Practice Test Geeks(CCM) Certified Conflict Manager Practice Test
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Performance Management & Metrics 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 Performance Management & Metrics flashcards as text

  1. A conflict management team is using a dashboard with 20 KPIs. Senior leaders find it difficult to make decisions from it. The BEST corrective action is:

    Answer: Reduce to 5–7 high-impact KPIs aligned with strategic objectives

    Effective dashboards focus on a small number of high-impact KPIs; too many metrics create noise that impedes decision-making.

  2. Which statistical method is most appropriate for identifying whether a change in conflict resolution policy caused a reduction in grievances?

    Answer: Interrupted time-series analysis or a controlled pre-post comparison

    Interrupted time-series or pre-post controlled comparisons allow causal inference about policy changes by accounting for trends and confounds.

  3. An employee survey reveals that 60% of staff are unaware the conflict resolution program exists. Which performance gap does this reveal?

    Answer: Accessibility gap — the program has low awareness and utilization potential

    Low program awareness indicates an accessibility gap, meaning potential users cannot benefit from services they don't know exist.

  4. A mediator handles 50 cases per year with an 85% settlement rate, while a peer handles 20 cases with a 95% rate. How should performance be evaluated?

    Answer: Both volume and quality metrics should be considered alongside case complexity

    Fair performance evaluation requires examining multiple metrics together, including case complexity, not just volume or settlement rate in isolation.

  5. What does 'cost avoidance' mean in the context of measuring a conflict management program's financial impact?

    Answer: The estimated savings from disputes that did NOT escalate to litigation due to early intervention

    Cost avoidance quantifies the value of litigation, turnover, or other costs that were prevented because conflicts were resolved early.

  6. During a program review, a conflict manager discovers the satisfaction survey was administered only to the winning party. What type of measurement error is this?

    Answer: Selection bias

    Surveying only one party introduces selection bias, as outcomes are systematically skewed by excluding the perspective of the other party.

  7. Which performance management framework is specifically designed to align individual conflict manager goals with organizational strategy?

    Answer: Management by Objectives (MBO)

    Management by Objectives (MBO) links individual performance goals to organizational strategic objectives through a structured goal-setting process.