
- Smoothing
- Competing (Correct answer)
- Compromising
Correct answer: Competing
Competing is warranted when principles or ethics are at stake and compromise would be inappropriate.
Question 6: In principled negotiation, 'separating the people from the problem' means:
- Excluding emotional parties from the negotiation
- Addressing relationship issues independently from substantive issues (Correct answer)
- Using only written communication to avoid bias
- Delegating conflict resolution to HR
Correct answer: Addressing relationship issues independently from substantive issues
This principle ensures personal animosity does not interfere with resolving the substantive dispute.
Question 7: Which de-escalation strategy involves deliberately slowing down a heated exchange by requesting a break or postponing discussion?
- Reframing
- Active listening
- Cooling-off period (Correct answer)
- Caucusing
Correct answer: Cooling-off period
A cooling-off period reduces emotional intensity and allows parties to return to discussion more rationally.
Conflict Management Strategies 3
Which of the following best describes the 'smoothing' conflict strategy?