Conflict Resolution Strategies and Techniques Flashcards

In interest-based negotiation, what is the primary focus when resolving a dispute?

Answer: The underlying needs and interests of each party

Interest-based negotiation focuses on uncovering the underlying needs and interests rather than arguing over stated positions.

Which conflict resolution technique involves a neutral third party who has decision-making authority?

Answer: Arbitration

In arbitration, a neutral third party (arbitrator) listens to both sides and renders a binding or non-binding decision.

The Thomas-Kilmann Conflict Mode Instrument identifies which five conflict-handling modes?

Answer: Avoiding, Competing, Collaborating, Compromising, Accommodating

The TKI model describes five modes: Avoiding, Competing, Collaborating, Compromising, and Accommodating.

When using the 'principled negotiation' approach, what does 'separating people from the problem' mean?

Answer: Addressing the substantive issue without attacking personalities

Separating people from the problem means treating the issue objectively while respecting the relationship with the other party.

A BATNA in negotiation stands for:

Answer: Best Alternative To a Negotiated Agreement

BATNA refers to the Best Alternative To a Negotiated Agreement, representing a party's walk-away option.

Which strategy is most appropriate when a conflict involves a low-stakes issue and the relationship must be preserved?

Answer: Accommodating

Accommodating is suitable for low-stakes disagreements where maintaining the relationship takes priority over winning.

The 'reframing' technique in conflict resolution involves:

Answer: Restating a negative or hostile message in a neutral or positive way

Reframing transforms inflammatory or adversarial language into neutral terms to reduce defensiveness and promote dialogue.