Type
Matching Worksheet
Description

RESOLVE CONFLICT NEGOTIATION
A MEDIATOR KEEPS HIMSELF SAFE
PEACEKEEPER DEMOSTRATES RESPECT
A MEDIATOR WORKS TOWARDS SOLUTION
A MEDIATOR LISTENS CAREFULLY
A MEDIATOR HELPING PEERS
A MEDIATOR IS SENSITIVE TO FEELINGS
A MEDIATOR IS A... PERSON DEPENDABLE
TO MEDIATE TAUGHT MEDIATOR SKILLS
OTHER LEARNERS GET INVOLVE SITUATION WORSE

Conflict Resolution Word Search

Type
Word Search
Description

GOAL
POWER
VIOLENCE
THINK
SADNESS
PEACE
MEDIATION
HOSPITAL
FEELING
CONFLICT
ASSERTIVENESS
VICTIM
TEACHER
RESPECT
PARENTS
LISTEN
FRIENDS
DETENTION
CHOICES
ANGER
WALKAWAY
TRUST
SOLUTION
PRINCIPAL
NEGOTIATE
LIFE
FIGHT
DANGEROUS
BULLYING
ACTIONS

CONFLICT RESOLUTION Word Search

Type
Word Search
Description

VALUES
TEAM
SOLUTION
RESPONSIBILITY
RESOLVE
RESOLUTION
PROBLEM SOLVING
NEGOTIATION
LISTEN
INTRAPERSONAL
INTERPERSONAL
GOALS
CONSTRUCTIVE
CONFLICT
COMMUNICATION

Conflict Management Word Search

Type
Word Search
Description

harmony
coworker
supervisor
empathy
active listening
paycheck
productivity
walkaway
success
team
trust
negotiate
solution
listen
think
choices
assertiveness
mediation
violence
Respect
Conflict
Peace
Feelings
Anger
Goal

Friendship Word Search

Type
Word Search
Description

unique
happy
dependable
similar
different
positive
cooperation
sensitive
supportive
selfless
giving
considerate
listen
encouraging
accepting
loyal
protective
loving
generous
thoughtful
fair
respectful
honest
trustworthy
caring
laugh
smile
hug
play
help
share
nice
kind
friendly

Conflict, Compromise and Lots More Words Word Search

Type
Word Search
Description

vinnie
carragher
resolution
prejudice
mrsbrown
friendship
disagreement
constructive
community
caring
struggle
relationship
peers
mediation
expressions
criticism
conflict
communication
bodylanguage
trust
role
problems
negotiation
gestures
disagreements
cooperation
confidentiality
citizenship
activelistening

Conflict Resolution Strategies Crossword

Type
Crossword
Description

A useful strategy in resolving conflict is? Rolereversal
A closely related technique to disarming is? stroking
When two sides engage in the conflict attempt to sell their own solution without listening to the other side. winloseapproach
When both sides have their needs met in a conflict situation. problemsolveapproach
To learn more about what the other person is thinking and feeling inquiry
This strategy helps you to listen to the other person first and facilitates open communication. disarming
Two strategies to get rid of holding a long-term grudge. lettinggoorforegive
To mirror what's said in a nonjudgmental way & grasp the essence of what the other person is thinking or feeling. empathy
Non- blaming messages simply communicate how the sender of the message believes the receiver is affecting the sender. imessages
Being able to express yourself in a confident non-aggressive manner. beingasseritive
A voluntary process that participants must be willing to accept the assistance of the intervener if the dispute is to be resolved. meditation

Chapter 9 vocab Crossword

Type
Crossword
Description

any disagreement, struggle, or fight conflict
to become more serious escalate
the use of communication and comprimise to settle a disagreement negotiation
Bringing in a neutral third party to help others resolve their conflicts peacefully. mediation
Respecting the privacy of both parties and keeping details secret. confidentiality
Processes in which specially trained students help other students resolve conflicts peacefully peer mediation
The threatened or actual use of physical force or power to harm another person and to damage property violence
An unlawful physical attack or threat of attack assault
The willful killing of one human being by another homicide
Any form of unwelcome sexual contact directed at an individual sexual violence
Any form of sexual intercourse that takes place against a person's will. rape
a pattern of intentionally causing bodily harm or injury to another person physical abuse

Conflict Resolution Word Search

Type
Word Search
Description

conflict
relationships
solution
problem
resolve
listen
caring
trust
honesty
support
encouragement
respect
understanding
love
actions
communication

Customer Service Week Crossword Puzzle

Type
Crossword
Description

Your most important communication tool when you’re on the phone is your _____. voice
Another word for internal customer is _____. coworker
Taking personal responsibility for a customer’s complaint is taking _____ o w n e r s h i p
You sound more relaxed and friendly when you _____ while talking on the phone. s m i l e
You start each call with a friendly ____ g r e e t i n g
Offering a customer additional products or services is cross-selling or _____. u p s e l l i n g
With angry customers it’s important to let them do this, _____. v e n t
A positive one will make your day better. a t t i t u d e
The annual celebration of the importance of customer service is _____. (3 words). CustomerServiceWeek
Customer complaints should be seen as _____ to improve service. opportunit
Delighting your customers means _____ their expectations. exceeding
When speaking with customers you should vary the _____ of your voice. Tone
The people you serve each day. customers
Anticipating problems, heading them off and alerting customers is being _____. proactive
Treat each customer as if they’re the _____ one you’ll deal with that day. only
Customers who have their complaints satisfactorily resolved tell an average of how many people? five
The most important customer service skill is _____. listening

Crossword 8 & 9 lesson 3,1,& 2

Type
Crossword
Description

People that are your age who may have similarities to you. peers
How we should resolving conflicts. mediation
A type of strategy that we use when we are trying to negotiate. TALK
A peaceful method that should be used to deal with conflict. nonviolent confrontation
When people disagree on a viewpoint. conflict
Things that we may own and not want others to use. property
What we believe to go good and bad. values
Not accepting others that may not be like you. prejudice
Sometimes we are influenced by those around us to do certain things. peer pressure
Those we have relationships with that have similar interest and values. friendship
When a person is not willing to pressure you into doing things that go against your values. respect
When you are willing to give up something to satisfy everyone. compromise
Friends that are good and honest with you but also keep your secrets. trustworthiness
A feeling that we get when someone betrays us and we feel the need to get even. revenge
A process that we use to discuss a problem face-to-face to be able to reach a solution. negotiation
When a person does not take sides. neutrality
When people reach an agreement and both accept the outcome of situation, instead of someone winning and losing. win-win situation