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
A workplace conflict manager uses reframing to change 'He never listens to me' into 'You want to feel heard in your working relationship.' This technique primarily:
Answer: Transforms blame-focused language into interest-focused language
Reframing shifts language from blame and positions to needs and interests, opening space for productive dialogue instead of defensiveness.
According to Goleman's EI framework, which competency involves influencing, inspiring, and developing others?
Answer: Social skills
Social skills in Goleman's model encompass the ability to manage relationships, influence others, and guide groups, making them critical for collaborative conflict resolution.
A conflict manager practicing 'presence' means they are:
Answer: Fully attentive and emotionally available without distraction
Presence in conflict management means the practitioner is fully mentally and emotionally engaged, which signals respect and builds trust with all parties.
What is the role of silence in skilled conflict communication?
Answer: Strategic silence gives parties space to reflect, feel heard, and continue sharing
Skilled conflict managers use intentional silence to allow parties processing time, signaling patience and encouraging deeper reflection and disclosure.
When both parties in a conflict speak only to the conflict manager and not to each other, which communication pattern is occurring?
Answer: Triangulation or shuttling
Triangulation occurs when parties communicate through a third party rather than directly, which can be a sign of low trust and may need to be gently redirected.
Which of the following is an example of a low-context communication style relevant to U.S. conflict management contexts?
Answer: Being direct, explicit, and literal in conveying information
Low-context cultures like the U.S. favor explicit verbal communication where meaning is conveyed directly in the words spoken rather than implied through context.
A conflict manager who separates their personal feelings about a party's behavior from their professional role is demonstrating:
Answer: Self-regulation, which preserves neutrality and professionalism
Self-regulation allows the conflict manager to experience emotions internally without acting on them unprofessionally, preserving the trust and impartiality of the process.