CPM Conflict Resolution & Mediation Flashcards

What is 'escalation' in the context of workplace conflict management?

Answer: The process of involving higher authority or HR when direct resolution fails

Escalation means bringing in a higher authority or neutral third party when the manager cannot resolve the conflict directly.

Which communication technique is MOST effective when de-escalating a heated employee conversation?

Answer: Active listening and reflective paraphrasing

Active listening and paraphrasing signal respect and reduce emotional intensity, helping the conversation become more productive.

A team has recurring interpersonal conflicts rooted in unclear role boundaries. What is the BEST long-term solution?

Answer: Conduct a role clarification workshop and update job descriptions

Clarifying roles eliminates the structural ambiguity that fuels recurring boundary-related conflicts.

Which CPM competency is directly applied when a manager coaches two conflicting employees toward mutual understanding?

Answer: Facilitation and coaching

Facilitation and coaching competencies enable a manager to guide employees toward self-discovered solutions.

When is the 'avoiding' conflict style appropriate in a people management context?

Answer: When the issue is trivial and the relationship cost of confrontation is high

Avoiding is appropriate for low-stakes issues where the disruption of addressing it outweighs the benefit.

A manager discovers that a conflict between two employees stems from a cultural misunderstanding. What is the BEST response?

Answer: Facilitate a conversation that builds cultural awareness and mutual respect

Facilitating a culturally aware dialogue addresses the root cause and strengthens the team's inclusivity.