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Conflict Resolution & Mediation Flashcards

7 cards from real CLC 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 & Mediation flashcards as text

  1. A leader notices two team members are avoiding each other after a dispute. Which early intervention strategy is most appropriate?

    Answer: Facilitate a structured one-on-one conversation between the parties

    Facilitating a structured conversation early addresses the root issue before avoidance patterns become entrenched.

  2. In interest-based negotiation, what is the primary focus during conflict resolution?

    Answer: Identifying the underlying needs and concerns of each party

    Interest-based negotiation focuses on uncovering the underlying needs driving each party's position to find mutually satisfying solutions.

  3. Which communication technique helps de-escalate an emotionally charged conflict conversation?

    Answer: Using 'I' statements to express feelings without blame

    'I' statements reduce defensiveness by expressing personal experience rather than assigning blame to the other party.

  4. What does 'BATNA' stand for in conflict negotiation contexts?

    Answer: Best Alternative To a Negotiated Agreement

    BATNA (Best Alternative To a Negotiated Agreement) defines the course of action a party will take if negotiations fail.

  5. A coach is mediating a conflict where both parties feel their perspective is being ignored. Which technique best ensures both feel heard?

    Answer: Use structured turn-taking with active listening summaries

    Structured turn-taking with active listening summaries ensures each party feels acknowledged before moving toward resolution.

  6. Which conflict style is characterized by pursuing one's own goals at the expense of the other party's needs?

    Answer: Competing

    The competing style is assertive and uncooperative, prioritizing personal goals over the relationship or the other party's needs.

  7. When should a leadership coach escalate a conflict to HR or senior leadership rather than continuing mediation?

    Answer: When the conflict involves allegations of harassment or policy violations

    Allegations of harassment or policy violations require formal organizational processes that fall outside a coach's mediation role.