The lesson goal for conflict resolution and de-escalation is to understand barriers to communication and how to use conflict resolution and skills to resolve incidents.

• A. De-escalation
• B. Resolution
• C. Negotiation
• D. Communication

Answer: (A)

De-escalation is the main idea here. The goal described is to lower the emotional intensity of a conflict and use specific skills to resolve the incident. By understanding barriers to communication, you can apply de-escalation techniques—like controlling tone, speaking at a measured pace, listening actively, and offering options—that reduce the likelihood of further escalation and create space for effective resolution. While resolution, negotiation, and communication are related, the emphasis on preventing escalation and calming the situation to enable a constructive outcome makes de-escalation the best fit.