Conflict Resolution

In this quick connect module practitioners guide participants through recognizing the cycle of conflict and managing their responses by pausing, expressing feelings empathetically, acknowledging different perspectives, collaborating on solutions, and committing to action using the PEACE method. The lesson also emphasizes safety checks, avoiding common conflict pitfalls, and setting clear next steps to promote resolution and prevent escalation.

 

Learning Objectives:

  • Understand the cycle of conflict
  • Learn the “PEACE” method for dealing with conflict.

Part 1: Initial Connection (1 minute)

“Hey, I see there is a conflict going on between you and ____. Let’s take a breath together and figure this out.”

  • Take one deep breath together
  • Maintain eye contact
  • Use calm voice

Part 2: Quick Assessment (1 minute)

“On a scale of 1-10:

  • How in control are you right now?
  • How safe do you feel?
  • How much do you want to solve this?” (knowing that you can only control yourself)
  • What would a solution look like for you?
  • How best could I support you?”

 

Part 3: PEACE Method (2 minutes)

Guide them through:

P: Pause & breathe

  • Pause and take a deep breath
  • Notice physical reactions (tension, heart rate)
  • Ask: “What am I feeling right now?”

E: Express and Empathize

  • Use “I” statements to share feelings
    • “I feel ___ when ___ because ___”
  • Practice active listening
    • Maintain eye contact
    • Nod to show understanding
    • Avoid interrupting
  • Show empathy through “mirroring”
    • “I hear you’re feeling…”

A: Acknowledge Different Views

  • Validate others’ feelings (doesn’t mean you agree with them)
  • Focus on understanding, not winning
  • Recognize that multiple truths can exist

C: Collaborate on Solutions

  • Focus on the issue, not the person
  • Brainstorm options together, looking for win-win possibilities
  • Ask:
    • “What would make this better for both of us?”
    • “How can we prevent this in the future?”
    • “What’s most important to each of us?

E: Engage in Action

  • Choose a solution together
  • Make specific commitments
  • Set a timeline for changes
  • Plan check-in points (if necessary)

Common things to avoid:

  • Bringing up past conflicts
  • Making assumptions
  • Using Absolutes (always/never)
  • Attacking Character
  • Defensive Reactions
  • Interrupting
  • Refusing to compromise

Part 4: Closing Safety Check (1 minute)

  • Confirm immediate safety
  • Set one concrete next step
  • Arrange follow-up if possible

Emergency Response:

If at any point a participant indicates intent to harm self/others → Transition to your organization’s crisis protocol.