Conflict Resolution

Question 1

What does conflict resolution mean?

Answer 1

This refers to any means of resolving or minimizing a conflict, or disagreement between two or more parties.

To have a conflict means to have a disagreement

Question 2

The goal of conflict resolution should always be to produce ________________ for both parties.

Answer 2

Positive outcomes

Question 3

In conflict resolution, the parties should focus on ____________ instead of the person,discuss _________________ rather than guesses; and offer suggestions relative to ________________ instead of focusing past failings.

Answer 3

Specific behavior

Direct observation

Future Improvements

Question 4

TRUE or FALSE:

In conflict resolution, one must make suggestions regarding aspects of the situation that cannot be easily changed or improved.

Answer 4

FALSE

Doing so, is likely to lead to hostility.

Question 5

What are the actions that should be avoided during conflict resolution?

Answer 5

Making Threats

Blaming

Lack of Genuiness

Judging the Other Party

Preventing the Other Party from Speaking

Interrupting the Other Party

Becoming Defensive

Question 6

What action to avoid during conflict resolution could make the parties think that you are not to be trusted?

Answer 6

Lack of genuiness

Question 7

Which two specific actions or things to be avoided during a conflict resolution may lead to the other party becoming defensive and an increase in tension?

Answer 7

Blaming

Judging the other party

Question 8

Name the Four Approaches to Negotiation.

Answer 8

Power Approach

Rights Approach

Interests Approach

Transformational Approach

Question 9

Which approach to negotiation refers to whoever is the strongest/biggest/loudest/most-powerful “wins”?

Answer 9

Power approach

Question 10

Which approach to negotiation refers to having both parties coming together to jointly approach the conflict as a problem solving exercise?

Answer 10

Interests approach

The goal being trying to satisfy each party’s concerns, or interests.

Question 11

Which approach to negotiation considers the legal rights of each party and uses this information to resolve the conflict?

Answer 11

Rights approach

Question 12

Which approach to negotiation refers to having both parties seeking to gain a better understandng of themselves and each other?

Answer 12

Transformational approach

This is in order to evolve their own understanding of the conflict, in the hopes that this will lead to a mutually satisfactory solution.

Question 13

Enumerate the seven points on the Harvard Negotiation Framework.

Answer 13

Focus on interests, not position.

Invent options for mutual gain.

Apply objective criteria.

Improve communication.

Build a positive negotiating relationship.

Consider alternatives.

Obtain Commitments.

Question 14

What are the challenges related to conflicts involving more than two parties?

Answer 14

Multiple Agendas

Domination

Interruption of flow

Silence

Difficulty hearing others

Confusion regarding decisions

Question 15

What challenge related to conflicts involving more than two parties is described as the possibility of each party having their own unique set of concerns or interests?

Answer 15

Multiple Agenda

This can lead to the resolution process becoming more complicated.

Question 16

What challenge related to conflicts involving more than two parties is described as parties losing their focus and evolving into a series of small two-party conversations, or as a group, shifting away from the topic at hand?

Answer 16

Interruption of flow

Question 17

What are the tips for resolving conflicts involving more than two parties?

Answer 17

Ensure that only one party speaks at a time.

Ensure that each party is given the opportunity to express their concerns and interests.

Endeavor to remain focused on the task at hand–limit discussion of off-topic material.

Attempt to prevent any party from dominating the discussion.

If the location of the conflict resolution is large, use a public address (microphone) system to ensure that each speaker can be heard.

Remember to clearly state and summarize any final decision and ensure that each party understands and is an agreement.

Depending upon the number of parties involved and the conflict being resolved, a final decision may require a unanimous or a majority vote to take effect.

In some cases, hiring a mediator may be in the best interest of all concerned.