Conflict Resolution Certification

Step 1: Resources

Please review each of these resources thoroughly to prepare for the quiz at the end of this page.

Step 2: Questions

Watch the Video.

What could have happened differently to prevent the situation from escalating into conflict?

Tips To Deal With Conflict
  • Wait to cool down emotionally before engaging.
  • Take responsibility for your feelings to avoid blaming others
  • Say “I feel…” versus “You make me feel…”
  • Notice when you feel threatened by someone.
  • Explore both sides. It is easy to get stuck focused on one side.
  • Own your role in the source of the conflict and don’t make judgments..
  • Cooperative problem-solving is understanding the perspective of the other person/group.

To avoid conflict, communication should be face-to-face. Only 7% of communication is done with words.

Watch the Video!

Adjust the volume or pause the video to meet your needs.

Step 3: Exercise

This puzzle contains significant hints for the final quiz!

1. To resolve an i...... you must look beyond the incident
2. Resolving a conflict involves identifying an option that gives the best o......
3. When dealing with conflict, negative e....... should only be shared in person

Step 4: Summary

  • An informal or formal process that two or more parties use to find a peaceful solution to their dispute.
  • Identify the source of conflict – answer the 5 WHYS to help you look beyond the incident
  • Look beyond the incident
  • Collect additional information if necessary
  • Brainstorm and review options
  • Identify an option that gives best outcome
  • Accept that option
  • People have a different perspective/view on conflict based on many things such as past experiences, personality, leadership style, and beliefs related to it. Understanding these differences can be helpful to resolving the conflict.
  • When conflict is resolved effectively, it leads to many benefits such as accomplishing goals and strengthening relationships
  • Take time to cool down and practice self control
  • Only share negative emotions in person or on the phone
  • Be open to both sides
  • Listen without judging and be understanding
  • Be self aware – own your role in the conflict

Step 5: Quiz

Complete the following quiz and your certificate will be sent to your teacher once your submission has been reviewed. Good luck!

Complete Quiz

Having issues?  Get support by emailing us at