CTL Conflict Resolution & Problem Solving 5 — Questions and Answers
Question 1: A team leader notices that conflict avoidance is the dominant pattern on their team. The long-term consequence of this pattern is most likely to be:
- Increased innovation due to reduced friction
- Suppressed issues that erupt later with greater intensity (Correct answer)
- Stronger team cohesion through shared silence
- Faster decision-making due to less debate
Correct answer: Suppressed issues that erupt later with greater intensity
Avoided conflicts accumulate tension and unresolved issues, which typically resurface more severely when they finally break through.
Question 2: Which decision-making tool is BEST suited for selecting among multiple solutions by rating each against weighted criteria?
- Affinity diagram
- Decision matrix (Correct answer)
- Cause-and-effect diagram
- Pareto chart
Correct answer: Decision matrix
A decision matrix scores each option against weighted criteria, making trade-offs explicit and the selection process objective.
Question 3: A team leader should use mediation rather than arbitration when:
- A binding decision is needed immediately
- Preserving team relationships and self-determined resolution is the priority (Correct answer)
- Legal obligations are involved in the dispute
- One party refuses to participate in any process
Correct answer: Preserving team relationships and self-determined resolution is the priority
Mediation keeps decision-making power with the parties and fosters relationship repair, while arbitration imposes an external decision.
Question 4: During a team problem-solving session, a dominant voice keeps shooting down others' ideas. The leader should:
- Remove the dominant person from the session
- Use structured techniques like round-robin or silent brainstorming to equalize participation (Correct answer)
- Allow the group to self-regulate the dynamic
- Validate the dominant person's expertise and focus on their ideas
Correct answer: Use structured techniques like round-robin or silent brainstorming to equalize participation
Structured participation techniques ensure every team member can contribute ideas before any evaluation or criticism occurs.
Question 5: What does BATNA stand for in negotiation, and why does it matter?
- Best Approach To Negotiate Agreements; it standardizes negotiation tactics
- Best Alternative To a Negotiated Agreement; it defines the point at which walking away is preferable (Correct answer)
- Basic Approach To Neutral Arbitration; it establishes fairness criteria
- Baseline Agreement for Team Negotiation Arrangements; it documents prior commitments
Correct answer: Best Alternative To a Negotiated Agreement; it defines the point at which walking away is preferable
Knowing your BATNA sets a clear threshold—any agreement worse than your alternative should be rejected.
Question 6: Which behavior by a team leader signals psychological safety during conflict discussions?
- Reminding the team of performance consequences for ongoing conflict
- Thanking team members for raising difficult issues and avoiding blame language (Correct answer)
- Limiting conflict discussions to formal review meetings
- Requiring written submissions instead of verbal discussion
Correct answer: Thanking team members for raising difficult issues and avoiding blame language
Expressing gratitude for candor and using non-blaming language encourages team members to surface concerns early rather than suppressing them.
Question 7: A problem-solving team keeps generating solutions before fully defining the problem. The leader should insist on completing which step first?
- Solution prototyping
- Stakeholder mapping
- Problem definition and scoping (Correct answer)
- Resource allocation planning
Correct answer: Problem definition and scoping
A clearly defined problem statement ensures that all solutions address the actual issue rather than symptoms or assumptions.
CTL Conflict Resolution & Problem Solving 5
A team leader notices that conflict avoidance is the dominant pattern on their team.
The long-term consequence of this pattern is most likely to be: