阅读下面短文，从每题所给的 A、B、C、D 四个选项中选出最佳选项。
C
Have you ever been in a conflict(冲突)? Do you know how to solve it? Conflict resolution is a peaceful way of trying to solve a conflict. Both sides in the conflict explain what they think happened to cause it. The person who listens to both sides is called the mediator(调解人).
After both sides tell what they think happened to cause the conflict, they discuss ways to solve it. They try to come up with a “resolution” that both sides agree to. They cannot be angry during the communication. Everyone should use good listening and attending skills while talking. If voices get too loud or it appears that someone is angry, the mediator will speak up and have them treat each other with respect. After different suggestions are shared in how to mediate the conflict, it is time for discussing the best solution(解决办法).
Here is an example of how conflict resolution works step by step in a school playground setting:
●Someone says a student pushed him on the football field.
●The person who was accused as the “pusher” says it was actually an accident.
●The person who was pushed gets the mediator.
●The mediator takes the two persons to a quieter place, away from others to talk.
●The mediator calms them down and lets them know he understands their feelings.
●Each person describes what happened.
●The mediator repeats what he heard, so it is clear to everyone.
●The mediator asks for ideas to solve the problem.
●The two persons offer their own solutions.
●The two persons have a discussion and come to an agreement.
●The mediator makes sure the persons follow the solution.
●The mediator offers praise for solving the problem.
Conflict resolution can be used in many environments. It encourages people to tell what really happened, to share their feelings, and to work together peacefully to solve the problem. It offers people workable steps to reach an agreement with the help of a mediator.
