CTL Conflict Resolution & Problem Solving 4 — Questions and Answers
Question 1: Which negotiation concept involves making a deliberate first offer to set the range of discussion?
- BATNA
- Anchoring (Correct answer)
- Framing
- Mirroring
Correct answer: Anchoring
Anchoring uses an initial offer to influence the perceived range of acceptable outcomes in a negotiation.
Question 2: A team is experiencing interpersonal conflict due to ambiguous role boundaries. The MOST effective structural solution is to:
- Schedule weekly conflict resolution sessions
- Clarify roles and responsibilities using a RACI matrix (Correct answer)
- Rotate team members' responsibilities monthly
- Reduce team size to limit overlap
Correct answer: Clarify roles and responsibilities using a RACI matrix
A RACI matrix explicitly defines who is Responsible, Accountable, Consulted, and Informed for each task, eliminating boundary ambiguity.
Question 3: In the context of problem solving, 'convergent thinking' refers to:
- Generating as many ideas as possible without judgment
- Narrowing down multiple options to identify the single best solution (Correct answer)
- Involving all stakeholders in the decision-making process
- Linking the problem to external trends and opportunities
Correct answer: Narrowing down multiple options to identify the single best solution
Convergent thinking evaluates and selects from existing options, complementing the expansive phase of divergent thinking.
Question 4: A conflict between two teams escalates despite a team leader's efforts. The appropriate next step is to:
- Ignore it and hope it dissipates on its own
- Escalate to a higher-level manager while briefing them fully on prior resolution attempts (Correct answer)
- Bypass management and go directly to HR
- Blame one team publicly to establish accountability
Correct answer: Escalate to a higher-level manager while briefing them fully on prior resolution attempts
Escalating with full context empowers senior leadership to intervene appropriately while demonstrating the leader's good-faith efforts.
Question 5: Which active listening technique helps verify understanding during a conflict discussion?
- Giving advice immediately after the speaker finishes
- Paraphrasing the speaker's message and asking for confirmation (Correct answer)
- Taking detailed notes without any verbal response
- Maintaining eye contact without commenting
Correct answer: Paraphrasing the speaker's message and asking for confirmation
Paraphrasing and seeking confirmation shows the speaker they were heard and corrects any misunderstanding before it compounds.
Question 6: The force field analysis technique helps teams by:
- Identifying which team members resist change
- Mapping driving and restraining forces around a problem to guide solution design (Correct answer)
- Ranking problems by frequency of occurrence
- Scheduling resolution steps on a timeline
Correct answer: Mapping driving and restraining forces around a problem to guide solution design
Force field analysis visualizes factors for and against a situation, helping teams strengthen drivers or weaken restraints.
Question 7: When a compromise is reached between two conflicting parties, a key risk the team leader must monitor is:
- Over-satisfaction leading to complacency
- Residual resentment if neither party feels their core needs were fully met (Correct answer)
- Excessive transparency about the resolution process
- The compromise becoming permanent policy without review
Correct answer: Residual resentment if neither party feels their core needs were fully met
Compromise involves mutual concessions that can leave underlying needs unmet, which may reignite conflict if not addressed.
CTL Conflict Resolution & Problem Solving 4
Which negotiation concept involves making a deliberate first offer to set the range of discussion?