Communication & Stakeholder Management Flashcards

A conflict manager notices a stakeholder repeatedly interrupts others during meetings. Which communication technique most effectively addresses this pattern?

Answer: Establish ground rules at the start of each session

Establishing shared ground rules at the outset creates a neutral, agreed-upon framework for respectful communication that addresses interruption patterns without singling out individuals.

When managing a multi-party conflict, a conflict manager should map stakeholders primarily to:

Answer: Identify each party's interests, influence, and relationship to the dispute

Stakeholder mapping reveals each party's underlying interests, level of influence, and interdependencies, enabling the conflict manager to design a process that addresses core needs.

A stakeholder sends mixed messages — agreeing verbally but showing closed body language. The best response is to:

Answer: Gently surface the discrepancy by noting both signals

Naming both verbal and nonverbal signals invites the stakeholder to clarify their true position without accusation, reducing the risk of false agreement.

Which listening level requires the listener to track not only content but also emotion and intent behind a speaker's words?

Answer: Empathic listening

Empathic listening attends simultaneously to content, emotion, and intent, making it the deepest form of listening and most valuable in conflict resolution.

In stakeholder communication planning, 'message framing' refers to:

Answer: Structuring information to highlight aspects most relevant to the audience's values

Message framing shapes how information is presented so it resonates with the specific values, concerns, and language of the target audience.

A conflict manager wants to confirm understanding after a complex explanation. The most effective technique is to ask the stakeholder to:

Answer: Repeat the information back in their own words

Asking a stakeholder to restate information in their own words — a 'teach-back' or paraphrase check — is the most reliable way to verify genuine comprehension.

When a stakeholder holds significantly more power than others in a conflict, the conflict manager's communication role includes:

Answer: Creating conditions where less powerful parties can voice concerns safely

Balancing power dynamics is a core conflict management responsibility; creating psychological safety for less powerful parties ensures their interests are genuinely heard.