Conflict Resolution

Click here to view a video that explains how to resolve conflict.

When working together as a team, the conflict will inevitably arise. The following steps need to be taken/process followed to resolve the conflict:

• Gather information: identify key issues without making accusations.
• Focus on what the issues are, not who did what.
• Avoid accusations, finding fault, calling names.

The Conflict Resolution Process

Each party states their position and how it has affected them; others listen attentively and respectfully without interruption in turn repeat or describe as best they can the other's position to the listener's satisfaction (c.f. Franklin Covey's fifth habit "Seek first to understand, then to be understood") tries to view the issue from other points of view beside the two conflicting ones brainstorms to find the middle ground, a point of balance, creative solutions, etc. volunteers what he or she can do to resolve the conflict or solve the problem.

Then:

• Al agreement is reached with agreed-upon actions for both parties (formal or less formal).
• A procedure is identified should a disagreement arise again.
• Progress is monitored.
• Progress is rewarded or celebrated.

Each party in collaborative conflict resolution should feel empowered to speak their mind, feel listened to, and feel they are a critical part of the solution. So also, each is obligated to respect and listen to others, try to understand their point of view; and actively work toward a mutual decision.

If the conflict cannot be resolved in this manner, mediation by a third, neutral party (as in peer mediation); or arbitration (enforced resolution by a neutral authority) are options.

Building Tolerance for Group Differences

Whether the conflict is a classroom real-life simulation exercise or an ongoing emotional experience, learning ways to resolve issues and collaboratively work through responses and solutions will teach you skills that can be applied in other settings.

It can help you to:

• Accept differences
• Recognize mutual interests
• Improve persuasion skills
• Improve listening skills
• Break the re-active cycle or routine
• Learn to disagree without animosity
• Build confidence in recognizing win-win solutions
• Recognize/admit to/process anger and other emotions
• Solve problems – don’t avoid them!