Communication: Conflict Resolution and Negotiation 1 Flashcards
6 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 6 Communication: Conflict Resolution and Negotiation 1 flashcards as text
When a conflict between two team members becomes emotionally charged, what is the most important de-escalation technique a mediator should use first?
Answer: Allow each party to speak without interruption while the other listens
Allowing each party to speak uninterrupted signals respect and reduces defensiveness, which is the essential first step in de-escalating emotionally charged conflict before any problem-solving can occur.
In negotiation, what is the key difference between a 'position' and an 'interest'?
Answer: A position is what someone demands; an interest is the underlying reason or need behind that demand
Positions are stated demands (what someone says they want), while interests are the deeper motivations or needs driving those demands. Effective negotiators focus on interests to find creative, mutually satisfying solutions.
A colleague responds to your feedback with hostility and raised voice. Which response best demonstrates assertive—rather than aggressive or passive—communication?
Answer: Calmly state your perspective using 'I' statements and invite them to continue when ready
Assertive communication means expressing your viewpoint clearly and calmly with 'I' statements while respecting the other person's emotions—unlike aggression (matching hostility) or passivity (backing down inappropriately).
What is the primary purpose of separating people from the problem in principled negotiation?
Answer: To allow negotiators to attack ideas objectively without damaging working relationships
Separating people from the problem allows both parties to critique options and ideas without personal attacks, preserving the relationship while still addressing the substantive disagreement effectively.
During a negotiation, one party makes an extreme opening offer far outside reasonable expectations. What is the most effective counter-strategy?
Answer: Acknowledge the offer without accepting its frame, then propose a well-reasoned counter-offer anchored to objective criteria
Acknowledging without accepting the anchor, then introducing an evidence-based counter-offer, shifts the negotiation toward objective standards and avoids the psychological pull of an extreme anchor point.
A long-running workplace conflict is unresolved despite repeated direct discussions. What is the most appropriate next step?
Answer: Involve a neutral third-party mediator to facilitate structured dialogue
When direct resolution attempts fail, a neutral mediator can provide structure, ensure both parties feel heard, and guide them toward agreement without the bias or authority dynamics that may have blocked earlier efforts.