Which skill should you employ to manage conflicts effectively?

• A. Active listening
• B. Commanding presence
• C. Avoiding conversation
• D. Reaction

Answer: (A)

Active listening is the best approach because it centers on truly hearing what the other person is saying and clarifying meaning before reacting. By focusing your attention on the speaker, reflecting their feelings, paraphrasing their points, and asking open questions, you uncover the real concerns behind the surface disagreement. This helps reduce defensiveness, builds trust, and makes it easier to identify shared interests and workable solutions. Paying attention to nonverbal cues also reveals emotions and tensions that words alone might miss, so you can address the underlying issue rather than just the surface disagreement. In contrast, a commanding presence can push others to submit but often gaps in understanding remain; avoiding conversation leaves the conflict unresolved; and reacting impulsively tends to escalate disputes rather than resolve them.