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PECB ISO-9001-Lead-Auditor Exam - Topic 2 Question 45 Discussion

Actual exam question for PECB's ISO-9001-Lead-Auditor exam

Question #: 45
Topic #: 2

[All ISO-9001-Lead-Auditor Questions]

One of the conflict resolution techniques is toning down. How is the conflict managed in that case?

AFollowing negotiations, each party makes concessions in order to reach a common agreement.

BThe audit team leader uses their authority to solve the conflict.

CThe points of agreement are emphasized and the points of disagreement are put into perspective.

Show Suggested Answer

Suggested Answer: C

Comprehensive and Detailed In-Depth

Toning down (or de-escalation) is a conflict resolution technique where:

Common agreements are emphasized to reduce tension.

Disagreements are addressed with a rational and constructive approach.

Option A describes compromise, and Option B describes authoritative resolution, which are different conflict resolution techniques.

ISO 19011:2018, Clause 7.1.3 (Managing Conflict During an Audit)

by King at Jun 26, 2026, 05:59 AM

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Valentine

I lean towards C as well. It makes sense to put disagreements in perspective while focusing on what’s agreed upon.

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Barbra

5 days ago

I feel like I’ve seen a question like this before, and it was about concessions. But that seems more like negotiation than toning down.

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Marla

10 days ago

I’m not entirely sure, but I remember something about authority being involved in conflict resolution. Could it be B?

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Pearlene

15 days ago

I think toning down is about finding common ground, so maybe it’s C? Emphasizing agreements sounds right.

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