OU BA BComBbA 2nd sem conflict resolution

ENGNOtes

What is conflict resolution?

Human interaction may sometimes lead to conflict, so response—and resolution—require conflict resolution strategies. Conflict resolution or negotiation is a way for the opposing parties to find a solution to their disagreement that leaves everyone reasonably satisfied. Sometimes, the person who resolves a conflict may be a neutral party or mediator while at other times, they may be someone involved in the conflict who takes an outside perspective to find a solution.The ability to resolve conflicts is often seen as a leadership trait. People who can identify conflicts, acknowledge different opinions and build a consensus are valuable to many organizations. They make it more likely for personal differences to be set aside so work can continue.Here are some of the most common reasons that conflict occurs at work:Different personalities or perspectives

Unresolved problems from their past

Feeling of competition with one another

Poor communication skills

Uncertainty about roles or responsibilities

Related: 4 Levels of Conflict and Tips for Managing Them5 conflict resolution strategies

Different people use different methods to resolve conflict, depending on their personalities and preferences. The five most common strategies, known as the (Kenneth) Thomas-(Ralph) Kilmann model,  used to resolve conflicts in the workplace include1. Avoiding

This method involves simply ignoring that there may be a conflict. People tend to avoid conflict when they don’t want to engage in it. Avoiding allows them to ignore that there is a problem.There are situations when avoiding conflict can be an appropriate response, such as when there is no clear solution or a frustrated party needs time to calm down before confrontation. However, avoidance can require more effort than merely facing the problem and can cause friction between the disagreeing parties. When confict is avoided, nothing is resolved.Related: Conflict Management: Styles, Skills and Examples2. Competing

Competing is an uncooperative, overly assertive method used by people who insist on winning the dispute at all costs. It’s known as a win-lose strategy. This method is not often identified as bringing satisfactory resolutions, as it doesn’t allow for collaborative problem-solving.Related: Guide: 16 Personality Types3. Accommodating

This strategy, also known as smoothing, involves one party acquiescing, giving the opposing party exactly what it needs to resolve the problem. This method allows you to resolve a problem in the short-term while working toward a long-term solution.In some cases, accommodating can be an appropriate resolution to a conflict. For example, if your opinion on the matter is not very strong, it is often easier to comply. Related: How To Become a Mediator: Certifications and Training4. Collaborating

Like the compromising method, collaboration involves working with the other party to find a mutually agreeable solution to a problem. It’s known as a win-win strategy. For example, a salesperson and client may work together to negotiate contract terms until both parties find it agreeable.Related: Teamwork Skills: Definition and Examples5. Compromising

This strategy, also known as reconciling, seeks a mutual agreement to settle a dispute. It’s known as a lose-lose strategy since both parties willingly forfeit some of their needs in the interest of reaching an agreement. This can be a quick way to resolve a conflict without it becoming a bigger issue. Compromise can also be used as a temporary method to avoid conflict until the parties involved can implement a more permanent solution.It is appropriate to compromise when it would not be possible to make both sides completely happy while still moving forward.Related: Problem-Solving Skills: Definitions and ExamplesHow to use conflict resolution in the workplace

To avoid or resolve conflicts that could negatively influence your company's productivity, follow these steps to help find an agreeable solution:1. Acknowledge the conflict

No one enjoys conflict, so it may be tempting to pretend it doesn't exist or will resolve itself. While this may happen, trying to ignore a problem will often cause it to worsen. Ignored conflicts grow over time and reappear at inopportune times. As a manager, it is best to address conflicts when they occur to head off what might become a volatile situation.Read more: A Guide to Leadership and Conflict Management2. Define the problem

Defining the cause of the conflict will help you to understand how the issue grew in the first place. You need both parties to agree on what the issue is and discuss needs that aren't being met on both sides. Obtain as much information as possible on each side’s outlook. Continue asking questions until you are confident that all the conflicting parties understand the issue. You should help the parties remain focused on the issue, avoiding personal emotions during the discussion. Talk through the problem professionally without attaching a particular person or group to it.Related: Conflict Management Skills: Definition, Examples and Tips3. Meet on neutral ground

Clarifying a problem or discussing a resolution should be carried out in an environment that feels safe and neutral for all parties. Such a place also enables all involved to have honest communication. Do not choose either party’s office or nearby location since it may imply one side has more influence or power over the other.Related: Conflict Negotiation: Strategies and Skills3. Let everyone have a say

Let each party have an opportunity to express their views and perceptions regarding the issue. Give them equal time to have their say. Embrace a positive approach in the meeting, and if necessary, set ground rules. Encourage all involved to share thoughts openly, comprehend the conflict’s causes and begin to identify solutions. They may find it easier to interact if they understand a shared goal to meet company objectives.Related: 7 Conflict Resolution Skills (and How To Use Them at Work)4. Agree on a solution

After listening to both parties, take time to investigate the case. Do not prejudge or come up with a final verdict based on what was said. Dig deeper and find out more about the happenings, involved parties, the issues and how people are feeling. Also, try finding any underlying conflict sources that may not be evident or noticeable at first. After visiting each possible option, determine which one will be most favorable to everyone involved. Each party should provide an acknowledgment that the proposed solution is the best one possible.Related: Best Practices for Resolving Conflict in the Workplace5. Determine each side's role in the solution

By now, both sides have had a say in negotiating a reasonable solution. However, for it to be effective, each party must feel the solution is just and fair. Ideally, both sides will now understand the other's side. Oftentimes, the conflict can be resolved just through facilitated, open dialogue. This step requires some time and effort as both parties work to set aside their differences and preferences and find common ground to work toward resolution. Then, work with both sides to come up with a list of steps to achieve the agreed-on resolution.Related: How To Become a Conflict Resolution SpecialistBenefits of conflict resolution

Effective conflict resolution offers many benefits, such as:Builds strong relationships

Effective conflict resolution skills can serve to reduce any discontent that could damage working relationships, facilitate better collaboration between coworkers and, as a result, construct strong working relationships between employees.Maintains morale

Resolving conflicts effectively can prevent tension between disagreeing employees from spreading to other employees not involved in the original conflict. A quick, amicable resolution can help maintain peace and morale in the workplace and prevent disruptions in productivity.Related: 9 Tips for Being Positive at WorkAchieves goals

Resolving conflict can help opposing parties be more productive and help them move toward their goals. After a resolution, they can work more efficiently—and together—by focusing on goals rather than the conflict.Reduces stress

Resolving conflict can reduce the stress levels of conflicting parties, their managers and the colleagues and customers they interact with. Reducing stress is important for physical and mental well-being. People with lower stress levels also find it easier to focus and engage with their roles.Provides insight

Resolving conflict provides the opportunity to understand a different point of view. Sometimes discussing the reasons why someone has a different perspective to your own can give you new insights. These insights can make you a more accepting person or help you solve problems in new ways.Improves retention

Employees may be more likely to seek other employment if they're experiencing conflict at work. Conflict resolution can encourage them to stay with the company, allowing it to retain the skills and knowledge of their experienced employees.Upgrade your resume

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Tips for using conflict resolution strategies

Here are some tips to help you effectively negotiate conflict resolutions in the workplace:Set ground rules, like having each side use “I” instead “you” words that may imply blame.

Be an active listener and use positive body language to show you are attentive and following along. 

Remain professional and unbiased in all interactions to earn and maintain both sides’ respect.

Avoid meeting with people individually. Group meetings ensure there are no doubts about any special treatment behind closed doors.

Know when to take a break when emotions are running high or nerves need calming.

Bring in someone else to act as a mediator if needed, as this will showcase your integrity and earn respect from both sides.