Conflict Management Conflict Management Negotiation & De-escalation

Question 1

What is 'zone of possible agreement' (ZOPA) in negotiation?

Accepted Answer

The range within which a deal is acceptable to both parties

Answer

The list of demands both parties bring to the table

Answer

The legal framework governing contract negotiations

Answer

The time window during which negotiation can occur

Question 2

Which de-escalation technique involves intentionally lowering your own voice when a conflict becomes heated?

Accepted Answer

Vocal de-escalation

Answer

Mirroring

Answer

Pacing

Answer

Reframing

Question 3

In negotiation, 'anchoring' refers to:

Accepted Answer

Setting the first offer to influence the entire negotiation range

Answer

Refusing to move from a stated position

Answer

Using legal contracts to anchor commitments

Answer

Establishing common ground at the start of talks

Question 4

What is 'concession patterning' in negotiation strategy?

Accepted Answer

Strategically planning the size and timing of concessions to signal flexibility without ceding too much

Answer

Matching every concession the other party makes exactly

Answer

Refusing to make any concessions until the final round

Answer

Documenting all concessions for legal review

Question 5

Which physical de-escalation technique is recommended when someone is physically agitated during a conflict?

Accepted Answer

Maintain physical distance and adopt a non-threatening stance

Answer

Match their body language to build rapport

Answer

Stand closer to signal confidence and control

Answer

Use firm, direct eye contact to establish authority

Question 6

What is the purpose of identifying 'reservation points' before entering a negotiation?

Accepted Answer

To know the absolute worst deal you would still accept before walking away

Answer

To schedule negotiation sessions in advance

Answer

To reserve certain topics for a second round of talks

Answer

To identify which points the other party will not concede