Soft Skills Conflict Resolution Techniques 2 — Questions and Answers
Question 1: During a team dispute, a manager separates the two employees and speaks with each privately before bringing them together. This approach is an example of which technique?
- Shuttle diplomacy (Correct answer)
- Arbitration
- Avoidance
- Litigation
Correct answer: Shuttle diplomacy
Shuttle diplomacy involves a neutral party moving between disputing sides separately before facilitating a joint meeting.
Question 2: Which conflict resolution style results in both parties giving up something to reach an agreement?
- Collaborating
- Competing
- Compromising (Correct answer)
- Accommodating
Correct answer: Compromising
Compromising requires each side to concede part of their position to find a mutually acceptable solution.
Question 3: A colleague constantly interrupts you during meetings. The most assertive yet non-aggressive way to address this is to:
- Report them to HR immediately
- Say nothing and let it go
- Calmly state that you'd like to finish your point before they respond (Correct answer)
- Interrupt them back to make a point
Correct answer: Calmly state that you'd like to finish your point before they respond
Assertive communication addresses the behavior directly and respectfully without hostility or passivity.
Question 4: In principled negotiation (Fisher & Ury), what should negotiators focus on instead of positions?
- Personalities
- Interests (Correct answer)
- Emotions
- Authority
Correct answer: Interests
Principled negotiation emphasizes separating people from the problem and focusing on underlying interests rather than stated positions.
Question 5: Which of the following best describes a 'lose-lose' conflict outcome?
- Both parties achieve their goals
- One party wins while the other concedes
- Both parties end up worse off than before the conflict (Correct answer)
- A neutral third party decides the outcome
Correct answer: Both parties end up worse off than before the conflict
A lose-lose outcome occurs when escalation or poor resolution leaves both parties worse off than a negotiated solution would have.
Question 6: When a conflict involves deeply personal values or beliefs, the most effective first step is to:
- Impose a company policy to override personal beliefs
- Acknowledge and respect the differences before problem-solving (Correct answer)
- Avoid the topic entirely to keep the peace
- Escalate to senior management immediately
Correct answer: Acknowledge and respect the differences before problem-solving
Acknowledging value differences builds psychological safety and is necessary before any productive problem-solving can occur.
Question 7: A BATNA in negotiation stands for Best Alternative To a Negotiated Agreement. Why is knowing your BATNA important?
- It tells you the maximum you can demand
- It defines the legal boundaries of a deal
- It establishes the point at which walking away is better than accepting the deal (Correct answer)
- It ensures the other party agrees to your terms
Correct answer: It establishes the point at which walking away is better than accepting the deal
Your BATNA sets your reservation point — the minimum acceptable outcome — giving you power and clarity about when to walk away.
