NCOA ACTUAL 2026 STUDY GUIDE QUESTIONS AND
SOLUTIONS RATED A+
✔✔What are the two major categories of trust? - ✔✔Trust in a Person and Trust in a
Process
✔✔Trust in a Person - ✔✔This type of trust is established between two people and is
interpersonal in nature. This trust stands alone and it is not reliant on any institution or
third-party. This trust can be assumed or it can be earned through proving oneself to be
trustworthy in actions and in words.
✔✔Trust in a Process - ✔✔This type of trust exists when you have faith in a governing
institution and believe that it supports your negotiations. You trust the processes will
promote outcomes that are justified (fair and impartial),, legal, ethically acceptable, and
also satisfy the interests (What you need, or the underlying reason behind your position)
of both negotiators.
✔✔TIPO Model - Information - ✔✔When you trust your opposite (the person or group
with whom you are engaged in negotiations, sometimes called the negotiation partner),
you believe the information they present is truthful and accurate. As a result, you should
feel more comfortable sharing information which can lead to better discussions, more
effective brainstorming sessions, and a shared selection of options that are good for all
involved.
✔✔TIPO Model - Power - ✔✔In a negotiation, you can apply "power over" or "power
with" your opposite. Power over is used to gain an advantage, such as pulling rank.
Power with improves the opportunity for a mutually satisfying outcome for all negotiators
involved.
✔✔Position Powers - ✔✔Provide you the authority to make decisions, requests and
issue lawful orders based on your position
✔✔Coercive - ✔✔Deals with the leaders perceived ability to provide sanctions,
punishment, or consequences for not performing.
✔✔Reward - ✔✔Deals with the leaders perceived ability to provide rewards and
incentives that people like.
✔✔Definition of Negotiation - ✔✔a communication process involving two or more
people/groups where:
-the parties have a degree of difference in positions, interests, goals, values or beliefs
-the parties strive to reach an agreement on issues or course of action
, ✔✔TIPO Model - Trust Information, Power, Options - ✔✔identifies how trust influences
your use of information and power affects the way you develop options or solutions to
solve or resolve a current problem, conflict, or situation.
✔✔Two major types of trust - ✔✔Trust in a process, trust in a person
✔✔Position Powers: Coersive - ✔✔Deals with the leader's perceived ability to provide
sanctions, punishment, or consequences for not performing.
✔✔Position Powers: Reward - ✔✔Deals with the leader's perceived ability to provide
rewards and incentives that people like.
✔✔Position Powers: Connections - ✔✔This power pertains to who you know. This can
erode if you use it as a primary source of influence.
✔✔Position Powers: Legitimate - ✔✔This is based on one's rank, position, or level of
authority. Although you may be able to use this "power over" your opposite, consider
the relationship and only use this power when your intentions are legal, ethical, and
appropriate.
✔✔Personal Powers: Referent (Charisma) - ✔✔This power affords the opportunity to
encourage, motivate, and inspire others.
✔✔Personal Powers: Information - ✔✔Access to secure data systems, leadership
meetings, briefings, even gossip, increases your information power base. Some tend to
withhold information from others so they maintain the advantage and the informational
"higher hand."
✔✔Personal Powers: Expert - ✔✔It suggests that you gain power and the ability to
influence through your education, experience, and job knowledge. How you use and
share this power base can improve or reduce trust, and ultimately influence the
outcome of your negotiations.
✔✔Option Building Includes Two Elements: - ✔✔1. Define the problem that needs
solving
2. Identify possible resources (information, power, time, people, money, etc.) that may
be available.
✔✔The Who, Stakes, and Situation - ✔✔Who are you dealing with? What are the
stakes? What is the situation?
✔✔Negotiations Strategy Chart: Task Orientation - ✔✔this approach places more
importance on reaching an outcome, solution, or resolution. High task orientation means
we are very motivated to resolve a problem or respond to a critical situation. On the
SOLUTIONS RATED A+
✔✔What are the two major categories of trust? - ✔✔Trust in a Person and Trust in a
Process
✔✔Trust in a Person - ✔✔This type of trust is established between two people and is
interpersonal in nature. This trust stands alone and it is not reliant on any institution or
third-party. This trust can be assumed or it can be earned through proving oneself to be
trustworthy in actions and in words.
✔✔Trust in a Process - ✔✔This type of trust exists when you have faith in a governing
institution and believe that it supports your negotiations. You trust the processes will
promote outcomes that are justified (fair and impartial),, legal, ethically acceptable, and
also satisfy the interests (What you need, or the underlying reason behind your position)
of both negotiators.
✔✔TIPO Model - Information - ✔✔When you trust your opposite (the person or group
with whom you are engaged in negotiations, sometimes called the negotiation partner),
you believe the information they present is truthful and accurate. As a result, you should
feel more comfortable sharing information which can lead to better discussions, more
effective brainstorming sessions, and a shared selection of options that are good for all
involved.
✔✔TIPO Model - Power - ✔✔In a negotiation, you can apply "power over" or "power
with" your opposite. Power over is used to gain an advantage, such as pulling rank.
Power with improves the opportunity for a mutually satisfying outcome for all negotiators
involved.
✔✔Position Powers - ✔✔Provide you the authority to make decisions, requests and
issue lawful orders based on your position
✔✔Coercive - ✔✔Deals with the leaders perceived ability to provide sanctions,
punishment, or consequences for not performing.
✔✔Reward - ✔✔Deals with the leaders perceived ability to provide rewards and
incentives that people like.
✔✔Definition of Negotiation - ✔✔a communication process involving two or more
people/groups where:
-the parties have a degree of difference in positions, interests, goals, values or beliefs
-the parties strive to reach an agreement on issues or course of action
, ✔✔TIPO Model - Trust Information, Power, Options - ✔✔identifies how trust influences
your use of information and power affects the way you develop options or solutions to
solve or resolve a current problem, conflict, or situation.
✔✔Two major types of trust - ✔✔Trust in a process, trust in a person
✔✔Position Powers: Coersive - ✔✔Deals with the leader's perceived ability to provide
sanctions, punishment, or consequences for not performing.
✔✔Position Powers: Reward - ✔✔Deals with the leader's perceived ability to provide
rewards and incentives that people like.
✔✔Position Powers: Connections - ✔✔This power pertains to who you know. This can
erode if you use it as a primary source of influence.
✔✔Position Powers: Legitimate - ✔✔This is based on one's rank, position, or level of
authority. Although you may be able to use this "power over" your opposite, consider
the relationship and only use this power when your intentions are legal, ethical, and
appropriate.
✔✔Personal Powers: Referent (Charisma) - ✔✔This power affords the opportunity to
encourage, motivate, and inspire others.
✔✔Personal Powers: Information - ✔✔Access to secure data systems, leadership
meetings, briefings, even gossip, increases your information power base. Some tend to
withhold information from others so they maintain the advantage and the informational
"higher hand."
✔✔Personal Powers: Expert - ✔✔It suggests that you gain power and the ability to
influence through your education, experience, and job knowledge. How you use and
share this power base can improve or reduce trust, and ultimately influence the
outcome of your negotiations.
✔✔Option Building Includes Two Elements: - ✔✔1. Define the problem that needs
solving
2. Identify possible resources (information, power, time, people, money, etc.) that may
be available.
✔✔The Who, Stakes, and Situation - ✔✔Who are you dealing with? What are the
stakes? What is the situation?
✔✔Negotiations Strategy Chart: Task Orientation - ✔✔this approach places more
importance on reaching an outcome, solution, or resolution. High task orientation means
we are very motivated to resolve a problem or respond to a critical situation. On the
