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
Which statement BEST describes the difference between sympathy and empathy in conflict management?
Answer: Empathy involves understanding another's perspective without judgment; sympathy involves feeling pity
Empathy means understanding and sharing the perspective of another without judgment, while sympathy often involves pity and can create unhelpful power imbalances.
A conflict manager uses open-ended questions during an intake session. What is the PRIMARY purpose of this technique?
Answer: To encourage parties to share their full narrative and feelings
Open-ended questions invite expansive responses that reveal underlying interests, emotions, and perspectives critical to conflict resolution.
When one party says, 'I just want to be respected,' the conflict manager identifies this as:
Answer: An underlying interest or need beneath the surface position
Statements about wanting respect reflect underlying interests—the needs and values that drive positions—which are central to interest-based conflict resolution.
Which of the following BEST describes 'emotional flooding' during conflict?
Answer: A physiological state of overwhelming emotion that impairs rational thinking
Emotional flooding (or 'amygdala hijack') occurs when intense emotions overwhelm the prefrontal cortex, severely impairing a person's ability to reason.
A conflict manager summarizes what both parties have said at the end of each session phase. This technique primarily serves to:
Answer: Verify understanding, demonstrate neutrality, and mark progress
Summarizing confirms the accuracy of the conflict manager's understanding, shows impartiality, and provides a sense of forward momentum to both parties.
A party in conflict uses 'you always' and 'you never' statements. Which communication principle does this violate?
Answer: The use of 'I' statements focused on specific behaviors
'You always/never' statements are generalizations that trigger defensiveness; 'I' statements focused on specific observable behaviors promote clearer, less blaming communication.
Which EI competency enables a conflict manager to accurately read the emotional climate of a room and adjust their approach accordingly?
Answer: Social awareness (empathy)
Social awareness—often called organizational or situational empathy—allows the conflict manager to sense group dynamics and individual emotional states in real time.