examples problem solving conflict resolution

• Business Essentials
• Leadership & Management
• Credential of Leadership, Impact, and Management in Business (CLIMB)
• Entrepreneurship & Innovation
• Digital Transformation
• Finance & Accounting
• Business in Society
• For Organizations
• Support Portal
• Media Coverage
• Founding Donors
• Leadership Team

• Harvard Business School →
• HBS Online →
• Business Insights →

Business Insights

Harvard Business School Online's Business Insights Blog provides the career insights you need to achieve your goals and gain confidence in your business skills.

• Career Development
• Communication
• Decision-Making
• Earning Your MBA
• Negotiation
• News & Events
• Productivity
• Staff Spotlight
• Student Profiles
• Work-Life Balance
• AI Essentials for Business
• Alternative Investments
• Business Analytics
• Business Strategy
• Business and Climate Change
• Creating Brand Value
• Design Thinking and Innovation
• Digital Marketing Strategy
• Disruptive Strategy
• Economics for Managers
• Entrepreneurial Marketing
• Entrepreneurship Essentials
• Financial Accounting
• Global Business
• Launching Tech Ventures
• Leadership Principles
• Leadership, Ethics, and Corporate Accountability
• Leading Change and Organizational Renewal
• Leading with Finance
• Management Essentials
• Negotiation Mastery
• Organizational Leadership
• Power and Influence for Positive Impact
• Strategy Execution
• Sustainable Business Strategy
• Sustainable Investing
• Winning with Digital Platforms

5 Strategies for Conflict Resolution in the Workplace

• 07 Sep 2023

Any scenario in which you live, work, and collaborate with others is susceptible to conflict. Because workplaces are made up of employees with different backgrounds, personalities, opinions, and daily lives, discord is bound to occur. To navigate it, it’s crucial to understand why it arises and your options for resolving it.

Common reasons for workplace conflict include:

• Misunderstandings or poor communication skills
• Differing opinions, viewpoints, or personalities
• Biases or stereotypes
• Variations in learning or processing styles
• Perceptions of unfairness

Although conflict is common, many don’t feel comfortable handling it—especially with colleagues. As a business leader, you’ll likely clash with other managers and need to help your team work through disputes.

Here’s why conflict resolution is important and five strategies for approaching it.

Access your free e-book today.

Why Is Addressing Workplace Conflict Important?

Pretending conflict doesn’t exist doesn’t make it go away. Ignoring issues can lead to missed deadlines, festering resentment, and unsuccessful initiatives.

Yet, according to coaching and training firm Bravely , 53 percent of employees handle “toxic” situations by avoiding them. Worse still, averting a difficult conversation can cost an organization $7,500 and more than seven workdays.

That adds up quickly: American businesses lose $359 billion yearly due to the impact of unresolved conflict.

As a leader, you have a responsibility to foster healthy conflict resolution and create a safe, productive work environment for employees.

“Some rights, such as the right to safe working conditions or the right against sexual harassment, are fundamental to the employment relationship,” says Harvard Business School Professor Nien-hê Hsieh in the course Leadership, Ethics, and Corporate Accountability . “These rights are things that employees should be entitled to no matter what. They’re often written into the law, but even when they aren’t, they’re central to the ethical treatment of others, which involves respecting the inherent dignity and intrinsic worth of each individual.”

Effectively resolving disputes as they arise benefits your employees’ well-being and your company’s financial health. The first step is learning about five conflict resolution strategies at your disposal.

Related: How to Navigate Difficult Conversations with Employees

While there are several approaches to conflict, some can be more effective than others. The Thomas-Kilmann Conflict Model —developed by Dr. Kenneth W. Thomas and Dr. Ralph H. Kilmann—outlines five strategies for conflict resolution:

• Accommodating
• Compromising
• Collaborating

These fall on a graph, with assertiveness on the y-axis and cooperativeness on the x-axis. In the Thomas-Kilmann model, “assertiveness” refers to the extent to which you try to reach your own goal, and “cooperativeness” is the extent to which you try to satisfy the other party’s goal.

