Practice Test Geeks(CCM) Certified Conflict Manager Practice Test
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Problem Solving & Decision Making 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 Problem Solving & Decision Making flashcards as text

  1. A conflict manager discovers that one party is withholding key information needed to solve the problem. The BEST approach is to:

    Answer: Hold a private caucus and address the information barrier confidentially

    Private caucuses allow mediators to explore sensitive issues and encourage disclosure without embarrassing parties in joint session.

  2. Which problem-solving approach involves identifying and building on existing successes rather than focusing on deficits?

    Answer: Appreciative inquiry

    Appreciative inquiry focuses on what is working well and amplifies those strengths to generate positive change.

  3. When two parties propose mutually exclusive solutions, a conflict manager should FIRST:

    Answer: Explore whether the underlying interests can be met another way

    Mutually exclusive positions often mask compatible interests that can be addressed through creative, alternative solutions.

  4. The 'ladder of inference' model warns conflict managers that people tend to:

    Answer: Jump from raw data to conclusions, skipping intermediate reasoning steps

    The ladder of inference shows how people rapidly move from observed data to assumptions to conclusions, often creating distorted views of reality.

  5. In a multi-party conflict, which decision-making process is MOST likely to produce durable agreement?

    Answer: Consensus decision making

    Consensus ensures all parties have voiced concerns and sufficiently accept the outcome, producing stronger buy-in and implementation.

  6. A conflict manager uses a 'force field analysis' to:

    Answer: Identify driving and restraining forces affecting a proposed solution

    Force field analysis (Lewin) maps forces that support or hinder change, helping identify leverage points for problem solving.

  7. When emotions escalate during problem solving, the conflict manager should PRIMARILY:

    Answer: Acknowledge feelings without judgment before returning to problem solving

    Acknowledging emotions validates parties and reduces intensity, which is a prerequisite for productive rational problem solving.