SHSM Certification: Conflict Resolution2022-09-20T11:49:44-04:00

Conflict Resolution Certification

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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: 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 contactus@flashpointtraining.com

Monthly gift card giveaway?2022-07-27T10:59:09-04:00

That’s right!  For every SHSM Certification earned through Flashpoint, you will automatically be entered to win a $100 gift card for anywhere you choose!

How do I earn my Red Seal?2022-07-27T10:38:43-04:00

Each SHSM consists of five required components:

  1. Bundle of credits
    A defined bundle of credits consisting of eight to ten Grade 11 and Grade 12 credits, including cooperative education credits
  2. Certification and training experiences
    Sector-recognized certifications and/or training courses
  3. Experiential learning and career exploration activities
    Experiential learning and career exploration activities within the sector
  4. Reach ahead experiences
    Learning experiences connected with the student’s postsecondary plans
  5. Sector-partnered experiences
    Experiences in which students engage with a sector partner to explore sector-related content, skills, and knowledge involving either ICE (innovation, creativity, and entrepreneurship), coding, or mathematical literacy.

For more information, check out the Ministry of Education’s website.

Are there scholarships for SHSM students?2022-07-27T10:38:51-04:00

You bet there is!  Many Ontario colleges and universities offer scholarships for students with a SHSM Red Seal on their diploma.

Check the school’s Award section or Google “SHSM Scholarships” to find out which schools offer them.

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