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
An employee feels their idea was dismissed unfairly in a meeting. The most emotionally intelligent response is to:
Answer: Request a follow-up conversation to discuss their perspective calmly
Requesting a calm follow-up conversation allows the employee to advocate for their idea constructively while maintaining professional relationships.
What is 'distributive' conflict resolution?
Answer: Treating conflict as a fixed pie where one party's gain is the other's loss
Distributive resolution treats the outcome as zero-sum, where one party wins and the other loses, unlike integrative approaches that expand possibilities.
Which phrase best exemplifies an 'I' statement used in conflict resolution?
Answer: 'I feel overlooked when my input isn't acknowledged.'
'I' statements describe your own feelings and their specific triggers without blaming the other person, reducing defensiveness and opening dialogue.
During conflict resolution, what does 'reframing' mean?
Answer: Presenting the issue from a different, more constructive perspective
Reframing shifts how an issue is perceived — from a personal attack to a shared problem — making it easier for all parties to engage constructively.
A cross-functional team conflict stems from differing departmental priorities. Which resolution strategy is most appropriate?
Answer: Hold a joint meeting to align on shared organizational goals first
Aligning on shared organizational goals helps both departments see the bigger picture and find a solution that serves the overall mission rather than just their own priorities.
In conflict resolution, what is 'arbitration' most distinct from 'mediation' in?
Answer: Arbitration results in a binding decision imposed by a third party
Unlike mediation, arbitration results in a binding decision made by the arbitrator, similar to a private judge, removing control from the disputing parties.
Which behavior signals that a conflict is becoming destructive rather than constructive?
Answer: One party starts attacking the other's character rather than their actions
Personal attacks shift focus from solving the problem to damaging the relationship, a hallmark of destructive conflict.