Conflict Resolution Techniques 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 Techniques flashcards as text
A customer is angry and raising their voice at a service rep. The rep should first:
Answer: Remain calm, lower their own voice, and acknowledge the customer's frustration
De-escalation begins with emotional acknowledgment and modeling calm behavior, not matching aggression.
In conflict resolution, 'interest-based bargaining' differs from 'positional bargaining' because it:
Answer: Explores the underlying needs and motivations behind each party's demands
Interest-based bargaining digs beneath stated positions to find shared or compatible underlying needs, enabling creative solutions.
Two team members have a personality clash that causes friction. The most sustainable resolution approach is to:
Answer: Help them develop mutual understanding of each other's working styles
Building mutual understanding of different styles leads to long-term coexistence and collaboration.
Which of the following is a hallmark of a 'win-win' resolution?
Answer: Both parties feel their core needs have been met
A win-win outcome means each party's fundamental interests are addressed, even if not every want is satisfied.
Which question type is most useful for opening up a stuck conflict negotiation?
Answer: Open-ended questions that invite reflection
Open-ended questions encourage parties to elaborate, explore options, and shift from entrenched positions.
Emotional flooding during a conflict refers to:
Answer: A state of physiological overwhelm that shuts down rational thinking
Emotional flooding (John Gottman's term) is when stress hormones overwhelm the brain's capacity for rational problem-solving.
After resolving a workplace conflict, which step is most often overlooked but critical for lasting resolution?
Answer: Scheduling a follow-up check-in to ensure the agreement holds
A follow-up ensures commitments are being honored and allows early correction if old patterns resurface.