Conflict Management - Eppp Skills

1. Which conflict style aims for a middle-ground solution when time or stakes limit full collaboration?

   Compromising. Balances partial concessions from both sides for expedient resolutions when full agreement is impractical due to constraints.

2. Which option is the most appropriate response to a colleague's hostile tone during a meeting?

   Name the impact, request respectful tone, and redirect to the agenda. Addressing tone directly maintains meeting productivity and models respectful communication in professional settings.

3. What is the most appropriate immediate response when conflict includes threats or intimidation?

   Prioritize safety and follow organizational and legal reporting procedures. Immediate threats require prioritizing protection and adhering to protocols to mitigate risks and ensure legal compliance.

4. Identify the most appropriate focus for feedback during conflict: person traits or specific behaviors?

   Specific behaviors and their impact. Targeting observable actions and effects promotes behavioral change without personal attacks, enhancing feedback effectiveness.

5. What is the core communication skill in de-escalation that shows understanding without agreement?

   Reflective listening. Paraphrasing the other's perspective demonstrates empathy and reduces tension without implying endorsement of their views.

6. Which option best defines interest-based negotiation in professional conflict resolution?

   Focus on underlying needs and goals rather than positions or demands. Shifting from rigid stances to mutual interests enables creative, win-win solutions in principled negotiation frameworks.

7. Which option is the best indicator that you should seek consultation during a workplace conflict?

   Role ambiguity, ethical risk, or impaired objectivity affecting decisions. These factors signal potential ethical breaches or bias, necessitating external input to ensure objective resolution.

8. What is the primary goal of conflict management in professional psychological practice?

   Resolve issues while protecting welfare, respect, and professional functioning. Ethical standards in psychology emphasize resolving conflicts to safeguard client welfare, mutual respect, and effective professional performance.

9. Which option best defines a collaborative conflict style in psychology workplaces?

   High assertiveness and high cooperativeness to meet both parties' needs. Collaboration integrates both parties' concerns, fostering mutually beneficial solutions in line with Thomas-Kilmann conflict modes.

10. Which conflict style is low cooperation and low assertiveness and is used to delay engagement?

    Avoiding. It postpones addressing issues to allow cooling off or when confrontation is unproductive, per standard conflict resolution models.

11. What is the most appropriate action when a conflict creates a potential multiple-relationship concern?

    Clarify roles, set boundaries, and consult or refer as needed. Addressing dual roles upholds ethical boundaries and prevents exploitation, per APA guidelines on multiple relationships.

12. What is the best practice for opening a difficult conversation with a colleague to reduce defensiveness?

    State shared goals and use neutral, behavior-focused language. Emphasizing common objectives and objective descriptions minimizes emotional triggers and promotes constructive dialogue.

13. Which conflict style is high assertiveness and low cooperativeness and risks damaging rapport?

    Competing. Prioritizes one's own goals at the expense of others, potentially straining relationships in high-stakes professional scenarios.

14. What is an "I-statement" format that is appropriate for professional conflict discussions?

    I feel X when Y because Z; I would prefer/request W. This structure expresses personal impact non-judgmentally, facilitating open communication and reducing blame in disputes.

15. What is the most appropriate way to handle misunderstandings caused by ambiguous email messages?

    Move to a synchronous conversation to clarify intent and facts. Switching to real-time interaction resolves tone misinterpretations and verifies details, preventing conflict escalation.

16. Identify the best practice for documenting a conflict that may affect client care or workplace actions.

    Record objective facts, decisions, and follow-up; avoid speculation and labels. Objective documentation protects against liability and ensures accurate records for potential reviews or interventions.

17. Find the best response: You feel too angry to speak professionally during a conflict discussion.

    Request a brief break and reschedule when you can communicate effectively. Self-regulating emotions by pausing ensures rational, professional engagement, preventing regrettable escalations.

18. What is the first step when you notice escalating interpersonal conflict in a professional setting?

    Pause and assess safety, roles, and the immediate risk level. Initial assessment ensures personal safety, clarifies responsibilities, and evaluates urgency to prevent harm in professional environments.

19. Identify the best action: Two team members argue in front of a client in a clinic hallway.

    Stop the exchange, move to private space, and protect client privacy. Relocating prevents client exposure to unprofessionalism, upholding confidentiality and therapeutic environment standards.

20. Which option is best: A colleague demands you share client details to "prove" your decision.

    Decline and share only minimum necessary information consistent with policy. Protecting confidentiality limits disclosures to essentials, adhering to ethical and legal privacy obligations.

21. Which conflict style prioritizes the relationship over one's own goals (high cooperation, low assertiveness)?

    Accommodating. This style preserves relationships by yielding to others' needs, useful when maintaining harmony outweighs personal objectives.

22. What is the most appropriate response when a colleague pressures you to act outside your competence?

    Decline, state competence limits, and offer appropriate alternatives or referral. Ethical competence requires refusing tasks beyond one's scope to avoid harm, while providing supportive redirection.

23. Which option best describes a boundary statement that is appropriate during escalating conflict?

    Calmly state limits and the next step if limits are not respected. Clearly articulating boundaries maintains professionalism and outlines consequences, de-escalating without aggression.

24. Choose the best next step: A supervisee becomes tearful and angry after corrective feedback in session.

    Pause, validate emotion, and collaboratively plan a time to revisit specifics. Validating emotions de-escalates distress, allowing a structured follow-up to address issues constructively.

25. What is the best next step when you realize you contributed to the conflict through an error?

    Acknowledge responsibility, apologize, and propose a corrective plan. Taking ownership rebuilds trust and demonstrates accountability, aligning with ethical repair in professional relationships.

Study these flashcards