PSYCH 345 MEDIATION BYU FINAL
EXAM QUESTIONS AND ANSWERS
GRADED A+ 2025/2026
'Start with heart' - ANS what do you really want from a conversation.
What does 'Master your story' refer to? - ANS It refers to understanding and controlling your
narrative in communication.
See and here -> tell a story -> feel -> act
What are contrasting statements? - ANS statements that clarify intentions by stating what
one does not mean before explaining what one does mean.
What does STATE stand for in communication? - ANS Share your facts, Tell your story, Ask for
other's paths, Talk tentatively, Encourage testing.
What are open questions? - ANS Questions that elicit more detail and encourage the other
person to express their side.
What are closed questions? - ANS Questions that require simple yes or no responses.
What are clarifying/probing questions? - ANS Questions that encourage the other person to
provide more specifics.
1 @COPYRIGHT 2026 ALLRIGHTS RESERVED.
, What are leading questions? - ANS Questions that suggest their own answer, potentially
lacking neutrality.
What are the phases of mediation? - ANS Opening statement, Communication, Set agenda,
Negotiation, Agreement writing.
Reframing - ANS Finding underlying interest, throw out garbage, put in a positive or a neutral
light
When to reframe - ANS summarize in communication when tensions are high and to make
harsh comment neutral
What is principled negotiation? - ANS satisfying party interests by using objective criteria
rather than negotiating according to fixed positions
What are the four points of the negotiation formula? - ANS Separate the people from the
problem,
Focus on interests,
Invent options for mutual gain,
Use objective criteria.
What are the benefits of being a hard negotiator? - ANS negotiation as a game, aiming for
victory, secure good deals
What are the disadvantages of being a hard negotiator? - ANS might make enemies
What are the benefits of being a soft negotiator? - ANS prioritize relationships and are more
collaborative.
2 @COPYRIGHT 2026 ALLRIGHTS RESERVED.
EXAM QUESTIONS AND ANSWERS
GRADED A+ 2025/2026
'Start with heart' - ANS what do you really want from a conversation.
What does 'Master your story' refer to? - ANS It refers to understanding and controlling your
narrative in communication.
See and here -> tell a story -> feel -> act
What are contrasting statements? - ANS statements that clarify intentions by stating what
one does not mean before explaining what one does mean.
What does STATE stand for in communication? - ANS Share your facts, Tell your story, Ask for
other's paths, Talk tentatively, Encourage testing.
What are open questions? - ANS Questions that elicit more detail and encourage the other
person to express their side.
What are closed questions? - ANS Questions that require simple yes or no responses.
What are clarifying/probing questions? - ANS Questions that encourage the other person to
provide more specifics.
1 @COPYRIGHT 2026 ALLRIGHTS RESERVED.
, What are leading questions? - ANS Questions that suggest their own answer, potentially
lacking neutrality.
What are the phases of mediation? - ANS Opening statement, Communication, Set agenda,
Negotiation, Agreement writing.
Reframing - ANS Finding underlying interest, throw out garbage, put in a positive or a neutral
light
When to reframe - ANS summarize in communication when tensions are high and to make
harsh comment neutral
What is principled negotiation? - ANS satisfying party interests by using objective criteria
rather than negotiating according to fixed positions
What are the four points of the negotiation formula? - ANS Separate the people from the
problem,
Focus on interests,
Invent options for mutual gain,
Use objective criteria.
What are the benefits of being a hard negotiator? - ANS negotiation as a game, aiming for
victory, secure good deals
What are the disadvantages of being a hard negotiator? - ANS might make enemies
What are the benefits of being a soft negotiator? - ANS prioritize relationships and are more
collaborative.
2 @COPYRIGHT 2026 ALLRIGHTS RESERVED.
