Conflict Basics
This term describes a disagreement between two or more people.
What is a conflict?
This skill involves truly hearing what the other person is saying without interrupting.
What is active listening?
This strategy involves finding a middle ground.
What is compromise?
This is a common source of conflict at PHP due to unclear guidelines.
What are unclear responsibilities?
This emotional skill helps you stay calm in conflict.
What is self regulation?
The first step in resolving a conflict is to identify this.
What is the problem?
Using "I" statements instead of "You" statements helps reduce this.
What is defensiveness?
This conflict resolution style avoids the issue altogether.
What is avoidance?
When peers have different learning styles, this often occurs.
What is conflict?
Being aware of your own triggers is part of this.
What is self-awareness?
People often avoid conflict because they fear this.
What is confrontation?
Non-verbal cues like body language or facial expressions often communicate this.
What is emotion or intent?
A mediator does this during conflict resolution.
What is helps both sides communicate and find a solution?
In PHP conflict, it's important to focus on this, not personalities.
What is the issue or behavior?
Showing concern for how others feel shows this quality.
What is empathy?
A conflict where both parties can win is called this.
What is a win-win situation?
Clarifying what the other person said shows this communication skill.
What is reflection or summarizing?
A person who puts others' needs above their own in a conflict is using this style.
What is accommodating?
A staff member should aim for this kind of outcome during conflict resolution between peers.
What is a fair or constructive outcome?
People with strong emotional intelligence often seek this rather than blame.
What is understanding?
This communication style is key to solving conflicts effectively.
What is assertive communication?
Depending on the tone of your voice, it can either escalate or do this to a conflict.
What is de-escalate?
The most cooperative and assertive conflict style is called this.
What is collaboration?
Addressing conflicts early can prevent them from becoming this.
What is a serious issue?
Managing emotions during conflict shows this ability.
What is emotional control or maturity?