CPPB UPDATED EXAM SCRIPT QUESTIONS AND ANSWERS
GRADED A+
✔✔spiraling agreements - ✔✔begin by reaching a minimum agreement even though it
is not related to the objectives and build, bit by bit, on this first agreement
✔✔changing of position - ✔✔formulate the proposals in a different way, without
changing the final result
✔✔gathering information - ✔✔ask for information from the other party to clarify their
position
✔✔making the cake bigger - ✔✔offer alternatives that may be agreeable to the other
party, without changing the terms
✔✔four activities of a price analysis - ✔✔1. review the competitive prices offered
2. compare with catalog or published price data
3. compare with historical prices
4. obtain data from other jurisdictions that have procured the same product or service
✔✔Conflict resolution - ✔✔mediation, arbitration, litigation
✔✔mediation - ✔✔a voluntary, flexible technique used to resolve disputes
✔✔arbitration - ✔✔a process by which a dispute between parties is presented to one or
more disinterested parties for a decision whose decision the contending parties agree to
accept with no further appear process.
✔✔litigation - ✔✔a process by which one party to a contract brings suit against the
other party in a court of law
✔✔general conflict resolution skills - ✔✔communication, listening, summarize, clarify,
good speaking skills, communication side-trackers, win-win options, brainstorming, find
a fair solution
✔✔communication - ✔✔conflicts are often caused by problems in communication
✔✔listening - ✔✔it is important to listen carefully
✔✔summarize - ✔✔when a person is finished expressing a thought, summarize the
facts and emotions behind what they have said so that they know you have understood
what they've said and how they are feeling.
,✔✔clarify - ✔✔ask questions to clarify or make clearer different parts of the problem to
make sure that you fully understand the other person's perspective
✔✔good speaking skills - ✔✔send a clear message, with a specific purpose and with
respect to the listener
✔✔communication side-trackers - ✔✔don't interrupt, criticize, laugh at the other person,
offer advice or bring up your own experiences or change the subject
✔✔win-win options - ✔✔an idea or suggestion in which both sides can benefit is called
a win-win option
✔✔brainstorming - ✔✔the first step in problem solving is to come up with as many ideas
as possible
✔✔find a fair solution - ✔✔then go through the ideas using fair criteria to see which idea
might be best
✔✔basic steps to conflict resolution - ✔✔1. personal preparation
2. obtain agreements
3. state your initial positions/issues
4. restate each other's initial position
5. begin workin on solutions
6. summarize points of agreement and produce a solution
7. follow-up
✔✔personal preparation - ✔✔review your agreements; be aware of your feelings.
✔✔obtain agreements - ✔✔agree on the conflict resolution process, agree to treat each
other with respect
✔✔state your initial positions/issues - ✔✔take turns, focus on specific incidents,
describe behavior and feelings, don't interpret the other's behavior
✔✔restate each other's initial position - ✔✔take turns, restate what the other said, make
corrections if necessary, reflect on how you feel
✔✔begin working on solutions - ✔✔identify underlying issues, define your success
criteria and brainstorm mutual solutions
✔✔summarize points of agreement and produce a solution - ✔✔create a solution that is
as specific as possible, write it down, agree to maintain confidentiality, agree to follow-
up
, ✔✔follow-up - ✔✔check on whether the solution is being followed, revise if necessary
and discuss what you learned
✔✔nominal group technique - ✔✔a group decision-making technique that focuses on
generating alternatives and selecting among them by asking group members to
independently write down ideas, present them in turn, clarify them for the group and
rank them by voting privately.
✔✔stages of negotiation - ✔✔Planning, actual negotiations, completion
✔✔nickel and dime - ✔✔the other side wants to negotiate each and every point
✔✔process improvement - ✔✔increase in value resulting from a modification in any
phase of the procurement and/or supply process
✔✔Process alignment to organization goals - ✔✔all processes, people and resources
should be aligned to business goals
✔✔Process first - ✔✔improvement focuses on incorporating cost effective and goal
oriented processes
✔✔non-value added activities - ✔✔generate zero or negative return on investment
✔✔value added activities - ✔✔increase the value of output
✔✔Customer focus - ✔✔align processes to achieve higher customer satisfaction
✔✔benchmark regularly - ✔✔continually and frequently determine if the costs of
performing business process outweigh the benefits
✔✔establish who owns the process - ✔✔personal responsibility
✔✔build central points into process - ✔✔points where customers decide if the process
is meeting current benchmarks
✔✔Standardize similar processes - ✔✔saves time and money
✔✔make change now - ✔✔change process should be done immediately
✔✔use right measures - ✔✔use measurements to improve process
✔✔process improvement programs - ✔✔benchmarking, customer surveys
GRADED A+
✔✔spiraling agreements - ✔✔begin by reaching a minimum agreement even though it
is not related to the objectives and build, bit by bit, on this first agreement
✔✔changing of position - ✔✔formulate the proposals in a different way, without
changing the final result
✔✔gathering information - ✔✔ask for information from the other party to clarify their
position
✔✔making the cake bigger - ✔✔offer alternatives that may be agreeable to the other
party, without changing the terms
✔✔four activities of a price analysis - ✔✔1. review the competitive prices offered
2. compare with catalog or published price data
3. compare with historical prices
4. obtain data from other jurisdictions that have procured the same product or service
✔✔Conflict resolution - ✔✔mediation, arbitration, litigation
✔✔mediation - ✔✔a voluntary, flexible technique used to resolve disputes
✔✔arbitration - ✔✔a process by which a dispute between parties is presented to one or
more disinterested parties for a decision whose decision the contending parties agree to
accept with no further appear process.
