Conflict Resolution & Mediation Techniques Flashcards

An ombuds is working with two employees who have deeply incompatible communication styles. Which technique is MOST effective for bridging this gap?

Answer: Reframe each party's statements into neutral, interest-based language

Reframing transforms positional or emotionally charged statements into interest-based language, helping both parties hear each other more clearly.

In shuttle diplomacy, the ombuds moves between parties separately rather than bringing them together. This approach is MOST appropriate when:

Answer: A face-to-face meeting would likely escalate the conflict

Shuttle diplomacy protects parties from direct confrontation when face-to-face interaction risks escalation or retraumatization.

A visitor presents a grievance that they have already shared with HR with no resolution. The ombuds should FIRST:

Answer: Determine whether the visitor wants help exploring options or just needs to be heard

The ombuds first assesses what the visitor actually wants from the interaction before taking any action.

Which of the following BEST describes the difference between positions and interests in conflict resolution?

Answer: Positions are what parties say they want; interests are the underlying needs driving those demands

Fisher and Ury's principled negotiation framework distinguishes positions (stated demands) from interests (the underlying needs, fears, and motivations).

When an ombuds notices that a conflict stems from a systemic policy gap rather than interpersonal friction, the MOST appropriate action is to:

Answer: Help the individual while also noting the systemic pattern for upward feedback

The ombuds assists the individual visitor while using observed systemic patterns (informally and without identifying visitors) to recommend organizational improvements.

A mediator uses 'caucusing' during a joint session. This means the mediator:

Answer: Meets privately with each party separately during the mediation process

Caucusing involves the mediator meeting privately with each party to explore interests, reality-test positions, and prepare them for joint dialogue.

An ombuds visitor is a manager who has received complaints from their direct reports about favoritism. The manager insists there is no problem. The ombuds BEST response is to:

Answer: Explore the manager's perspective while gently introducing the impact their behavior has on others

The ombuds maintains neutrality by exploring all perspectives while helping the manager understand the gap between their intent and its impact.