Alternatively, you can think of these axis labels as the “importance of my goal” and the “importance of this relationship.” If your assertiveness is high, you aim to achieve your own goal. If your cooperativeness is high, you strive to help the other person reach theirs to maintain the relationship.

Here’s a breakdown of the five strategies and when to use each.

1. Avoiding

Avoiding is a strategy best suited for situations in which the relationship’s importance and goal are both low.

While you’re unlikely to encounter these scenarios at work, they may occur in daily life. For instance, imagine you’re on a public bus and the passenger next to you is loudly playing music. You’ll likely never bump into that person again, and your goal of a pleasant bus ride isn’t extremely pressing. Avoiding conflict by ignoring the music is a valid option.

In workplace conflicts—where your goals are typically important and you care about maintaining a lasting relationship with colleagues—avoidance can be detrimental.

Remember: Some situations require avoiding conflict, but you’re unlikely to encounter them in the workplace.

2. Competing

Competing is another strategy that, while not often suited for workplace conflict, can be useful in some situations.

This conflict style is for scenarios in which you place high importance on your goal and low importance on your relationships with others. It’s high in assertiveness and low in cooperation.

You may choose a competing style in a crisis. For instance, if someone is unconscious and people are arguing about what to do, asserting yourself and taking charge can help the person get medical attention quicker.

You can also use it when standing up for yourself and in instances where you feel unsafe. In those cases, asserting yourself and reaching safety is more critical than your relationships with others.

When using a competing style in situations where your relationships do matter (for instance, with a colleague), you risk impeding trust—along with collaboration, creativity, and productivity.

3. Accommodating

The third conflict resolution strategy is accommodation, in which you acquiesce to the other party’s needs. Use accommodating in instances where the relationship matters more than your goal.

For example, if you pitch an idea for a future project in a meeting, and one of your colleagues says they believe it will have a negative impact, you could resolve the conflict by rescinding your original thought.

This is useful if the other person is angry or hostile or you don’t have a strong opinion on the matter. It immediately deescalates conflict by removing your goal from the equation.

While accommodation has its place within organizational settings, question whether you use it to avoid conflict. If someone disagrees with you, simply acquiescing can snuff out opportunities for innovation and creative problem-solving .

As a leader, notice whether your employees frequently fall back on accommodation. If the setting is safe, encouraging healthy debate can lead to greater collaboration.

Related: How to Create a Culture of Ethics and Accountability in the Workplace

4. Compromising

Compromising is a conflict resolution strategy in which you and the other party willingly forfeit some of your needs to reach an agreement. It’s known as a “lose-lose” strategy, since neither of you achieve your full goal.

This strategy works well when your care for your goal and the relationship are both moderate. You value the relationship, but not so much that you abandon your goal, like in accommodation.

For example, maybe you and a peer express interest in leading an upcoming project. You could compromise by co-leading it or deciding one of you leads this one and the other the next one.

Compromising requires big-picture thinking and swallowing your pride, knowing you won’t get all your needs fulfilled. The benefits are that you and the other party value your relationship and make sacrifices to reach a mutually beneficial resolution.

5. Collaborating

Where compromise is a lose-lose strategy, collaboration is a win-win. In instances of collaboration, your goal and the relationship are equally important, motivating both you and the other party to work together to find an outcome that meets all needs.

An example of a situation where collaboration is necessary is if one of your employees isn’t performing well in their role—to the point that they’re negatively impacting the business. While maintaining a strong, positive relationship is important, so is finding a solution to their poor performance. Framing the conflict as a collaboration can open doors to help each other discover its cause and what you can do to improve performance and the business’s health.

Collaboration is ideal for most workplace conflicts. Goals are important, but so is maintaining positive relationships with co-workers. Promote collaboration whenever possible to find creative solutions to problems . If you can’t generate a win-win idea, you can always fall back on compromise.

