Conflict Resolution

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Conflict Resolution

• 
  Source Mind Tools

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What is Conflict Resolution?

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

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Thomas Kilmanns 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 ones own needs.
• Avoiding Evading the conflict completely.

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Thomas Kilmanns style
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The Interest Based Relational Approach
Respects individual differences while helping
people avoid becoming too entranced in a fixed
position.

• 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

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Conflict Resolution The Process

• Step One Set the scene
• Use active listening skills
• Restate
• Paraphrase
• Summarise

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Conflict Resolution The Process

• Step Two Gather Information
• Focus on work issues leave personalities out of
  the discussion
• See the conflict from the other persons point of
  view
• Identify issues clearly and concisely
• Remain flexible
• Clarify feelings

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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

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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

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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.

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