MO Conflict Resolution & Negotiation 4

Question 1

A marketing officer is asked to resolve a dispute between an agency and a client where both parties agreed to binding third-party resolution. This process is called:

Accepted Answer

Arbitration

Answer

Arbitration involves a neutral third party who hears both sides and makes a binding decision, unlike mediation where parties retain decision authority.

Question 2

Which de-escalation technique involves acknowledging the other party's feelings before presenting your own perspective during a heated marketing conflict?

Accepted Answer

Empathic acknowledgment

Answer

Empathic acknowledgment validates the other party's emotions, reducing defensiveness and creating psychological safety for productive dialogue.

Question 3

In a salary negotiation with a marketing hire, the candidate uses the tactic of staying silent after presenting their number. What is the strategic purpose of this silence?

Accepted Answer

To create discomfort and pressure the other party to respond or concede

Answer

Strategic silence after an offer creates psychological pressure, often prompting the other party to fill the silence with a concession or counter-offer.

Question 4

A marketing team conflict escalates from a task disagreement to personal attacks. This shift is best described as moving from:

Accepted Answer

Cognitive to affective conflict

Answer

Cognitive (task-focused) conflict becomes affective (emotion-driven) conflict when disputes shift from ideas to personal criticism, damaging relationships.

Question 5

When negotiating marketing software contracts, a vendor uses 'good cop/bad cop.' The marketing officer's best counter-strategy is to:

Accepted Answer

Recognize the tactic, name it diplomatically, and refocus on objective criteria

Answer

Naming a manipulation tactic neutralizes its effect and signals sophistication, allowing both parties to return to principled, objective negotiation.

(MO) Marketing Officer Certification Practice Test

(MO) Marketing Officer Certification Practice Test

MO Conflict Resolution & Negotiation 4