Conflict Resolution

What Is Conflict Resolution?

Conflict resolution is a way for two or more parties to find a peaceful

solution to a disagreement among them or in other words it is the
process in which two or more parties work towards a solution to a
problem or dispute .The disagreement may be personal, financial,
political, or emotional. When a dispute arises, often the best course of
action is negotiation to resolve the disagreement.

In the workplace, there can be a variety of types of conflict:

 Conflict may occur between co-workers, or between supervisors

and subordinates, or between service providers and their clients
or customers.
 Conflict can also occur between groups, such as management
and the labor force, or between whole departments.

The Conflict Resolution Process

The resolution of conflicts in the workplace typically involves some or

all of the following processes:

1. Recognition by the parties involved in a problem that exists.

2. Mutual agreement to address the issue and find some
resolution.
3. An effort to understand the perspective and concerns of the
opposing individual or group.
4. Identifying changes in attitude, behavior, and approaches to
work by both sides that will lessen negative feelings.
5. Recognizing the issue that triggers to episodes of conflict.
6. Interference by third parties such as Human Resources
representatives or higher level managers to mediate.
7. Willingness by one or both parties to compromise.
8. Agreement on a plan to address differences.
9. Monitoring the impact of any agreements for change.
10. Disciplining or terminating employees who oppose efforts to
defuse conflicts.
 11. Change, arguments, and disputes are inherent in our everyday
lives as well as in the routine of any operating organization.
Conflicts, especially, may arise due to incompatibility of goals,
emotions, behaviors, or attitudes between two or more parties.
The ability to intervene and find a solution to ease or completely
eliminate such disagreements is known as one’s conflict
resolution skills.
12. Effective conflict resolution skills are essential to a healthy
workplace environment because they help in saving time,
money, relationships, as well as minimize the distraction for
employees from their jobs. However, managers with weak
conflict resolution skills risk placing huge burden on their staff,
becoming a liability for the overall organization.
BENEFITS OF CONFLICT RESOLUTION:
Following are some of the benefits of conflict resolution that will
highlight its importance:

 Acquire strong relationships. Having good conflict resolution skills

help employees to reduce the friction that damages their working
relationships. By resolving conflicts in a more professional and
respectful manner, they are enabled to collaborate better with co-
workers, building stronger work relationships.
 Reduce disruption. Employees with poor conflict resolution skills
cause a tension to build in the face of any disagreement, which then
spreads to other employees who may not have been involved
originally. By training employees for conflict resolution, such
disruptions can be minimized and a better working environment can
be created.

How to improve conflict resolution skills/ Do’s of Conflict Resolution

Knowing that unaddressed conflicts can negatively influence the
teamwork within an organization as well as its overall productivity,
following measures must be taken to improve conflict resolution
skills:

 Untie the person from the problem. It is mandatory that you separate
the people from the underlying problem while attempting to resolve it.
 Focus on the issue or the process and avoid attaching a particular
person or group to it.
 Provide a neutral environment to clarify the problem. While
discussing the resolution of a conflict, ensure that it’s being done in a
safe and neutral environment. If possible, act as a mediator to
establish guidelines for a professional and respectful interaction as
well as for determining the factors causing the dispute.
 Come up with a complete list of options. Brainstorm and explore all
ideas for a win-win solution. Make sure that all parties are given an
equal opportunity to share their concerns and opinions.
 Agreement on a proposed solution. Determine a formal or informal
process for the agreement and acknowledgement that the proposed
resolution of the problem is the best one possible.

Don’ts of Conflict Resolution:

1. Don't jump to the defense.

In any conflict, whether it be professional or personal, it's easy to

jump to the defense. Your chat might include a series of "no's" and
"yes, but" statements that show that you're unable to see another
perspective. Take it as an opportunity to see things from a different
point-of-view. Just as you have your opinion, they have theirs, and
refusing to hear their point of view creates an impossible scenario to
navigate. Instead, change those "yes, but" statements into "I
understand, and" statements that build off one another, rather than
tearing each other down.

2. Don't point fingers.

On the opposite side, jumping on the offensive is also disrespectful

and creates a negative foundation where a final solution is often
hopeless. The best way to solve a conflict is by allowing each person
to frame their argument without being blamed or shut down.
3. Let the person explain themselves, and actively listen.

Listening is a huge aspect of conflict resolution but is often

overlooked. Your goal is often to get your voice in as much as
possible so that you can explain every little detail of your argument
and try to get the opposing party to see your side.

Instead, let the other person explain themselves, uninterrupted. You

may find that you misinterpreted their original argument and you'll be
more equipped to handle compromising or collaborating on a new
solution when you've taken the time to listen, think, and plan.

