2 Conflict Resolution for Teams Free Online FlashCards

What is conflict?

Conflict is disagreement or tension between people whose needs, views, or approaches differ.

What behaviors can signal that team tension is building?

Repeated interruptions, exclusion, discourteous messages, reluctance to share information, and recurring disputes over responsibilities can signal rising tension.

How should a leader begin an early check-in about tension?

Check in privately, describe what you observed without assigning motives, and invite the person to explain their perspective.

When may informal conflict resolution be inappropriate?

Allegations of harassment, discrimination, threats, or other serious misconduct may require formal procedures and support from HR or another designated resource.

What should a leader prepare before a conflict conversation?

Identify the specific behavior or work issue, its impact, and the needed outcome. Separate observed facts from assumptions and choose a private setting.

What ground rules help a conflict conversation?

Explain the purpose, ask people to speak respectfully and avoid interruptions, and keep discussion focused on specific actions rather than personal attacks.

How should a leader hear each participant's perspective?

Give each person uninterrupted time, ask open questions, reflect the main points, and check your understanding. Listening does not mean agreeing.

How does a stated position differ from an underlying interest?

A position is what someone says they want; an underlying interest is the need behind that request.

How should a leader define the shared problem?

Summarize the issue in neutral terms that identify the shared work problem, rather than blaming or labeling a person.

How should a team assess possible solutions?

Invite suggestions before judging them, then compare options with shared needs, fairness, team goals, and relevant rules.

What details should a conflict-resolution agreement include?

Record who will do what, by when, and how the team will check whether the agreement is working.

How should a leader remain impartial during a conflict conversation?

Remain fair and curious: hear accounts before deciding, treat people consistently, and prevent a forceful speaker from dominating.