Idaho Security Guard Licensure Practice Exam

Which of the following techniques is important for effective conflict resolution?

1. Active listening

2. Yelling to be heard

3. Ignoring the other person's feelings

4. Reiterating personal opinions

The correct answer is: Active listening

Active listening is a critical technique for effective conflict resolution. This approach involves fully concentrating, understanding, responding, and remembering what is being said. When individuals actively listen, they demonstrate respect and validation towards the other person's perspective, which can help de-escalate tensions and foster a more constructive dialogue. It allows for the resolution of misunderstandings and encourages open communication, making it easier to address the underlying issues contributing to the conflict. In contrast, yelling to be heard is likely to exacerbate the situation rather than resolve it, as it can provoke defensiveness and escalate the conflict. Ignoring the other person's feelings dismisses their emotions and can lead to further resentment, making it much harder to reach a resolution. Reiterating personal opinions without acknowledging the other party's viewpoint can create an adversarial atmosphere, diminishing the chances of finding common ground. Therefore, active listening stands out as the most effective technique in maintaining a respectful and productive exchange during conflict resolution.