Situational Judgement Resolving Interpersonal Conflict Questions and Answers

Question 1

Two team members, Sarah and Tom, are in a heated disagreement over the direction of a project.
The argument is becoming disruptive to the open-plan office.
As their manager, what is the most effective first step to take?

Accepted Answer

Ask them both to step into a private office to discuss the issue with you as a mediator.

Answer

Tell them to stop arguing immediately and get back to work to maintain team productivity.

Answer

Send a general email to the team reminding everyone about professional conduct.

Answer

Wait to see if they can resolve the conflict on their own to encourage autonomy.

Question 2

Which of the following is the primary goal of the 'Collaborating' style of conflict resolution, according to the Thomas-Kilmann Conflict Mode Instrument (TKI)?

Accepted Answer

To work with the other person to find a solution that fully satisfies the concerns of both individuals.

Answer

To find an expedient, mutually acceptable solution that partially satisfies both parties.

Answer

To sidestep the conflict entirely to avoid tension and confrontation.

Answer

To pursue one's own concerns at the other's expense, using power to win the position.

Question 3

You are working on a time-sensitive task when a colleague, who is not involved in your task, interrupts and insists on discussing a non-urgent workplace issue they are upset about. Which approach is most appropriate for resolving this interpersonal situation effectively?

Accepted Answer

Acknowledge their feelings, explain your current deadline, and schedule a specific time to talk with them later.

Answer

Tell them you are too busy and they need to find someone else to talk to.

Answer

Listen to their concerns immediately to show you are a supportive colleague, even if it delays your task.

Answer

Ignore their attempts to talk and focus on your work to show you are dedicated.

Question 4

When mediating a conflict between two employees, a manager should first focus on:

Accepted Answer

Establishing clear ground rules for the discussion and ensuring both parties agree to them.

Answer

Determining who was originally at fault for the disagreement.

Answer

Brainstorming potential solutions to the problem as quickly as possible.

Answer

Requiring both employees to apologize to each other before the meeting begins.

Question 5

A junior team member privately tells you they feel a senior colleague has been unfairly taking credit for their ideas in team meetings. The junior member is hesitant to speak up for fear of repercussions. What is the most appropriate action to take?

Accepted Answer

Coach the junior member on how to professionally address the situation, offer to mediate a private conversation between the two, and check in afterward.

Answer

Immediately confront the senior colleague about the accusation in a team meeting.

Answer

Advise the junior member to be more assertive and to speak up for themselves next time it happens.

Answer

Privately observe the team dynamics in the next few meetings to verify the claim before taking further action.

Question 6

During a disagreement, focusing on the other person's intentions rather than the impact of their actions is a common barrier to resolution. To overcome this, what communication technique is most effective?

Accepted Answer

Using 'I' statements to describe how the other person's actions impacted you.

Answer

Using 'You' statements to clearly point out their flawed intentions.

Answer

Bringing up past, unresolved conflicts to show a pattern of behavior.

Answer

Asking a third party to decide whose interpretation of the events is correct.