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Communication and Emotional Intelligence in Conflict Management Flashcards

7 cards from real CCM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Communication and Emotional Intelligence in Conflict Management flashcards as text

  1. A mediator notices that one party keeps crossing their arms and avoiding eye contact during discussion. What is the BEST initial response?

    Answer: Acknowledge the discomfort and invite the party to share how they are feeling

    Acknowledging nonverbal cues of discomfort invites openness and shows empathy, which is foundational to emotional intelligence in conflict settings.

  2. Which component of emotional intelligence refers to the ability to recognize and understand your own emotions as they occur?

    Answer: Self-awareness

    Self-awareness is the ability to recognize and understand one's own emotional states in real time, a core EI competency identified by Goleman.

  3. During a heated negotiation, a party begins to raise their voice and make personal attacks. A conflict manager should FIRST:

    Answer: Calmly acknowledge the intensity of feelings and redirect toward issues

    Acknowledging strong emotions before redirecting de-escalates tension and prevents emotional hijacking from derailing the process.

  4. What does 'emotional contagion' mean in the context of conflict management?

    Answer: Emotions automatically spread from one person to others in close proximity

    Emotional contagion is the phenomenon where one person's emotional state unconsciously influences the feelings of those around them.

  5. Which listening technique involves reflecting back the speaker's message in your own words to confirm understanding?

    Answer: Paraphrasing

    Paraphrasing restates the speaker's message in the listener's own words to verify accurate understanding and demonstrate attention.

  6. A conflict manager who remains composed and objective while a party is highly emotional is demonstrating which EI competency?

    Answer: Self-regulation

    Self-regulation is the ability to manage one's own emotions and impulses, allowing the conflict manager to remain effective under emotional pressure.

  7. What is 'defensive communication' in conflict interactions?

    Answer: A style that triggers the other party to become self-protective rather than open

    Defensive communication creates a climate in which parties feel evaluated or controlled, prompting self-protective responses that hinder resolution.