✔✔litigation - ✔✔a process by which one party to a contract brings suit against the
other party in a court of law
✔✔general conflict resolution skills - ✔✔communication, listening, summarize, clarify,
good speaking skills, communication side-trackers, win-win options, brainstorming, find
a fair solution
✔✔communication - ✔✔conflicts are often caused by problems in communication
✔✔listening - ✔✔it is important to listen carefully
✔✔summarize - ✔✔when a person is finished expressing a thought, summarize the
facts and emotions behind what they have said so that they know you have understood
what they've said and how they are feeling.
,✔✔clarify - ✔✔ask questions to clarify or make clearer different parts of the problem to
make sure that you fully understand the other person's perspective
✔✔good speaking skills - ✔✔send a clear message, with a specific purpose and with
respect to the listener
✔✔communication side-trackers - ✔✔don't interrupt, criticize, laugh at the other person,
offer advice or bring up your own experiences or change the subject
✔✔win-win options - ✔✔an idea or suggestion in which both sides can benefit is called
a win-win option
✔✔brainstorming - ✔✔the first step in problem solving is to come up with as many ideas
as possible
✔✔find a fair solution - ✔✔then go through the ideas using fair criteria to see which idea
might be best
✔✔basic steps to conflict resolution - ✔✔1. personal preparation
2. obtain agreements
3. state your initial positions/issues
4. restate each other's initial position
5. begin workin on solutions
6. summarize points of agreement and produce a solution
7. follow-up
✔✔personal preparation - ✔✔review your agreements; be aware of your feelings.
✔✔obtain agreements - ✔✔agree on the conflict resolution process, agree to treat each
other with respect
✔✔state your initial positions/issues - ✔✔take turns, focus on specific incidents,
describe behavior and feelings, don't interpret the other's behavior
✔✔restate each other's initial position - ✔✔take turns, restate what the other said, make
corrections if necessary, reflect on how you feel
✔✔begin working on solutions - ✔✔identify underlying issues, define your success
criteria and brainstorm mutual solutions
✔✔summarize points of agreement and produce a solution - ✔✔create a solution that is
as specific as possible, write it down, agree to maintain confidentiality, agree to follow-
up
, ✔✔follow-up - ✔✔check on whether the solution is being followed, revise if necessary
and discuss what you learned
✔✔nominal group technique - ✔✔a group decision-making technique that focuses on
generating alternatives and selecting among them by asking group members to
independently write down ideas, present them in turn, clarify them for the group and
rank them by voting privately.
✔✔stages of negotiation - ✔✔Planning, actual negotiations, completion
✔✔nickel and dime - ✔✔the other side wants to negotiate each and every point
✔✔process improvement - ✔✔increase in value resulting from a modification in any
phase of the procurement and/or supply process
✔✔Process alignment to organization goals - ✔✔all processes, people and resources
should be aligned to business goals
✔✔Process first - ✔✔improvement focuses on incorporating cost effective and goal
oriented processes
✔✔non-value added activities - ✔✔generate zero or negative return on investment
✔✔value added activities - ✔✔increase the value of output
✔✔Customer focus - ✔✔align processes to achieve higher customer satisfaction
✔✔benchmark regularly - ✔✔continually and frequently determine if the costs of
performing business process outweigh the benefits
✔✔establish who owns the process - ✔✔personal responsibility
✔✔build central points into process - ✔✔points where customers decide if the process
is meeting current benchmarks
✔✔Standardize similar processes - ✔✔saves time and money
✔✔make change now - ✔✔change process should be done immediately
✔✔use right measures - ✔✔use measurements to improve process
✔✔process improvement programs - ✔✔benchmarking, customer surveys
