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

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.

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)

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21 comments · newest first

Alayna 2 days ago

True, but concessions might lead to resentment later.

Carman 7 days ago

Option A could work too, but it feels more confrontational.

Jamika 12 days ago

I agree, emphasizing agreement helps reduce tension.

Sarah 17 days ago

I think option C is the best. It focuses on common ground.

Janna 23 days ago

Exactly! C helps to manage emotions better in conflicts.

Timothy 28 days ago

I like C because it encourages open dialogue.

Helaine 1 month ago

Yeah, B doesn’t promote collaboration. C is definitely more constructive.

Marguerita 1 month ago

I feel like B is too authoritative. It could create more tension.

Brunilda 1 month ago

True, A involves concessions, which might not always be fair.

Becky 2 months ago

Option A could work too, but it feels more confrontational.

Stacey 2 months ago

I agree, C makes sense. It’s about finding common ground.

Raymon 2 months ago

I think option C is the best. It helps to focus on what unites us.

Georgene 2 months ago

Not sure if C really works in all situations, though.

Cristen 2 months ago

A sounds good too, but concessions can be tough.

Mariann 2 months ago

Wait, can you really just downplay disagreements like that?

Gertude 3 months ago

Definitely agree with C, it helps keep things calm.

Bette 3 months ago

I think C is the best approach!

Valentine 3 months ago

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

Barbra 3 months 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.

Marla 3 months ago

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

Pearlene 4 months ago

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

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