Considering Your Responsibilities as a Leader

As a leader, not only must you address your own conflicts but help your employees work through theirs. When doing so, remember your responsibilities to your employees—whether ethical, legal, or economic.

Leadership, Ethics, and Corporate Accountability groups your ethical responsibilities to employees into five categories:

• Well-being: What’s ultimately good for the person
• Rights: Entitlement to receive certain treatment
• Duties: A moral obligation to behave in a specific way
• Best practices: Aspirational standards not required by law or cultural norms
• Fairness: Impartial and just treatment

In the course, Hsieh outlines three types of fairness you can use when helping employees solve conflicts:

• Legitimate expectations: Employees reasonably expect certain practices or behaviors to continue based on experiences with the organization and explicit promises.
• Procedural fairness: Managers must resolve issues impartially and consistently.
• Distributive fairness: Your company equitably allocates opportunities, benefits, and burdens.

Particularly with procedural fairness, ensure you don’t take sides when mediating conflict. Treat both parties equally, allowing them time to speak and share their perspectives. Guide your team toward collaboration or compromise, and work toward a solution that achieves the goal while maintaining—and even strengthening—relationships.

Are you interested in learning how to navigate difficult decisions as a leader? Explore Leadership, Ethics, and Corporate Accountability —one of our online leadership and management courses —and download our free guide to becoming a more effective leader.

About the Author

30 Conflict Resolution Examples

Chris Drew (PhD)

Dr. Chris Drew is the founder of the Helpful Professor. He holds a PhD in education and has published over 20 articles in scholarly journals. He is the former editor of the Journal of Learning Development in Higher Education. [Image Descriptor: Photo of Chris]

Learn about our Editorial Process

Conflict resolution refers to the process of bringing a conflict to an end in a fair, equitable, or mutually agreeable way. It’s central in a range of jobs, including social work, counselling, and diplomacy.

There are a range of frameworks, skills, and strategies that can be used to resolve conflict resolution, which I’ll explain below.

In order to demonstrate your conflict resolution skills, it’s useful to use the STAR framework. This framework is especially useful if you’re looking for ways to demonstrate your conflict resolution skills in a job interview. I’ve provided this framework at the end of this piece.

Conflict Resolution Examples

Strategies for resolving conflicts.

Let’s start with come common strategies, before looking at some specific skills for you to develop:

1. Active Listening In this approach, you focus on listening to the other person’s thoughts and feelings. You reflect these sentiments back to ensure understanding. This shows your respect for them and their viewpoint, and it encourages them to do the same for you.

2. Negotiation This is a classic use of the process to find a mutually acceptable solution. Both parties put forward their preferred outcomes, and they work together to find a middle ground that satisfies both. When agreements are built together, they are more likely to be respected.

3. Mediation When two parties fail to find a solution on their own, a neutral third party called a mediator might help. Their role is to facilitate open and efficient communication, helping each person gain a fresh perspective on the dispute.

4. Problem Solving Here, you aim to address an issue head on. You first identify the problem, then brainstorm solutions, and finally choose the best one. It’s an analytical approach where the stress lies not on fighting, but on working together to reach a beneficial result.

5. Strength-Based Approach In this strategy, you emphasize the positive qualities and potential of the people involved. This helps them to work from a position of strength, not weakness, and makes the resolution process a more wholesome experience.

6. Interest-Based Relational Approach This approach places relationships first, focusing on protecting them while still solving the dispute. When both the parties focus on each other’s needs rather than winning the argument, the conflict’s detrimental effects on their relationship can be minimized.

7. Team Building This is an indirect conflict resolution approach that aims to cultivate strong bonds between team members. This can reduce the likelihood of conflicts appearing, as team members become more understanding and patient with each other due to their emotional connection. However, this method requires consistent effort and time.

8. Facilitation This technique involves a neutral person handling the discussion process between people in a dispute. They ensure everyone has a chance to air their grievances, keeps the conversation respectful and inclusive, and guides the group towards a consensus.

