Conflict Resolution Techniques 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 Techniques flashcards as text
During a team dispute, a manager separates the two employees and speaks with each privately before bringing them together. This approach is an example of which technique?
Answer: Shuttle diplomacy
Shuttle diplomacy involves a neutral party moving between disputing sides separately before facilitating a joint meeting.
Which conflict resolution style results in both parties giving up something to reach an agreement?
Answer: Compromising
Compromising requires each side to concede part of their position to find a mutually acceptable solution.
A colleague constantly interrupts you during meetings. The most assertive yet non-aggressive way to address this is to:
Answer: Calmly state that you'd like to finish your point before they respond
Assertive communication addresses the behavior directly and respectfully without hostility or passivity.
In principled negotiation (Fisher & Ury), what should negotiators focus on instead of positions?
Answer: Interests
Principled negotiation emphasizes separating people from the problem and focusing on underlying interests rather than stated positions.
Which of the following best describes a 'lose-lose' conflict outcome?
Answer: Both parties end up worse off than before the conflict
A lose-lose outcome occurs when escalation or poor resolution leaves both parties worse off than a negotiated solution would have.
When a conflict involves deeply personal values or beliefs, the most effective first step is to:
Answer: Acknowledge and respect the differences before problem-solving
Acknowledging value differences builds psychological safety and is necessary before any productive problem-solving can occur.
A BATNA in negotiation stands for Best Alternative To a Negotiated Agreement. Why is knowing your BATNA important?
Answer: It establishes the point at which walking away is better than accepting the deal
Your BATNA sets your reservation point — the minimum acceptable outcome — giving you power and clarity about when to walk away.