CONFLICT
RESOLUTION
What are conflicts?
There are many different types of conflicts we
experience in our lives:
• community conflict
• economic conflict
• emotional conflict
• family conflict
• group conflict
• interpersonal conflict
Cont..
• intrastate conflict (for example: civil
wars, election campaigns)
• military conflict
• racial conflict
• relationship conflict
• workplace conflict
Communication skills or the lack of –
often contribute to various types of
conflicts.
What Doesn’t Work?
• Yelling, refusing to change or compromise,
refusing to work out the conflict, name
calling, hitting, walking out, belittling, etc.
What Does Work?
• Negotiation, Mediation, Looking at
both sides, A Win-Win attitude.
When is Conflict Positive?
• When we are able to resolve internal and
interpersonal conflicts, using win-win
problem solving.
Every relationship will have some conflicts
at some time or other.
• when we use win-win problem solving, it
strengthens the relationship.
• when we don’t, it destroys it.
Who Owns the Problem?
• The person who is negatively affected by the
Problem
What is the Owner’s
responsibility?
• To find a way to resolve the problem, even if
he is not the cause of it.
• What are some
positive constructive
methods to resolve
conflict?
Constructive Conflict Resolutions
• Accommodation
• Compromise
• Concession
• Consensus
10
Cont..
• The following list describes four
constructive ways to resolve conflicts:
• Accommodation – Both individuals “agree
to disagree.” They accept differences and
agree not to let these differences grow
into major problems.
• Compromise – Both individuals give in
and find an agreement they can both live
with. The result is based on a
combination of their views.
Cont..
• Concession – One individual agrees to
give in to the other.
• Consensus - Both individuals are able to
see each other’s point of view and
choose a solution good for both of them.
Steps in Conflict Resolution
Define the problem
Suggest a Solution
Evaluate a Solution
Steps in Conflict
Resolution
Compromise
Brainstorm
Seek Mediation
13
Cont.
• Define the problem - Each party takes a
turn describing the problem from his or
her point of view. Participants should
show respect for each other.
• Suggest a solution - Each party suggests
a solution.
• Evaluate a solution - The solutions are
discussed. Each party explains the part of
a suggestion that (1) they agree with, and
(2) they cannot accept.
Cont.
• Compromise - If the parties are fairly
close to agreeing, they may compromise
or settle the dispute by each agreeing to
give up something.
• Brainstorm - If the parties cannot
compromise, they brainstorm different
ways to approach the problem and try
again to reach a compromise.
• Seek mediation - If no solution is reached,
the parties invite a third party to listen and
make suggestions.
Learn to Negotiate Effectively
• Think win/win
• Beware of defensive behaviors
• Know that negotiating styles
vary
Think Win/Win
• Three basic approaches to
negotiations:
⚬ Win/Lose
⚬ Lose/Lose
⚬ Win/Win
The Win/Lose Strategy
• Attempt to achieve your goals at the
expense of others
• Short-term solution only
• Doesn’t address the underlying problem
• Loser feels frustrated which seeds
another conflict
• Use when two factions simply cannot
agree or cannot talk to each other
The Lose/Lose Strategy
• Both parties give up something and may
feel frustrated
• Can be applied when
⚬ There is little time to find a solution
⚬ Negotiations are at a standstill
⚬ To remove a conflict completely
• Union-management disputes often fall
into this trap
The Win/Win Strategy
• Fix the problem, not the blame
• Not a “we versus they” approach
• Work toward a mutually satisfying
solution
• Resolution will be based upon the merits
of the case and not through political or
personal influence
The Win/Win Strategy
• Process should be
⚬ Flexible
⚬ Sensitive
⚬ Patient
⚬ Calm
• Most vital skill is
listening
Beware of Defensive Behaviors
• When one person becomes defensive,
others may mirror the behavior
• We often become defensive when we
feel our needs are being ignored
• Progress is stopped because people
stop
⚬ Listening
⚬ Thinking
