CPM CPM Conflict Resolution & Mediation

Question 1

A manager notices two team members in an ongoing dispute that is affecting team morale. What is the FIRST step in mediating the conflict?

Accepted Answer

Meet with each party separately to understand their perspectives

Answer

Issue a written warning to both employees immediately

Answer

Reassign one employee to another team

Answer

Escalate to HR without gathering information

Question 2

Which conflict resolution style is most appropriate when a quick decision is needed in a crisis situation?

Accepted Answer

Competing

Answer

Accommodating

Answer

Avoiding

Answer

Collaborating

Question 3

An employee files a complaint against a coworker for hostile behavior. What documentation should a manager create after investigating?

Accepted Answer

A written summary of findings, actions taken, and follow-up plan

Answer

A verbal note shared only with HR

Answer

Nothing, if the issue is resolved informally

Answer

An anonymous report to avoid naming individuals

Question 4

What does 'interest-based negotiation' focus on during a workplace conflict?

Accepted Answer

Underlying needs and concerns of each party

Answer

The formal positions each party has stated

Answer

Seniority and power dynamics

Answer

Company policy compliance only

Question 5

A manager is perceived as taking sides during a team conflict. Which behavior BEST demonstrates impartiality?

Accepted Answer

Applying the same standards and process to both parties consistently

Answer

Alternating support between employees to appear balanced

Answer

Delegating the conflict to a senior peer

Answer

Avoiding interaction with either employee until they resolve it

Question 6

Which outcome is the hallmark of a successfully mediated workplace conflict?

Accepted Answer

A mutually agreed-upon solution that both parties commit to

Answer

One party winning the dispute outright

Answer

The manager imposing a compromise without input

Answer

The conflict being permanently suppressed