Conflict Resolution Strategies Flashcards

Two employees have a personality clash that is affecting team morale. As their supervisor, what is your FIRST step?

Answer: Meet with each employee individually to understand their perspectives

Meeting individually first allows each employee to speak freely and helps the supervisor understand both sides before facilitating a joint resolution.

Which conflict resolution style involves one party giving up their position to satisfy the other party's needs?

Answer: Accommodating

Accommodating means one party yields to the other's position, prioritizing the relationship over the outcome.

A supervisor discovers that two employees have been spreading rumors about each other. The BEST approach is to:

Answer: Address the rumor-spreading behavior directly and establish clear communication expectations

Directly addressing the behavior and setting expectations stops the cycle while preserving dignity and due process for both employees.

The 'Thomas-Kilmann Conflict Mode Instrument' identifies how many distinct conflict-handling styles?

Answer: Five

The Thomas-Kilmann model identifies five conflict-handling styles: competing, collaborating, compromising, avoiding, and accommodating.

When a conflict stems from unclear job roles and responsibilities, the MOST effective long-term solution is to:

Answer: Clarify and document roles through updated job descriptions or team charters

Documenting roles removes ambiguity, which is the root cause of role-based conflict, providing a reference point for future disputes.

A supervisor uses a neutral third party from within the organization to help two feuding employees reach an agreement. This process is called:

Answer: Mediation

Mediation involves a neutral facilitator who helps disputing parties communicate and reach a voluntary agreement, unlike arbitration where the third party decides.

An employee frequently interrupts colleagues during meetings, causing frustration. As supervisor, you should:

Answer: Privately coach the employee on active listening and meeting etiquette

Private coaching addresses the behavior constructively without embarrassing the employee, making behavior change more likely.