9. Arbitration Similar to mediation, arbitration involves a third-party arbitrator. The main difference, however, is the arbitrator makes a decision after hearing all sides of the argument. This decision is usually binding and is often used in legal settings or labor disputes.

10. Avoidance Though this may not seem like a resolution, sometimes avoiding a conflict is a strategic move. This passive approach is best suited when the issue at hand is trivial, or more harm than good would come from addressing it.

11. Smoothing/Tamping This strategy involves minimizing the importance of the conflict in order to preserve relationships and team unity. By downplaying the disagreement and emphasizing common interests, the intensity of the conflict can be reduced.

12. Collaborative Solution This strategy requires both parties to work together closely to devise a solution. It is the more creative approach as it doesn’t involve just picking an existing option, but instead, the two parties build an entirely new one together.

13. Accommodating This is a passive approach where one party agrees to concede to the other. That person yields to the others’ demands for the sake of keeping peace. This approach is mainly used when one party values the relationship more than winning the argument.

14. Competing This strategy involves a head-on approach to the conflict, in which one party attempts to win over the other through force. It’s a win-lose scenario and is mainly utilized when one party feels they have a non-negotiable position.

15. Compromise In this approach, each party agrees to give up something in order to reach a resolution. While this may not lead to a completely satisfying outcome for either side, it does provide a quick solution that can help maintain the overall stability of the relationship or organization.

Conflict Resolution Skills

The above strategies require people with a range of valuable soft skills for resolving conflicts, including the following 15:

16. Respecting Diversity: Conflicts often arise from differences in backgrounds, cultures, or perspectives. Respecting diversity and viewing it as a strength rather than an obstacle can promote mutual understanding and resolution.

17. Communication Skills : As the bedrock of conflict resolution, effective communication involves expressing yourself clearly and listening actively. It also involves interpreting body language and non-verbal cues, which are often conduits of emotional states.

18. Empathy : This skill allows you to see the situation from the other person’s perspective. Understanding their feelings and point of view can foster a sympathetic approach to conflict resolution.

19. Patience : Conflict resolution is often a time-consuming process. It requires patience to listen to others and understand their viewpoints and even more to negotiate a satisfactory agreement.

20. Emotional Intelligence : This entails the ability to manage your emotions and understand those of others. Emotional intelligence can help prevent emotional responses from determining the outcome of conflicts.

21. Decision-Making Abilities: At times, conflict resolution implies making hard choices. Robust decision-making skills help in reaching solutions more efficiently, ensuring all parties’ needs are duly considered.

22. Flexibility: This involves being open to new ideas or ways of thinking. It enables you to adjust your perspective or compromise on certain issues to reach a resolution.

23. Problem-Solving Abilities: This encompasses generating solutions, assessing their potential impact, and implementing the most effective one. It ensures the resolution of the conflict and prevents future similar conflicts from arising.

24. Assertiveness : This skill represents your ability to speak up for your rights while respecting the rights of others. Assertiveness doesn’t mean aggressiveness; rather, it’s about expressing your needs clearly and directly.

25. Active Listening: By really hearing what the other party is saying, you can better understand their perspective. You aren’t merely listening to respond, but to gain a deeper understanding.

26. Resilience : The ability to bounce back from difficult situations and not let conflict deter you from achieving your goals . With resilience, setbacks become stepping stones to success.

27. Creativity : Effective conflict resolution can sometimes require thinking outside the box to find a solution that satisfies all parties involved. This creativity might involve developing unconventional strategies or solutions.

28. Self-Control : Being able to maintain your cool under stress is essential in conflict resolution. The ability to handle your emotions and keep them in check can prevent unnecessary escalation of conflicts.

29. Facilitation Skills: These skills can help guide the conversation toward constructive outcomes. They include ensuring everyone’s views are heard, mediating disputes, and leading the group to a consensus.

30. Adaptability: Conflict can often be volatile and unpredictable. Being able to adapt to new facts, different viewpoints, or shifts in the power dynamic is essential to successfully navigate conflict and find resolution.

