CTL Conflict Resolution & Problem Solving 4

Question 1

Which negotiation concept involves making a deliberate first offer to set the range of discussion?

Accepted Answer

Anchoring

Answer

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:

Accepted Answer

Clarify roles and responsibilities using a RACI matrix

Answer

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:

Accepted Answer

Narrowing down multiple options to identify the single best solution

Answer

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:

Accepted Answer

Escalate to a higher-level manager while briefing them fully on prior resolution attempts

Answer

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?

Accepted Answer

Paraphrasing the speaker's message and asking for confirmation

Answer

Paraphrasing and seeking confirmation shows the speaker they were heard and corrects any misunderstanding before it compounds.

(CTL) Certified Team Leader Practice Test