Civil Service Supervisor Conflict Resolution Techniques Flashcards
7 cards from real Civil Service Supervisor Exam practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Civil Service Supervisor Conflict Resolution Techniques flashcards as text
A supervisor is mediating a conflict between two employees. To remain neutral, the supervisor should:
Answer: Use open-ended questions and reflect each party's statements equally
Open-ended questions and balanced reflection keep the supervisor neutral and encourage both parties to articulate their concerns.
Which of the following is a characteristic of a win-win outcome in conflict resolution?
Answer: Both parties make concessions and feel the solution is fair
A win-win outcome involves mutual concessions and leaves both parties feeling their core interests were addressed.
A supervisor uses 'active listening' during conflict resolution. This means the supervisor:
Answer: Paraphrases and summarizes what the employee says to confirm understanding
Active listening involves paraphrasing and summarizing to demonstrate understanding and encourage open communication.
An employee refuses to participate in conflict resolution sessions with a coworker. The supervisor's best next step is to:
Answer: Explain to the employee that participation is a work expectation and document the refusal
Clarifying that participation is a professional expectation and documenting refusal protects the supervisor and establishes accountability.
Which of the following behaviors by a supervisor would most likely escalate a conflict rather than resolve it?
Answer: Publicly criticizing one employee's behavior in front of the team
Public criticism embarrasses the employee, damages trust, and typically intensifies the conflict rather than resolving it.
What does 'reframing' mean in the context of conflict resolution?
Answer: Restating a negative or accusatory statement in neutral, constructive terms
Reframing transforms blame-focused statements into neutral language that focuses on issues rather than personalities.
When conflict stems from a misunderstanding of job roles, the most effective long-term resolution is to:
Answer: Clarify and document each employee's responsibilities in writing
Written clarification of roles addresses the root cause of the conflict and prevents recurrence.