Conflicts are struggles that can arise during an active disagreement of opinions or

interests, so it’s important to understand how to navigate and resolve them. In the
workplace, there are many instances in which conflict can happen between
coworkers, and when it does, it is important to resolve the situation before it
escalates.In this article, we discuss five conflict resolution strategies, how to use
them in the workplace and the benefits of conflict resolution.Key takeaways:
 Conflict often is a byproduct when there’s human interaction, so responding
professionally requires conflict-resolution strategies.
 When a dispute arises, the best course of action is to use negotiation to
resolve the problem.
 The most common set of negotiation strategies, known as the Thomas-
Kilmann model, identifies five different approaches to resolution.

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 Them
5 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 include
1. 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 Examples
2. 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 Types
3. 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
Training
4. 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 Examples
5. 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 Examples
How 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
Management
2. 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 Tips
3. 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 Skills
3. 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 Workplace
5. 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 Specialist
Benefits 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 Work
Achieves 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.
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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.