CPM Conflict Resolution & Mediation Flashcards

What is a 'conflict of interest' in the workplace, and why must managers disclose it?

Answer: A situation where personal interests could improperly influence professional decisions; disclosure ensures transparency

Conflicts of interest occur when personal relationships or financial interests could bias a manager's decisions, and disclosure protects integrity.

Which approach BEST prevents workplace conflicts from escalating to formal grievances?

Answer: Addressing issues early through open dialogue and regular check-ins

Early, direct communication is the most effective way to resolve issues before they become formal complaints.

A manager involved in a conflict with their own direct report should FIRST:

Answer: Recuse themselves and involve HR or a neutral third party

A manager with a personal stake in a conflict with a report should step back to ensure an unbiased process.

What does a 'win-win' outcome in conflict resolution mean for a CPM-certified manager?

Answer: Both parties' core interests are met through a creative, mutually acceptable solution

Win-win outcomes reflect collaborative problem-solving where both parties leave the resolution feeling their key needs were addressed.

Which tool is MOST useful for structuring a formal conflict resolution meeting between two employees?

Answer: A pre-defined agenda outlining ground rules, speaking time, and next steps

A structured agenda with ground rules creates psychological safety and keeps the meeting focused and productive.

After resolving a workplace conflict, what is the manager's MOST important follow-up action?

Answer: Schedule a follow-up check-in to confirm the resolution is holding and relationships have improved

Follow-up check-ins reinforce accountability and allow the manager to catch any recurrence before it escalates again.