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 distinguishes arbitration from mediation?
Answer: An arbitrator imposes a binding decision; a mediator helps parties reach their own
In arbitration, a neutral third party makes a binding decision, whereas mediators only facilitate the parties' own agreement.
A team member consistently takes credit for group work. The best first step in resolving this conflict is to:
Answer: Speak privately with the individual about the specific behavior and its impact
Addressing behavior privately and specifically is more likely to produce change and preserve the working relationship.
Which negotiation tactic involves making a very small initial request to gain agreement before escalating to the real ask?
Answer: Foot-in-the-door
Foot-in-the-door works by securing small commitments first, leveraging consistency bias to gain larger ones later.
When parties in a conflict have fundamentally different core values, which approach is most realistic?
Answer: Find a workable behavioral agreement that respects both sets of values
Core values rarely change through negotiation, so focusing on mutually acceptable behaviors is more achievable.
What is 'logrolling' in the context of negotiation?
Answer: Trading concessions on issues each party values differently
Logrolling means conceding on issues that matter less to you in exchange for gains on issues that matter more, creating mutual value.
Active listening during conflict resolution is best demonstrated by:
Answer: Reflecting back the speaker's key points before responding
Reflecting back demonstrates comprehension and signals respect, which reduces defensiveness and opens dialogue.
A negotiator uses silence after making an offer. What is typically the purpose of this tactic?
Answer: To create pressure that prompts the other party to fill the silence with concessions
Strategic silence creates psychological discomfort, often causing the other party to concede or reveal their position.