Resolving Interpersonal Conflict Flashcards
6 cards from real Situational Judgement Test practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Resolving Interpersonal Conflict flashcards as text
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?
Answer: Ask them both to step into a private office to discuss the issue with you as a mediator.
The most effective initial action is to de-escalate the public situation and provide a structured, private environment for resolution. Mediating the discussion allows you to understand both perspectives, facilitate communication, and guide them toward a constructive solution without publicly undermining them.
Which of the following is the primary goal of the 'Collaborating' style of conflict resolution, according to the Thomas-Kilmann Conflict Mode Instrument (TKI)?
Answer: To work with the other person to find a solution that fully satisfies the concerns of both individuals.
The 'Collaborating' style is both assertive and cooperative. Its aim is to achieve a 'win-win' outcome where the underlying concerns of both parties are identified and fully addressed through creative problem-solving.
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?
Answer: Acknowledge their feelings, explain your current deadline, and schedule a specific time to talk with them later.
This response validates the colleague's feelings and shows respect, which is crucial for maintaining a positive relationship. At the same time, it professionally and assertively protects your own priorities and time commitments. It sets a clear boundary while offering a concrete path to resolution.
When mediating a conflict between two employees, a manager should first focus on:
Answer: Establishing clear ground rules for the discussion and ensuring both parties agree to them.
Before diving into the specifics of the conflict, the mediator's first step should be to create a safe and structured environment. Setting ground rules—such as speaking respectfully, not interrupting, and listening to understand—ensures the conversation remains productive and fair to both parties.
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?
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.
This approach empowers the junior employee rather than simply solving the problem for them. By coaching them and offering support through mediation, you help them develop their own conflict resolution skills while addressing the immediate issue in a constructive, non-confrontational manner.
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?
Answer: Using 'I' statements to describe how the other person's actions impacted you.
Using 'I' statements (e.g., 'When [action] happened, I felt [impact]') focuses the conversation on the tangible effects of the behavior rather than making assumptions about intent, which can be perceived as an attack. This technique reduces defensiveness and opens the door for a more productive dialogue about the problem itself.