Conflict Resolution
Introduction
“Whenever you’re in conflict with someone, there is one factor that can
make the difference between damaging your relationship and
deepening it. That factor is attitude.”
—William James
2
Causes of Conflict
Conflict often arises because you:
• Have different points of view.
• Communicate with one another differently.
• Spend large amounts of time together.
• Depend on one another to “get the job done.”
• Have established expectations of one another that are not
communicated and then not met.
3
Causes of Workplace Conflict (cont.)
Conflict does not always have to be negative. When employees are able
to challenge one another’s ideas in a supportive environment, new
ideas are generated and fostered.
It is important to remember that conflict will always exist between
employees. Effective supervisors have the skills to manage the conflict
process and turn disagreements into ideas.
4
Causes of Workplace Conflict (cont.)
Examples of Healthy vs. Damaging Conflict
Healthy conflict: Damaging conflict:
• Disagreements communicated in • Name calling.
a supportive environment that • Personal attacks.
foster the generation of new ideas • Employees becoming silent,
or ways to problem-solve. withdrawn and/or afraid to speak
• Tension that increases awareness up.
• Cliques, gossip and rumors.
or sheds light on a growing
• Lack of mutual respect.
workplace problem.
5
Importance of Resolving Conflict
(cont.)
In extreme instances, unresolved conflict can lead to violent or
aggressive situations.
• Employees may become injured.
• The company may have legal risks associated with violent situations in
the workplace.
• Work can slow dramatically or halt altogether.
6
Methods of Resolving Conflict
There are five basic ways of handling conflict in the workplace:
• Competing.
• Collaborating.
• Compromising.
• Avoiding.
• Accommodating.
There is no one way to resolve a conflict, and often managers need to use multiple
methods to reach a resolution.
(Source: Thomas-Kilmann Conflict Mode Instrument)
7
Methods of Resolving Conflict -
Competing
Competing
The competing method involves handling the conflict through unilateral
decision-making. This approach is most appropriately used by
managers and leaders in the workplace.
The competing method is used primarily for:
• Situations that involve quick action.
• Instances in which there is no compromise or debate.
• Situations requiring the need to make hard or unpopular decisions.
8
Methods of Resolving Conflict -
Collaborating
Collaborating
The collaborating method involves handling the conflict through team
input. This technique is particularly useful if all parties in the conflict want
to find a resolution but are unable to agree on what the resolution should
be.
The collaborating method is used primarily for:
• Gaining support from the team.
• Using the different perspectives as an opportunity to learn.
• Improving relationships through collaboration.
9
Methods of Resolving Conflict -
Compromising
Compromising
The compromising method involves handling the conflict by reaching a
resolution that involves a “win” on both sides of the table.
The compromising method is used primarily for:
• Resolving issues of moderate to high importance.
• Finding a solution that involves equal power and strong commitment on
both sides.
• Situations needing a temporary fix.
• Backing up a decision that was made using the competing or
collaboration methods.
10
Methods of Resolving Conflict -
Avoiding
Avoiding
The avoiding method is a way of handling conflict by making an active
decision not to handle the conflict. This approach is best used for
situations that are not related to work and that should be solved
through another means.
The avoiding method is used primarily for:
• Unimportant or nonwork-related issues.
• Buying time until a resolution can be reached.
• Recognizing issues as symptoms.
11
Methods of Resolving Conflict -
Accommodating
Accommodating
The accommodating method is a way of handling conflict by allowing
the other side to “win.”
The accommodating method is used primarily for:
• Maintaining perspective in a conflict situation.
• Making active decisions on what can be “let go” vs. what needs
another method.
• Keeping the peace and creating goodwill.
12
Do’s and Don’ts of Resolving
Conflict
Do:
• Understand that conflicts are inevitable.
• Resolve to address conflict quickly.
• Focus on the problem.
• Be open to solutions.
• Acknowledge how employees are feeling.
• Listen actively.
13
Do’s and Don’ts of Resolving
Conflict (cont.)
Don’t:
• Focus on personality traits that cannot be changed.
• Interrupt.
• Attack.
• Disregard the feelings of employees.
• Avoid the conflict.
• Allow emotions to take over the conversation.
• Impose personal values or beliefs.
14
