DaleAnne, Working in the field of Special Education with behaviorally disordered students. Going to work everyday knowing there would be conflict allowed me to practice conflict management on a regular basis. The key is often how we handle it emotionally. I used to advise my teachers to never allow their emotions to rise to the save level a person is representing. When that happens the emotion continues to go higher. This is an event you can control by your communication and actions in front of the person who is in conflict. It is a necessity to be able to look at a person behavior and determine what was the precedent which caused the current behavior. We you can solve the precedent incident you will curb the inappropriate behavior. Dr. Gary Carlson