Recent research into violence and learning has revealed that violence is a reality for all individuals in society including learners in adult literacy programs and that violence has a negative impact on learning. As educators, literacy workers have a responsibility to acknowledge that violence exists in society and to promote an educational model that has peace and respect for diversity at its core. For adult literacy programs to teach and model good conflict resolution skills, it is essential to have well developed policies and procedures in place. This document has been written to accompany a workbook for learners called Making it Work that is about positive communication in the workplace environment. The goal of this document is to offer adult literacy programs a valuable and holistic resource that will assist in developing policies and procedures to deal with conflict in a proactive way.