Conflict at work is normal — it is how it is managed that determines whether it damages or strengthens a team. Unresolved conflict leads to reduced morale, passive aggression, and talent loss. The key principle in conflict resolution is to separate the person from the problem. Attack the issue, not the individual. Use 'I' statements rather than 'you' statements: 'I felt under pressure when the deadline was changed without notice' lands very differently from 'You always change deadlines at the last minute.' Acknowledge the other person's perspective before presenting your own. Look for the underlying issue — most conflicts are symptoms of something deeper: unclear roles, unequal workloads, or poor communication.
💡 Did you know? Research by CPP Inc. found that employees in the US spend an average of 2.8 hours per week dealing with conflict. That totals over $350 billion in paid hours annually. Effective conflict resolution is not just good management — it is significant financial value.
Topic: Managing Difficult Conversations
Key words
Vocabulary
01
conflict
a serious disagreement or argument
02
mediate
to help two parties in a dispute reach agreement
03
perspective
a particular way of seeing something
04
assert
to state your needs or opinions clearly and confidently
05
passive
avoiding confrontation and not expressing your needs
06
aggressive
expressing needs in a way that ignores or attacks others
07
de-escalate
to reduce the intensity of a conflict
08
underlying
existing below the surface, as a hidden cause
09
acknowledge
to recognise and accept that something is true or valid
010
resolution
a solution to a conflict or problem
Match the Words
Click a word on the left, then click its definition on the right.
conflict
mediate
perspective
assert
passive
aggressive
de-escalate
underlying
acknowledge
resolution
existing below the surface, as a hidden cause
to state your needs or opinions clearly and confidently
a particular way of seeing something
to recognise and accept that something is true or valid
expressing needs in a way that ignores or attacks others
to reduce the intensity of a conflict
a solution to a conflict or problem
avoiding confrontation and not expressing your needs
a serious disagreement or argument
to help two parties in a dispute reach agreement
Say it right
Pronunciation
conflict
CO-nf-lict
mediate
MED-iate
perspective
PER-spe-ctive
assert
ASS-ert
passive
PAS-sive
aggressive
AGG-res-sive
Read & Discuss
Short Dialogue
A:
I've been thinking a lot about conflict recently.
B:
Really? What's your take on it?
A:
I think the issue of mediate is often misunderstood.
B:
I agree. Most people don't consider the impact of perspective.
A:
Exactly. And when you add assert into the mix, it gets complicated.
B:
So what do you think the solution is?
A:
Honestly? It requires both individual action and systemic change.
B:
That's a fair point. It's never just one or the other.
Comprehension
What topic are they discussing?
What does person B agree with?
What does person A say the solution requires?
Practice
Exercises
Gap Fill
Complete each sentence using vocabulary from today's lesson.
1. between team members can damage productivity if not addressed.
2. The HR manager d between the two colleagues.
3. Try to understand the situation from the other person's .
4. Good communicators their needs without being aggressive.
5. Being allows problems to build rather than resolving them.
Error Correction
Find and correct the mistake in each sentence.
She is very experience in mediate.
The perspective of the project were not meet.
He gave us many advices about assert.
Despite of the pressure, she succeeded.
Speaking practice
Speaking Prompts
Discuss with your partner
Roleplay: one person has a complaint about a colleague's behaviour. Use 'I' statements and acknowledge the other's perspective.
Describe a work conflict you have observed or experienced. How was it resolved?
What is your natural style — passive, assertive, or aggressive? How do you manage difficult conversations?
Summarise today's topic in 3 sentences using vocabulary from this lesson.
Grammar focus: Language for difficult conversations: Acknowledging: I can see that... / I under... — can you give an example?
Open discussion
Discussion Generator
More Questions
Use with pairs or whole class · Encourage full answers
Write a message (8-10 sentences) to a colleague about a work issue that is causing tension. Use 'I' statements, acknowledge their perspective, and propose a resolution.
