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Exam details
Conflict resolution is the process of addressing disagreement in a way that reduces friction, surfaces the real issue, and helps people move toward a workable outcome.
Conflict management reduces harm and keeps work moving, while conflict resolution aims to address the underlying issue so the conflict does not keep resurfacing.
Start by clarifying the issue: what happened, who is affected, and what outcome each person wants.
Separating people from the problem lowers defensiveness and helps everyone focus on the issue instead of attacking identity or intent.
Active listening means letting the other person finish, paraphrasing their point, acknowledging the emotion involved, and checking that you understood correctly.