Conflict

resolution
 Conflict resolution is the process that two or more parties use to find a cordial solution to a
problem. Conflicts can occur between friends and family members, but also between
coworkers, clients, and customers. In the workplace, having poor conflict resolution skills can
reflect very negatively on your organization.
What is
Conflicts are natural in both personal and professional relationships, and you shouldn’t try to
conflict find a way to avoid conflicts. Instead, you should work on your conflict resolution skills.
Having good conflict resolution skills means you can resolve a problem or dispute in a
positive way and still maintain a healthy and happy relationship with the other party
resolution? involved.

Having poor conflict resolution skills is only going to make these inevitable situations so
much harder for you. Not only will it take longer to resolve a dispute, but also it can result in a
larger argument that could have a significant impact on the relationship between the two
parties.
Why is conflict resolution important?

- Conflict resolution is crucial for both the workplace and client relationships.
- Conflict resolution brings people together to figure out a solution to a problem rather
than pulling them apart.
- Conflict resolution also means that issues will get resolved much faster, which can
lead to greater efficiency in the workplace. Rather than dwelling on an issue for hours
or even days, you can resolve the issue quickly and effectively so everyone can get
back to work.
-Conflict resolution can improve colleague relationships, employee performance, and retention

rates. Knowing how to resolve conflicts with clients can also help improve client retention and

maintain strong brand identity and trustworthiness.

-Conflict resolution builds teamwork, as it brings people together to resolve an issue. Conflict

resolution is essential in order to build strong working relationships that are based on mutual

respect and trust.

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Conflict resolution skills
• Conflict resolution doesn’t come
easily to everyone. Some people
naturally default to unhealthy
responses, even if it’s not what they
intend to say. This is why it’s crucial
to know important conflict
resolution skills. Instead of
handling a situation with anger and
resentment, conflict resolution
skills teach you to respond in a
calm and non-defensive manner.
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 Active listening
• The first step in resolving a problem is taking the time to listen to what the other party has to say. It’s easy to assume
that you’re the right one in the situation and dismiss the other person’s thoughts, but that mindset doesn’t help resolve
the issue. Instead, it’s imperative to do active listening.

• Active listening entails focusing on what the other person has to say, staying quiet as they speak, and listening to how
they phrase things. Genuinely listening to their questions and concerns with open ears shows them that you care about
what they’re saying, establishing a sense of respect. You should always go into conflict resolution with an open mind so
that you can truly see where the other person is coming from.

• If the other person phrases things in a certain way, you should phrase your words in the same way back to them. If
you’re confused about something they said, ask questions. This indicates that you actually listened to them, which
shows that you care about resolving the issue at hand. Actively listening to the other party during a conflict is arguably
one of the most important skills to have when it comes to conflict resolution.
 Communication
• Communication is key in every relationship, whether it be professional or personal. If you don’t
communicate your thoughts and feelings to the people around you, how can you expect them to
understand how you feel?

• Although it might be tempting to remain closed off after an argument, that's not the best way to
resolve the issue. You need to nurture the relationship to ensure it heals post-conflict by having an
open line of communication for both parties. Everyone involved in the conflict should feel
comfortable openly discussing their thoughts and feelings in order to come to a resolution
together.

• Communication is also key to ensuring the relationship stays healthy in the long term. You want to
create a workplace environment that encourages inclusion, so no one feels judged or afraid to
speak their mind about a dispute or argument. Open communication can also prevent an issue
from escalating.

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 Don’t place blame
• The last thing you want to do during a conflict is place blame on one another. You shouldn’t point
fingers, as this can escalate the conflict and make matters worse. Instead, create a safe
environment that doesn’t place blame on one specific person.

• You should also avoid going on the offensive, as this can make it more difficult to find a solution.
Instead, everyone should have an equal chance to speak without being shut down. It’s crucial to let
everyone get their feelings and thoughts out on the table.

• When you’re faced with a conflict at work or in your personal life, all the parties involved should
work together to resolve it. No one specific person should be held responsible for finding the
solution. Working together to find a solution will not only resolve the issue faster, but it will also
bring everyone together and encourage teamwork.

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 Remaining calm
• Sometimes, our natural response during an argument is to let emotions like anger and frustration take control,
but that seldom results in a resolution. Your tone of voice goes a long way in a conversation, which is why it’s
important to remain calm when resolving a conflict. Although it might be hard to stay level-headed during a
disagreement, it’s necessary so that you don’t exacerbate the issue.

• This is also why it’s a good idea to wait after the initial argument before having another conversation. In the
heat of the moment, it’s easy for your emotions to take over and say things you don’t mean. Instead, give
yourself some time for your emotions to pass before you immediately jump into conflict resolution. That way,
you and the other party can take time to reflect on the disagreement and think critically about what happened
and why. You should feel calm and composed when entering into conflict resolution and make sure you get
your thoughts together beforehand so you know exactly what to say, and how to say it.

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 Collaboration
In a conflict, both parties often believe they’re in the right, which is why it’s important to collaborate
and find common ground and compromise. Conflict resolution is a joint effort. You can’t expect one
party to come to the solution all by themselves. Instead, you need to work together to reach a solution
that works for everyone. Having the willingness to collaborate will also show the other party that you’re
able to put your differences aside to come to a conclusion as a team.

Collaboration ensures that all parties are heard, so the solution won’t favor one person over the other.
Working together also means that you’ll likely come to a conclusion much faster. Collaboration means
letting go of your pride and working together so you can resolve the issue at hand.

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Strategies of conflict resoution

When addressing conflict, there are various strategies that you can follow. All of these strategies are often
used in the court of law, but they can be applied to any sort of conflict situation, including in the
workplace.

Following these strategies can ensure a positive outcome from the dispute. Everyone has a different way of
handling conflicts, but here are some examples of helpful conflict resolution strategies that may work for
you:

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 Negotiation

• Most people are familiar with having a mediator

• Negotiating can be hard, but it’s crucial when it comes from back in our elementary school days, but this
to conflict resolution. Negotiating means putting your strategy can still be applied even in the workplace.
The mediation strategy involves enlisting a neutral,
differences aside and working together to come to a unbiased third party who can help you come to a
conclusion. Negotiation helps you build better conclusion. Sometimes, having another person
involved in a discussion is all you need to find a
relationships in the workplace because it shows that solution.
you’re willing to let go of your ideals to find a solution
• With a mediator, you’re able to get a completely
that works for everyone involved. When you can unbiased opinion of the situation. For example, if
successfully negotiate a solution with someone, that you’re having an argument over a project with a
coworker, you can ask another coworker who is
puts you ahead in the workplace and will lead to unrelated to the project to be your mediator. This
way, they can give an opinion that’s simply based
greater efficiency.
on facts and isn’t influenced by personal feelings.
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Arbiteration

Arbitration involves having a third party that acts as a “judge” who will make the final decision to
end the dispute. This person will listen to both sides of the argument and then come to a decision
based on the evidence that is presented to them. This decision will be final and the parties
involved in the dispute cannot appeal the decision. However, they can try to negotiate certain
aspects of the decision.

The goal of this strategy is to have a completely unbiased third opinion who makes a decision that
is based fully on the evidence that was presented to them.

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Litigation

In litigation, the parties involved in the dispute will go in front of a judge or a judge
and jury who will hear both sides of the argument, weigh the evidence, and then
make a decision. The judge and jury can just be any people who are not directly
involved in the conflict.

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