Conflict Resolution and Negotiation Flashcards
7 cards from real Soft Skills - Communication 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 and Negotiation flashcards as text
What is the 'zone of possible agreement' (ZOPA) in a negotiation?
Answer: The range where both parties' acceptable outcomes overlap
ZOPA is the overlap between what each party is willing to accept, and a deal is only possible within this range.
An employee and manager have ongoing tension about work-from-home policy. Which approach best addresses the root cause?
Answer: Schedule a one-on-one to understand the employee's underlying needs and explain business constraints
Exploring underlying needs and constraints often reveals creative solutions that a policy-first approach misses.
During a high-stakes negotiation, your emotions start to rise. What should you do first?
Answer: Pause and request a short break to regain composure
A brief break prevents emotionally-driven decisions and helps you return to rational, interest-based discussion.
Which statement best describes integrative bargaining?
Answer: Parties expand the value available so both sides can gain more
Integrative bargaining is a 'win-win' approach that looks for ways to increase total value rather than just split a fixed pie.
A conflict arises because two coworkers misunderstood each other's email tone. This is an example of which conflict source?
Answer: Communication breakdown
Miscommunication — especially in written form where tone is ambiguous — is one of the most common sources of workplace conflict.
When using the Thomas-Kilmann model, which style results in a lose-lose outcome if overused?
Answer: Avoiding
Chronic avoidance allows conflicts to fester unresolved, ultimately harming both parties and the relationship.
In a salary negotiation, you are asked to name your number first. What is a strong tactic?
Answer: Provide a high anchor supported by market data
A high, well-justified anchor sets a favorable reference point and gives you room to make concessions while still reaching your target.