How should managers resolve conflict?

• A. Escalate to senior leadership and fire the team member
• B. Ignore the conflict and continue with plan
• C. Cancel the project
• D. Identify the conflict, model communication, and reorient toward compassionate client-centered care

Answer: (D)

Effective conflict resolution in teams means identifying the issue, modeling clear and respectful communication, and refocusing the team on the client’s needs. This approach tackles the conflict directly while maintaining a constructive, collaborative atmosphere and a shared goal of compassionate client-centered care.

Why this works best: recognizing the conflict early prevents it from festering and derailing work. Modeling good communication sets the tone for how team members interact—listening, speaking calmly, and staying solution-focused. Reorienting toward compassionate client-centered care aligns everyone with the primary purpose of the work: delivering quality care and service to clients. This combination resolves the tension without fear or blame, supports accountability, and helps the team move forward toward a common objective.

Other options distract from resolution or harm outcomes: escalating and firing is punitive and destabilizing; ignoring the conflict allows issues to persist and erode trust; canceling the project discards value and wastes resources. The identified approach balances practical resolution with a patient- or client-focused mindset, which is essential in service management.