Conflict Resolution Strategies Flashcards
7 cards from real Soft Skills - Communication practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Conflict Resolution Strategies flashcards as text
A team member consistently interrupts you during meetings. What is the most constructive first step?
Answer: Address the behavior privately using 'I' statements
Addressing the issue privately with 'I' statements focuses on the impact of the behavior rather than attacking the person, opening dialogue without embarrassment.
Which conflict resolution style involves satisfying the other party's concerns while neglecting your own?
Answer: Accommodating
Accommodating prioritizes the other party's needs over one's own, which can preserve relationships but may lead to resentment if overused.
During a heated disagreement, your colleague raises their voice. What should you do first?
Answer: Pause and calmly suggest taking a short break
Suggesting a brief break de-escalates emotional intensity, allowing both parties to return to the conversation more rationally.
What does BATNA stand for in negotiation and conflict resolution?
Answer: Best Alternative To a Negotiated Agreement
BATNA represents the best course of action a party can take if negotiations fail, giving them leverage and clarity about their minimum acceptable outcome.
A conflict arises because two employees misunderstood each other's emails. This is an example of conflict caused by:
Answer: Communication breakdown
Miscommunication through ambiguous or misread messages is a leading cause of workplace conflict and can often be resolved by clarifying intent.
Which active listening behavior best demonstrates empathy during a conflict?
Answer: Reflecting back what you heard before responding
Reflecting back what you heard shows the other person they are understood, which lowers defensiveness and builds trust in tense situations.
In the Thomas-Kilmann Conflict Mode Instrument, which style is both assertive AND cooperative?
Answer: Collaborating
Collaborating is the only TKI style rated high on both assertiveness and cooperativeness, seeking a solution that fully satisfies all parties.