Negotiation & Conflict Resolution Flashcards
6 cards from real CRM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Negotiation & Conflict Resolution flashcards as text
The Thomas-Kilmann Conflict Mode instrument identifies five conflict-handling styles. Which style is typically MOST appropriate for high-value client disputes?
Answer: Collaborating
Collaborating—seeking a solution that fully addresses both parties' concerns—produces the strongest outcomes for ongoing relationships by maximizing mutual benefit.
In mediation used to resolve a client-firm dispute, the mediator's role is to:
Answer: Facilitate communication between parties to help them reach their own mutually acceptable resolution
A mediator is a neutral facilitator who helps parties communicate and explore solutions but has no authority to impose an outcome.
What is 'de-escalation' in a client conflict situation?
Answer: Using communication techniques—like lowering your voice, empathizing, and slowing the pace—to reduce emotional intensity in a tense interaction
De-escalation techniques reduce the emotional temperature of a conversation so that rational problem-solving can occur, preventing minor disputes from becoming major ones.
A CRM professional should treat a client's complaint as primarily:
Answer: An opportunity to demonstrate service excellence, deepen trust, and gather insight for improvement
Complaints, handled well, are opportunities to show commitment to the client and often result in increased loyalty—the so-called 'service recovery paradox.'
Which approach is MOST effective when two high-priority clients have conflicting demands on the CRM's time and resources?
Answer: Transparently communicate constraints to both clients, prioritize by urgency and impact, and set realistic expectations
Transparent communication and priority-setting based on urgency and impact manages client expectations fairly while maintaining trust with both parties.
After successfully resolving a significant client conflict, the CRM should:
Answer: Follow up with the client to confirm satisfaction, reinforce the relationship, and document lessons learned internally
Post-resolution follow-up confirms the client is satisfied, reinforces that the firm cares beyond the problem itself, and captures lessons that can prevent recurrence.