CTC Communication Skills & Conflict Resolution 3

Question 1

A CTC coach working with a team in conflict avoids taking sides and instead focuses on the process of dialogue. This role is best described as:

Accepted Answer

Mediator

Answer

A mediator is a neutral facilitator of dialogue who does not impose decisions or advocate for either party.

Question 2

The 'ladder of inference' model is most useful in conflict coaching because it helps team members:

Accepted Answer

Trace how assumptions escalate into conclusions and actions

Answer

The ladder of inference shows how people move from raw data to beliefs and actions, often skipping steps that fuel misunderstanding.

Question 3

A team coach encourages members to express their 'underlying interests' rather than their 'positions' during a dispute. This approach is central to:

Accepted Answer

Interest-based negotiation

Answer

Interest-based negotiation, associated with the Harvard Negotiation Project, focuses on underlying needs rather than stated positions.

Question 4

When coaching a team through interpersonal conflict, which question best helps members develop empathy for each other?

Accepted Answer

What might the other person be feeling and why?

Answer

Perspective-taking questions build empathy by directing attention to the other party's emotional experience.

Question 5

A team member repeatedly uses 'you always' and 'you never' statements during a conflict discussion. A coach intervenes by coaching the member to use:

Accepted Answer

Specific behavioral observations with 'I' statements

Answer

Replacing generalized 'you' accusations with specific 'I' statements reduces defensiveness and focuses on observable behavior.

(CTC) Certified Team Coach Practice Test