Communication & Stakeholder Management Flashcards

Which communication approach is MOST appropriate when delivering difficult feedback to a stakeholder during a conflict resolution process?

Answer: Use 'I' statements focused on observable behavior and its impact

'I' statements grounded in observable behavior reduce defensiveness and keep the conversation focused on impact rather than blame.

A conflict manager uses 'looping' as a communication technique. This means:

Answer: Reflecting back what you heard and checking for accuracy before moving on

Looping involves reflecting a speaker's meaning back to them and asking if the reflection is accurate, ensuring understanding before the conversation advances.

Stakeholder resistance to a conflict resolution process is often best addressed by:

Answer: Exploring the underlying concerns driving the resistance

Resistance usually signals unmet concerns or distrust; surfacing and addressing those concerns directly is more effective than forcing compliance.

In cross-cultural conflict management, communication style differences most often appear in:

Answer: Direct vs. indirect communication norms and high vs. low context expectations

High-context cultures rely on implicit meaning and relationship cues, while low-context cultures favor explicit, direct communication — a key source of cross-cultural misunderstanding.

When should a conflict manager call a caucus (private session with one party)?

Answer: When joint sessions are escalating unproductively or a party needs to process privately

Caucuses are a flexible tool used when joint dialogue is counterproductive, when a party needs private space to reflect, or when sensitive information must be explored confidentially.

A written conflict resolution agreement is most likely to be durable when it is:

Answer: Co-created by the parties using their own language and priorities

Agreements drafted in the parties' own words reflect their actual commitments and are more likely to be honored because parties feel genuine ownership.

The primary purpose of an agenda shared with all stakeholders before a conflict resolution session is to:

Answer: Reduce anxiety, signal respect, and allow parties to prepare meaningfully

Advance agendas reduce uncertainty, demonstrate transparency, and allow stakeholders to gather their thoughts, increasing productive participation in the session.