Conflict Management & Resolution Flashcards

In interest-based negotiation, parties focus primarily on:

Answer: Their underlying needs and interests

Interest-based negotiation moves beyond positions to address the actual needs driving each party's demands.

A third-party neutral who has the authority to impose a binding decision on disputing parties is called a(n):

Answer: Arbitrator

Unlike mediators who only facilitate, arbitrators render binding decisions that parties must accept.

Which active listening technique involves paraphrasing what the other party said to confirm understanding?

Answer: Reflective listening

Reflective listening confirms understanding by restating the speaker's message in the listener's own words.

A CFE is mediating a dispute between fraud investigators from two partner firms. The CFE's role in this context is to:

Answer: Remain neutral and help both parties communicate and reach their own solution

A mediator facilitates communication and guides parties toward self-determined resolution without imposing decisions.

Which of the following best describes 'positional bargaining'?

Answer: Each party stakes out a fixed demand and bargains from that position

Positional bargaining anchors each party to a stated position, often leading to suboptimal outcomes and damaged relationships.

During a fraud investigation debrief, a team member becomes defensive and hostile. The most effective response is to:

Answer: Remain calm, acknowledge their feelings, and redirect to facts

Staying calm, validating emotions, and refocusing on facts de-escalates tension and maintains productive dialogue.

What is the primary purpose of a cooling-off period in conflict management?

Answer: To allow emotions to de-escalate before resuming constructive dialogue

A cooling-off period reduces emotional intensity so parties can engage more rationally when discussions resume.