Communication Skills & Conflict Resolution Flashcards

A team coach notices two members consistently interrupting each other during meetings. Which intervention best addresses the underlying communication dynamic?

Answer: Introduce a team agreement on listening before responding

Team agreements create shared accountability for communication norms without imposing hierarchy.

In the Thomas-Kilmann Conflict Mode Instrument, which style is characterized by high assertiveness and high cooperativeness?

Answer: Collaborating

Collaborating seeks a win-win outcome by fully addressing the needs of both parties.

A team is experiencing tension after a failed project. A coach uses 'retrospective communication' primarily to:

Answer: Extract lessons that improve future team interactions

Retrospective communication focuses on learning and forward improvement rather than assigning fault.

When a conflict arises between a team member's personal values and team goals, a CTC coach should first:

Answer: Explore the nature of the tension through open questioning

Exploring the tension through dialogue respects the individual and can surface valuable insights for the team.

Which communication approach does NVC (Nonviolent Communication) prioritize when expressing a conflict?

Answer: Describing observations, feelings, needs, and requests

NVC's four-component model separates observation from evaluation and links feelings to unmet needs.

A team coach observes that a remote team's video calls are dominated by one time zone group. The most systemic solution is to:

Answer: Rotate meeting times and use asynchronous tools to balance participation

Rotating schedules and asynchronous tools structurally distribute inclusion rather than relying on individual restraint.

During a conflict mediation session, a coach remains silent for 15 seconds after a team member finishes speaking. This technique is known as:

Answer: Strategic pausing to encourage deeper reflection

Deliberate silence after a statement invites deeper thinking and often prompts the speaker to expand on their real concern.