Conflict Resolution

Source: Mind Tools

Conflict Resolution is a way for two or more parties to find a peaceful solution for a disagreement among them.

What is Conflict Resolution?

Competitive : Usually taken by one who is in a position of power. Can leave people leaving resentful.

Collaborative : Trying to meet the needs of all involved. Highly assertive , cooperative and acknowledges all individuals involved.

Compromising : Trying to find a solution which partially satisfies everyone.

Accommodating : A willingness to meet the needs of others at the expense of one’s own needs.

Avoiding: Evading the conflict completely.

Thomas & Kilmann’s style

Thomas & Kilmann’s style

While using this approach, one must follow these rules: Good relationships are the first

priority Keep people and problems separate Pay attention to the interests being

presented Listen first; talk second Set out the facts Explore options together

The “Interest Based Relational Approach”

Respects individual differences while helping people avoid becoming too entranced in a fixed position.

Step One: Set the scene

Use active listening skills

Restate

Paraphrase

Summarise

Conflict Resolution – The Process

Step Two: Gather Information

Focus on work issues & leave

personalities out of the discussion

See the conflict from the other

person’s point of view

Identify issues clearly and concisely

Remain flexible

Clarify feelings

Conflict Resolution – The Process

Step Three: Find areas of agreement Agree on the problem Agree on the procedure to follow Agree on worst fears Agree on some change to give an experience of

success

Conflict Resolution – The Process

Step Four: Brainstorm Possible Solutions

Generate multiple alternatives

Determine actions to be taken

Determine what to do if conflict goes un-resolved

Conflict Resolution – The Process

Step Five: Negotiate a solutionThe 3 guiding principles while negotiating: Be calm Be patient Have respect towards all involved

Listening carefully, exploring facts, issues and possible

solutions properly will help in resolving conflicts

effortlessly.

Conflict Resolution – The Process