Communication and Emotional Intelligence in Conflict Management Flashcards

During a multi-party conflict session, one participant becomes tearful. The MOST emotionally intelligent response is to:

Answer: Pause, gently acknowledge their emotion, and ask if they need a moment

Pausing and gently naming the emotion normalizes the response and demonstrates empathy, while asking if the person needs a moment respects their autonomy.

Which conflict communication concept refers to making assumptions about another's motives based on their group identity rather than individual behavior?

Answer: Stereotyping or attribution bias

Attribution bias, including stereotyping, involves attributing behavior to fixed group characteristics rather than situational factors, distorting conflict perception.

What is 'looping' as used in conflict communication practice?

Answer: A listening technique of hearing, reflecting, and checking for accuracy before responding

Looping, developed by Gary Friedman, is a structured listening cycle: hearing what was said, reflecting it back, and asking if the reflection was accurate—before moving on.

A conflict manager who proactively schedules breaks when tension rises is applying which principle?

Answer: Emotional regulation through physiological intervention

Scheduling breaks interrupts the physiological stress cycle, allowing cortisol and adrenaline levels to drop and restoring the prefrontal cortex's capacity for rational engagement.

Which of the following BEST describes 'face-saving' in conflict communication?

Answer: Allowing parties to maintain dignity and self-respect when making concessions

Face-saving enables parties to shift positions or make concessions without feeling humiliated, which is essential for sustainable agreement and preserved relationships.

In the PERMA-V model applied to conflict resolution, what does the 'R' stand for and why does it matter?

Answer: Relationship — the quality of the interpersonal bond between conflicting parties

Relationships in PERMA-V reflect the positive connections between people; nurturing them during conflict resolution increases the durability of outcomes.

A conflict manager who adjusts their communication style based on each party's cultural background and emotional state is demonstrating:

Answer: Cultural and emotional agility — adaptive competence in practice

Cultural and emotional agility involves flexibly adapting communication approaches to meet diverse needs while maintaining process integrity and impartiality.