[MUSIC] In this particular module, what we reviewed were three key factors. Active listening skills. Conflict approaches, which are five different approaches. As well as when to intervene, or when do you intervene? So when we talk about active listening skills, we're looking to, and reviewing the approach that an individual will take to ensure that they really understand the other person's perspective. Seeking to understand before being understood, as Stephen Covey stated in his Seven Habits of Highly Effective People, he has outlined the importance of truly being open to receiving and embracing another person's perspective before offering your own ideas. In a conflict situation, this is a critical point to remember. You really want to make sure you can table your own feelings and emotions about the subject at hand and understand what the other individual is saying before you provide any input at all. The thing that will help you do this, if you can understand your particular approach to conflict. When we talk about the five different approaches to conflict, it's really identifying what's your natural state, how you naturally respond to conflict. And then it's also ensuring that you have the opportunity to understand the different approaches as well. So you have your own natural approach and then there are four other approaches to take. You may be dominant in one and less dominant in another. You may never even have one of those traits or one of those skills in your tool book or tool belt to pull on. The important thing is that you understand all five of them, and when you do really exercise, and maximize conflict resolution, you'll be able to use each one of those skills when it's appropriate versus always relying on the one dominant characteristic that you naturally have. Because as you know in life one approach isn't going to help you resolve anything. So in a conflict situation it will only be exasperated if you only choose one approach to resolution. The other thing is is when do you intervene? This particular module outlined the responsibilities that you need to take and understand when to take part of a conflict situation, or when to not engage in a conflict situation. For example, if it's something that somebody else owns, let them own it. You have no reason to be involved in it. If it's something that spreads across boundaries or into other individuals' areas, then you may choose to engage at that point in time. So before engaging, really think through the stages of the conflict that's currently taking place. Make sure you use active listening skills to help you determine whether or not you should intervene. And if you choose to intervene make sure you're using the correct skill necessary to help resolve a conflict. [SOUND]