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Capability Library


Conflict resolution

Conflict resolution

Related Terms:

Conflict resolution is the ability to address and resolve disagreements or disputes in a constructive and collaborative manner. Frontline workers with strong conflict resolution skills can navigate interpersonal conflicts, contributing to a positive work environment.

Beginner competence definition

Beginner conflict resolution involves the ability to recognize and address minor conflicts with guidance. Frontline workers at this level may benefit from support in developing effective communication and mediation skills.

Intermediate competence definition

Intermediate conflict resolution includes the capacity to independently address a range of conflicts, mediate disputes, and find mutually agreeable solutions. Frontline workers at this level contribute to maintaining a harmonious work environment and may assist in resolving more complex conflicts.

Advanced competence definition

Advanced conflict resolution is characterized by the ability to handle highly complex conflicts, mediate between multiple parties, and facilitate resolutions that align with organizational goals. Frontline workers at this level may provide training and guidance to others in conflict resolution.




Critical thinking

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