4. Use "I" statements.

Similarly to pointing fingers, a series of statements that begin with

"you" clearly come off as blaming. Thus, using "I" statements, such
as "I feel like I'm not getting the chance to explain myself" rather than
"You're not listening to me" can totally transform your conversation.
These sentences will make your argument more about your emotions,
opinions, personal beliefs, and morals, rather than about all the
things you don't like about the opposing party.

5. Maintain a calm tone.

No effective conflict resolution was ever born from anger and tears.
You need to remain level-headed in order to think sensibly about a
solution that soothes both parties. Wait until you've let out your
emotions before you plan a time to meet and discuss with the
opposing party. When you enter the conflict resolution meeting, you
should be calm and ready to debate with consideration for differing
perspectives.

6. Show willingness to compromise or collaborate.

Depending on the situation, other conflict management styles may be
more effective. For smaller, trivial conflicts, avoiding them may make
sense. However, in most other significant conflicts, it's essential to
come to some sort of agreement between both parties. Thus, you
sometimes need to let go of your pride and your grip on your
argument. Show the opposing party that, as much as you care about
the conflict and about your side, you care more about coming to a
solution that pleases everyone and has the necessary impact.
7. Don't talk behind people's backs

What happens between you and the opposing party should stay
between you and them, unless it is absolutely necessary to divulge
the details of your conflict. Conflict resolution should always be built
on honesty with one another and trust that what was said will remain
secret. While you may sometimes have the urge to vent, consider
other options without affecting the reputation of that person.

8. Don't take anything personally

A conflict with a customer or team member is typically not a conflict

with you, personally. It usually involves your professional role or
something that occurred to or with you. Many people get defensive or
upset or refuse to budge on an argument because they cling to their
viewpoint as a part of themselves. If you can learn to separate
yourself from the conflict, it will be a lot easier to accept compromise
or an unanimous solution that is better for all parties involved.

9. Pay close attention to nonverbal communication.

It is important to pay attention to nonverbal communication with

people who don’t like conflict and won’t always be transparent with
you. Body language can tell you when someone is saying one thing
but means another. By being emotionally aware, you can notice when
someone's posture, gestures, or facial expressions differ from their
words. When someone says "I'm fine," you can tell they're not fine if
they avert their eyes. Then, you can create an environment that makes
that person feel more comfortable being honest with you.
10. Prioritize resolving the conflict over being right.

A conflict in the workplace is typically one that involves more than

just you. Perhaps it's a frustrating call with an angry customer or an
issue with a policy change implemented by your manager. Whatever it
may be, the situation goes beyond you.

Thus, when you're trying to resolve the conflict, you might need to
take a step back and assess the situation in such a way. Recognize
that, even if you have a strong opinion on one end, it might be
beneficial to wave the white flag if it ultimately improves the
conditions for everyone else. Conflict resolution is occasionally about
making those sacrifices.

11. Know when to apologize and forgive

Two of the hardest words to say are, "I'm sorry." It's not easy to
apologize when you feel like you were right all along. Don't let your
stubborn attitude and pride that discourage you from making amends
with the opposing party.

In an instance when the party might be responsible for apologizing to

you, you may feel so annoyed up about comments they made that you
don't think you can forgive them. However, these relationships are
professional, first. Put aside your personal annoyances and forgive
that person. This will make for a healthier relationship moving
forward.

12. Focus on the conflict at hand and not past ones.

In attempting to resolve a conflict, you may start getting frustrated

with the other person. This can bring up memories of past conflicts
you've had with that person. And, in the heat of the moment, it can
feel like the perfect time to bring those up, too. So, any pent-up
frustrations about past conflicts that were never resolved should not
be brought up later on when trying to resolve a different conflict.
 13. Use humor, when appropriate

Using humor to lighten the mood during conflict resolution is only

appropriate in conflicts that are not personal. You never want to
offend someone by making a joke about something that is a sensitive
topic.

Instead, consider this to be a tool to make you both loosen up and

feel more comfortable discussing a solution. Read the opposing
party, and use your best judgment to decide if humor is something
they would appreciate. Sometimes, that's all it takes to end an
argument and turn it into a constructive conversation.

14. Remember the importance of the relationship

At the end of the day, a conflict is usually one small roadblock

otherwise, a healthy relationship. We need to take up a stand whether
we are willing to ruin a relationship over it or not and if not then
breathe and take it as it goes. In most cases, you won't even
remember the conflict after some time has passed. So, learn to put
your relationships first. That will create a more collected and
respectful conflict resolution process.

3 Tips to Improve Conflict Resolution Skills

1. Practice active listening and communication skills. Practice to listen
to what the other person has to say, without interrupting.
2. Stay calm and recognize the conflict. Being calm and aware of your
emotions are vital aspects of conflict resolution.
3. Maintain a positive attitude and practice managing your emotions.