COOP Conflict Resolution & Mediation Techniques 3

Question 1

In interest-based negotiation, a BATNA refers to:

Accepted Answer

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

Answer

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

Question 2

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

Accepted Answer

Accommodating

Answer

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

Question 3

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:

Accepted Answer

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

Answer

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

Question 4

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

Accepted Answer

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

Answer

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

Question 5

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

Accepted Answer

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

Answer

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

(COOP) Certified Organizational Ombuds Practitioner Practice Test

(COOP) Certified Organizational Ombuds Practitioner Practice Test

COOP Conflict Resolution & Mediation Techniques 3