Certified Professional Public Buyer (CPPB) Practice Test

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Which step is NOT part of the basic steps to conflict resolution?

Personal preparation
Ignoring personal feelings
Summarize points of agreement
Follow-up

The correct answer is: Ignoring personal feelings

The step that involves ignoring personal feelings is not part of the basic steps to conflict resolution. Effective conflict resolution recognizes the importance of individual emotions and perspectives. Personal feelings often play a significant role in conflicts, and addressing them can lead to a deeper understanding of the issues at hand. In conflict resolution, acknowledging personal feelings fosters open communication and helps parties to express their viewpoints authentically. This can lead to a more constructive dialogue and can be essential in finding common ground. The other steps, such as personal preparation, summarizing points of agreement, and follow-up, are all crucial to the conflict resolution process. Personal preparation allows individuals to approach the situation thoughtfully. Summarizing points of agreement helps establish a foundation for further constructive discussions, while follow-up ensures that any solutions or agreements reached are maintained and that the relationship continues to improve.