Final answer:
Active listening in conflict mediation involves focusing on understanding, staying calm, and avoiding interrupting or suggesting immediate solutions. So, the correct answer is option d.
Step-by-step explanation:
When mediating a conflict, active listening entails focusing on understanding. It involves staying calm, listening to the other side of the story, and avoiding interrupting frequently or providing solutions immediately.
Active listening requires choosing words carefully to avoid inflaming the situation, remaining open and respectful, and asking open-ended questions to learn more about the other person's position. Restating what you heard the person say can affirm that you were listening and help avoid misunderstandings.
The primary goal of active listening in conflict mediation is to focus on solving the problem, rather than blaming the other person. If a resolution cannot be reached, it may be necessary to speak with a supervisor or HR department.
So, the correct answer is option d.