Conflict Resolution & Problem Solving Flashcards

What is 'active listening' primarily designed to achieve in conflict resolution?

Answer: Demonstrate understanding and build trust with the other party

Active listening signals genuine understanding of the other party's perspective, reducing defensiveness and fostering a cooperative climate.

Which of the following is a symptom of 'groupthink' in team problem solving?

Answer: Dissenting views are suppressed to maintain harmony

Groupthink occurs when cohesion pressures cause teams to suppress dissent, leading to poor decisions that go unchallenged.

A CPN uses a 'bridging' strategy during an impasse. What does this entail?

Answer: Introducing a new option that satisfies both parties' core interests without either conceding their position

Bridging creates a new solution that meets the underlying needs of both parties, transcending the original positional deadlock.

What is the function of a 'ground rule' established at the start of a negotiation or mediation?

Answer: To establish procedural norms that promote respectful and productive dialogue

Ground rules create a safe, structured environment by setting shared behavioral expectations before substantive discussions begin.

Which analytical tool maps stakeholders by their level of interest and power to prioritize engagement strategies?

Answer: Stakeholder power-interest matrix

A power-interest matrix helps negotiators identify who needs close management versus simple monitoring based on their influence and stake in the outcome.

In conflict de-escalation, 'normalization' refers to which of the following?

Answer: Acknowledging that the other party's feelings or reactions are understandable given the circumstances

Normalization validates the other party's emotional response, reducing defensiveness by showing their reaction is reasonable and understood.

A negotiator identifies the 'root cause' of a conflict rather than its symptoms. Which problem-solving tool is most useful for this?

Answer: The '5 Whys' technique

The '5 Whys' technique iteratively asks 'why' until the fundamental cause of a problem is revealed, not just its surface manifestation.