Certified Professional Public Buyer (CPPB) Practice Test

Which step comes first in resolving a conflict?

1. State your initial position

2. Identify underlining issues

3. Follow-up

4. Restate each other's initial positions

The correct answer is: Identify underlining issues

Identifying underlying issues is a crucial first step in resolving a conflict because it allows the parties involved to understand the root causes of their disagreement. This approach goes beyond merely stating positions, which can often lead to defensiveness and escalation of the conflict. By focusing on the underlying issues, participants can collaboratively explore the emotions, interests, and needs that are driving their positions. This deeper understanding fosters open communication and helps create a foundation for finding mutually agreeable solutions. In contrast, stating initial positions or restating each other’s positions may merely reinforce the conflict without addressing its core elements. Follow-up is an important part of the resolution process but operates at a later stage, after the initial conflicts have been addressed and solutions discussed. Hence, prioritizing the identification of underlying issues sets the stage for a more constructive dialogue and effective resolution.