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Conflict Resolution Strategies Flashcards

7 cards from real Supervisory Test 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

  1. A conflict between two employees escalates to the point where one employee files a formal HR complaint. What should the supervisor do FIRST?

    Answer: Notify HR immediately and cooperate fully with the investigation

    When a formal complaint is filed, the supervisor must immediately involve HR to ensure proper procedures are followed and liability is managed.

  2. Which approach to conflict is MOST appropriate when the issue is trivial and the relationship is more important than the outcome?

    Answer: Accommodating

    Accommodating is appropriate for low-stakes issues where preserving a positive working relationship outweighs winning the argument.

  3. A supervisor notices that conflict between two departments stems from competition for limited budget resources. This type of conflict is best described as:

    Answer: Structural conflict

    Structural conflict arises from organizational conditions such as scarce resources, competing goals, or interdependencies rather than personal differences.

  4. During a conflict resolution meeting, a supervisor should primarily act as a:

    Answer: Facilitator who guides communication and problem-solving

    A supervisor acting as facilitator keeps the conversation productive and focused on solutions rather than blame.

  5. Two team members disagree about the best method to complete a project task. This is an example of what type of conflict?

    Answer: Process conflict

    Process conflict involves disagreements about how work should be accomplished, which is different from task conflict (what should be done) or relationship conflict (personal tensions).

  6. An employee tells their supervisor, 'I don't see any point in discussing this — nothing ever changes.' The supervisor's BEST response is to:

    Answer: Acknowledge the frustration and restate the commitment to finding a workable solution

    Acknowledging feelings validates the employee's experience and helps re-engage them in the process without dismissing their concern.

  7. Which active listening technique involves restating what the speaker said in your own words to confirm understanding?

    Answer: Paraphrasing

    Paraphrasing means restating the speaker's message in your own words to verify accurate understanding before responding.