Conflict Management Assessment

Format

Interactive Self-Assessment using Articulate Storyline 360

Target Audience

New case managers in high-stakes field work requiring de-escalation skills

Challenge

Case managers frequently encounter hostile, upset, or agitated individuals in the field and must manage their reactions to de-escalate rather than escalate volatile situations. Understanding one's default conflict response style is the first step in developing effective de-escalation strategies.

When the original online version became unavailable, our training program included a paper-based conflict management assessment that helped case managers build this self-awareness. When shifting to virtual training made paper-based activities impractical, we needed a digital solution that would:

Preserve the validated assessment instrument

Provide immediate, personalized feedback

Work seamlessly in our virtual training environment

Maintain the integrity of the scoring methodology

My Solution

I proposed and developed an interactive digital version of the assessment in Articulate Storyline 360, transforming a static paper survey into an engaging, self-scoring learning tool. The assessment presents 15 scenario-based questions where learners allocate 10 points across four response options, rating how likely they are to respond in each way.

Learners allocate 10 points across four conflict response styles, rating their likelihood of choosing each approach

Technical Implementation

Point Allocation System
Designed a user interface where learners distribute 10 points across four conflict response styles using text entry fields. To ensure learners understood the interaction, I created three animated GIF demonstrations on the instructions page showing: allocating too many points (over 10), too few points (under 10), and the correct allocation (exactly 10). These visual examples helped learners grasp the point allocation concept before beginning the assessment.

Real-Time Validation
Built validation logic that checks whether learners have allocated exactly 10 points before allowing them to proceed. If the total doesn't equal 10, a layer displays an error message prompting them to adjust their responses. This prevents incomplete or invalid data from affecting results.

Variable Tracking & Calculations
Created multiple numeric variables to track points for each conflict style across all 15 questions:

Aggressive/Confrontive style
Assertive/Persuasive style
Observant/Introspective style
Avoiding/Reactive style

The system calculates running totals throughout the assessment, performing mathematical operations to combine subcategories into primary style scores, where the first two categories above combine into an overall Assertive score and the second two combine into an overall Conciliatory score.

Conditional Results Display
Developed branching logic that determines which of four result slides to display based on the learner's highest-scoring conflict style. Each results slide uses variable references to show the learner's specific scores and provides personalized feedback about their primary conflict management approach.

Dynamic Content
Integrated variable references throughout the results slides to display each learner's individual scores, creating a personalized experience that reflects their unique conflict style profile.

Animated GIF demonstrations teach learners how to allocate points correctly before beginning the assessment

Real-time validation ensures accurate data by prompting learners to adjust their point allocation

Conditional branching displays personalized results with dynamic content showing each learner's specific conflict style profile

Outcome

The assessment successfully replaced the paper-based version and has been integrated into required Worker Safety training. Since its July 2025 rollout, approximately 30 case managers per month have completed the digital assessment, receiving immediate personalized feedback that supports their professional development in managing field interactions safely and effectively.

Leadership valued the solution for maintaining program continuity while enhancing the learner experience through immediate scoring and personalized results. The project demonstrated that complex assessment instruments could be successfully digitized to improve both accessibility and engagement.

Skills Demonstrated

Advanced Articulate Storyline 360, Complex Variable Management, Conditional Triggers & Branching Logic, Mathematical Calculations, Data Validation, Custom Assessment Design, User Interface Design, Animated GIF Creation, User Experience Design, Instructional Scaffolding, Quality Assurance Testing, Self-Directed Learning, Problem-Solving, Interactive eLearning Development, Personalized Feedback Systems

What I Learned

This was my first project built in Articulate Storyline 360, which meant learning the software while simultaneously designing a technically complex solution. Through significant trial and error, I developed proficiency in:

Creating and managing multiple interconnected variables
Building conditional logic with complex triggers
Implementing data validation
Designing mathematical calculations within eLearning
Troubleshooting when variables and triggers didn't behave as expected

The experience taught me that even sophisticated assessment instruments can be reimagined as interactive digital experiences. It also reinforced the importance of testing every possible user path, a lesson that shaped how I approach quality assurance in all subsequent projects.

Most importantly, I learned to embrace the iterative problem-solving process inherent in technical eLearning development. Each troubleshooting session deepened my understanding of Storyline's capabilities and built confidence in tackling complex instructional challenges.