Practice Test Geeks(CCM) Certified Conflict Manager Practice Test
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Conflict Resolution Strategies and Techniques 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 Conflict Resolution Strategies and Techniques flashcards as text

  1. In transformative mediation, the mediator's primary goal is to:

    Answer: Support the parties' empowerment and recognition of each other

    Transformative mediation emphasizes empowerment of each party and recognition of the other's perspective over settlement outcomes.

  2. Which de-escalation technique involves reflecting back what you heard to demonstrate understanding?

    Answer: Active listening with paraphrase

    Active listening with paraphrase means restating what the other party said in your own words to confirm understanding and validate their perspective.

  3. When conflict stems from differing values rather than facts or resources, the most effective long-term strategy is typically:

    Answer: Dialogue focused on mutual understanding rather than agreement

    Value-based conflicts rarely resolve through settlement; structured dialogue that builds mutual understanding is the most sustainable approach.

  4. In the dual concern model of conflict resolution, the 'problem-solving' style reflects:

    Answer: High concern for self and high concern for others

    Problem-solving (collaboration) represents high concern for both self-interests and the other party's interests simultaneously.

  5. Which negotiation tactic involves deliberately starting with an extreme offer to anchor the other party's expectations?

    Answer: Anchoring

    Anchoring uses an extreme initial offer to set a psychological reference point that influences the other party's subsequent offers.

  6. A conflict manager notices that two employees are avoiding each other and productivity is suffering. What is the FIRST recommended step?

    Answer: Conduct separate private meetings to understand each party's perspective

    Conducting separate private intake meetings first allows each party to speak freely and helps the manager understand each perspective before joint sessions.

  7. Logrolling as a negotiation strategy refers to:

    Answer: Trading concessions on issues each party values differently

    Logrolling involves trading concessions where each party gives up something less important in exchange for something more important to them.