Conflict Resolution – Study Guide
Quick Overview
This study guide summarizes the key ideas from the Conflict Resolution training manual. It is
designed for quick revision and easy reading before exams, presentations, or workplace
training assessments.
Key Concepts
• Many people see conflict as a negative experience. In fact, conflict is a necessary part of
our personal growth and development.
• Conflict becomes an issue when the people involved cannot work through it. They become
engaged in a battle that does not result in growth. When this type of conflict arises,
negative energy can result, causing hurt feelings and damaged relationships.
• This one-day course will give you the tools that will help you resolve conflict successfully
and produce a win-win outcome.
• At the end of this workshop, you will be able to:
• Understand what conflict is and how it can escalate.
• Understand the types of conflict and the stages of conflict.
• Recognize the most common conflict resolution styles and when to use them.
• Increase positive information flow through non-verbal and verbal communication skills.
• Develop effective techniques for intervention strategies.
• Become more confident in your ability to manage conflicts (which will result in enhanced
productivity and performance).
• Session Two: Defining Conflict
• Conflict is a normal part of the workplace and while it can be negative, alarming, and
difficult to get through, it can also lead opportunities for growth and can be a facilitator to
change because of resulting improved understanding and insight.
• In this session, we will define conflict, explore some assumptions, and then look at
positive and negative aspects of conflict.
• Conflict is normal in the workplace. This is because people who have different values,
goals, and perspectives work together, often on projects that can be complex and
stress-provoking. In these types of situations, it is not surprising that conflict can occur.
But if we develop procedures for identifying, defining, and managing conflict, then we can
constructively manage conflict and take advantage of its opportunities.
• Conflict includes a threat to someone’s needs, concerns, or interests. In defining conflict, it
is important to realize that conflict can result from you striving for the outcomes you prefer,
and also from your actions that prevent others from getting the outcome they want.
Important Ideas to Remember
• Conflict Resolution skills improve teamwork and workplace relationships.
• Communication is usually the most powerful tool.
• Understanding other people's perspectives prevents problems.
• Good listening helps reduce misunderstandings.
• Preparation and emotional control improve outcomes.
Revision Quiz
1 1. What is the main goal of Conflict Resolution?
2 2. Why is understanding conflict resolution important in workplaces?
3 3. Name two techniques used in conflict resolution.
4 4. How can communication improve situations related to conflict resolution?
5 5. What is one mistake people make when handling conflict resolution?
6 6. Give an example of a real-life situation involving conflict resolution.
7 7. True or False: Communication skills help resolve most workplace problems.
8 8. Multiple Choice: Which skill improves teamwork the most? (A) Listening (B) Ignoring (C)
Avoiding people (D) Complaining
9 9. Short Answer: What is one strategy you would personally use from this course?
10 10. Reflection: What is the most important lesson from this topic?