Soft Skills Conflict Resolution Techniques 3 — Questions and Answers
Question 1: Two coworkers disagree over a project deadline. Their supervisor steps in and issues a final ruling both must follow. This is an example of:
- Mediation
- Arbitration (Correct answer)
- Negotiation
- Avoidance
Correct answer: Arbitration
Arbitration involves a third party who has authority to impose a binding decision on the disputing parties.
Question 2: Which body language cue most signals openness and receptivity during a conflict conversation?
- Crossed arms and a steady gaze
- Leaning slightly forward with uncrossed arms (Correct answer)
- Looking at your phone occasionally
- Tapping fingers on the table
Correct answer: Leaning slightly forward with uncrossed arms
Leaning forward with open body posture communicates attentiveness and willingness to engage.
Question 3: The Thomas-Kilmann Conflict Mode Instrument measures conflict handling styles along which two dimensions?
- Emotion and logic
- Assertiveness and cooperativeness (Correct answer)
- Passive and aggressive
- Individual and group
Correct answer: Assertiveness and cooperativeness
The TKI model plots five conflict styles on axes of assertiveness (concern for self) and cooperativeness (concern for others).
Question 4: A project team member keeps missing deadlines, affecting the whole group. The best conflict resolution first step is to:
- Complain to the team about the person
- Send a group email highlighting the missed deadlines
- Speak privately with the person to understand obstacles they may be facing (Correct answer)
- Remove the person from the project without discussion
Correct answer: Speak privately with the person to understand obstacles they may be facing
A private, empathetic conversation uncovers root causes and preserves the relationship before escalating.
Question 5: Which technique involves repeating back what someone said in your own words to confirm understanding during a conflict?
- Mirroring
- Paraphrasing (Correct answer)
- Reframing
- Summarizing
Correct answer: Paraphrasing
Paraphrasing restates the speaker's message in the listener's own words to confirm accurate understanding.
Question 6: When is avoidance an appropriate conflict resolution strategy?
- When the issue is critical to project success
- When the conflict involves a performance problem
- When the issue is trivial or cooling down is needed before a productive conversation (Correct answer)
- When both parties have deeply opposing values
Correct answer: When the issue is trivial or cooling down is needed before a productive conversation
Avoidance is appropriate for minor issues or when temporarily stepping back prevents escalation and allows emotions to settle.
Question 7: Reframing a conflict means:
- Ignoring the original complaint and starting over
- Presenting the issue in a new light that opens up collaborative problem-solving (Correct answer)
- Reversing blame from one party to another
- Repeating the same argument more forcefully
Correct answer: Presenting the issue in a new light that opens up collaborative problem-solving
Reframing shifts the perspective on a conflict from adversarial to collaborative, making resolution more likely.
Soft Skills Conflict Resolution Techniques 3
Two coworkers disagree over a project deadline.
Their supervisor steps in and issues a final ruling both must follow.
This is an example of: