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
X
Congratulations!
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
Having issues? Get support by emailing us at contactus@flashpointtraining.com
