Conflict Resolution & Mediation Techniques Flashcards

In interest-based negotiation, a BATNA refers to:

Answer: The Best Alternative To a Negotiated Agreement, defining a party's walk-away point

BATNA, coined by Fisher and Ury, defines what a party will do if negotiations fail, giving them a rational basis for evaluating proposed solutions.

Which conflict resolution mode in the Thomas-Kilmann model involves low assertiveness and high cooperativeness?

Answer: Accommodating

Accommodating involves yielding to the other party's needs, reflecting high cooperation but low assertiveness.

An ombuds working with a cross-cultural conflict notices that one party interprets silence as agreement while the other uses silence to signal disagreement. The ombuds should:

Answer: Surface the differing communication norms and help both parties develop shared understanding

Effective ombuds practice requires surfacing implicit cultural differences in communication norms so that misinterpretations do not derail resolution.

The 'ladder of inference' is a concept MOST useful in conflict resolution for helping parties:

Answer: Understand how they move from raw data to conclusions and actions, often skipping steps

The ladder of inference (Argyris) helps parties see how they select data, add meaning, make assumptions, and reach conclusions—often unconsciously—leading to miscommunication.

When an ombuds identifies that a conflict involves an unequal power dynamic, the MOST appropriate response is to:

Answer: Acknowledge the dynamic and use process design to create conditions for equitable participation

The ombuds remains neutral but can design the process—timing, format, private sessions—to ensure all voices are heard despite power imbalances.

A key distinction between facilitation and mediation in an organizational ombuds context is:

Answer: Mediation focuses on resolving a specific dispute between identified parties; facilitation focuses on improving group processes and communication

Mediation targets resolution of a defined conflict between specific parties, while facilitation broadly improves communication and decision-making processes within groups.

During a conflict coaching session, the ombuds asks: 'What outcome would tell you this situation has been resolved?' This question is PRIMARILY intended to:

Answer: Help the visitor clarify their own desired outcome and interests

This forward-focused question helps the visitor define success for themselves, shifting from a problem orientation to a resolution orientation.