Conflict Resolution

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Conflict Resolution:

Conflict Resolution Source: Mind Tools

What is Conflict Resolution?:

Conflict Resolution is a way for two or more parties to find a peaceful solution for a disagreement among them. What is Conflict Resolution?

Thomas & Kilmann’s style:

Competitive : Usually taken by one who is in a position of power. Can leave people leaving resentful. Collaborative : Trying to meet the needs of all involved. Highly assertive , cooperative and acknowledges all individuals involved. Compromising : Trying to find a solution which partially satisfies everyone. Accommodating : A willingness to meet the needs of others at the expense of one’s own needs. Avoiding : Evading the conflict completely. Thomas & Kilmann’s style

Thomas & Kilmann’s style:

Thomas & Kilmann’s style

The “Interest Based Relational Approach”:

While using this approach, one must follow these rules: Good relationships are the first priority Keep people and problems separate Pay attention to the interests being presented Listen first; talk second Set out the facts Explore options together The “Interest Based Relational Approach” Respects individual differences while helping people avoid becoming too entranced in a fixed position.

Conflict Resolution – The Process:

Step One: Set the scene Use active listening skills Restate Paraphrase Summarise Conflict Resolution – The Process

Conflict Resolution – The Process:

Step Two: Gather Information Focus on work issues & leave personalities out of the discussion See the conflict from the other person’s point of view Identify issues clearly and concisely Remain flexible Clarify feelings Conflict Resolution – The Process

Conflict Resolution – The Process:

Step Three: Find areas of agreement Agree on the problem Agree on the procedure to follow Agree on worst fears Agree on some change to give an experience of success Conflict Resolution – The Process

Conflict Resolution – The Process:

Step Four: Brainstorm Possible Solutions Generate multiple alternatives Determine actions to be taken Determine what to do if conflict goes un-resolved Conflict Resolution – The Process

Conflict Resolution – The Process:

Step Five: Negotiate a solution The 3 guiding principles while negotiating: Be calm Be patient Have respect towards all involved Listening carefully, exploring facts, issues and possible solutions properly will help in resolving conflicts effortlessly. Conflict Resolution – The Process

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