Common Frameworks for Conflict Resolution

Common frameworks include:

1. Thomas-Kilmann Conflict Mode Instrument (TKI) TKI is a tool that measures a person’s behavior in conflict situations. It categorizes an individual’s responses into five different styles: Competing, Avoiding, Accommodating, Collaborating, and Compromising (Schaubhut, 2007; Brown, 2012). The aim of the TKI model is to help individuals understand how their behavior in conflict situations affects others and to find more effective conflict resolution strategies (Riasi & Asadzadeh, 2015).

2. Fisher and Ury’s Interest-Based Relational (IBR) Model This model, introduced in the book Getting to Yes: Negotiating Agreement without Giving In suggests that conflicts should not focus on individuals, but rather on the issue at hand. It is based on methods of negotiation that focus on fairness, seeking mutual benefit, and maintaining relationships (Fisher, Ury & Patton, 2011). The steps in this approach include separating the people from the problem, focusing on interests not positions, inventing options for mutual gain, and insisting on objective criteria.

3. Conflict Resolution Framework by the Harvard Negotiation Project Also developed by Fisher and Ury, this framework extends upon the IBR model by incorporating elements such as “best alternative to a negotiated agreement” (BATNA) and “zone of possible agreement” (ZOPA). It encourages parties to establish their BATNA before negotiations begin, providing a fallback plan and establishing a guideline for acceptable agreements. For more on this project, visit its website .

4. Circle Process This is a powerful conflict resolution model predominantly used in Restorative Justice proceedings (Bohmert, Duwe & Hipple, 2018). It involves creating safe spaces where all participants can share their perspectives and feelings about a conflict, facilitating a communal understanding. It intensely targets communication, respect, and mutual understanding.

5. Bush and Folger’s Transformative Mediation In this model, empowerment and recognition are central to resolving conflicts (Folger & Bush, 2014). It supports parties in conflict to change their views of themselves and others, transforming the very nature of their relationship. The mediator works to foster constructive communication and mutual recognition, leading not just to settlement but also personal growth and social transformation.

These frameworks offer various approaches, each with their own strengths depending on the specific nature and context of the conflict.

How to Answer “Describe your Conflict Resolution Skills” in an Interview

The STAR framework is a method for answering interview questions in a structured, coherent manner. It stands for Situation, Task, Action, and Result.

1. Situation: Begin by describing a specific conflict situation that you dealt with at your previous job. Providers the details necessary for the interviewer to understand the context, such as the type of conflict, the people involved, and the severity or potential impacts of the conflict without breaking any confidentiality rules.

Situation Example: Let’s say I was working as a project manager on a major software development project. Two of my team members had a disagreement on the approach to a complex coding issue. The conflict had begun to delay our progress and other team members were starting to take sides, creating a divide within the team.

2. Task: Clear explanation of your role or responsibility in the conflict is required in this step. Mention whether you were directly involved in the conflict or you intervened as a third party.

Task Example: My role was not only to manage the project timeline, but also to ensure we maintained a collaborative and productive work environment. Therefore, it was my responsibility to resolve the conflict between the two team members in a way that would not only help the project to move forward but also heal the team dynamics.

3. Action: Here, elaborate on the specific steps you took to resolve the conflict. Discuss your implementation of conflict resolution skills, any methodologies or strategies used, and how you approached the issue to find a resolution. Make sure to emphasize actions that typify a conflict-resolving personality, like patience, active listening, and open communication.

Action Example: I organized a meeting with the two concerned team members. I let each of them articulate their viewpoint on the coding issue, ensuring they felt heard, while reiterating the importance of respectful communication. Then, with their input, we developed a list of pros and cons for each approach. I facilitated the discussion focusing on the shared goal of the team , which was to create an effective and reliable software solution.

4. Result: At the close, express what the outcome of your actions was. It’s important to highlight how your intervention led to a beneficial solution for individuals and the organization as a whole. Describe any positive changes in behavior or performance following the conflict resolution, or any feedback that you received from your supervisors or colleagues about your handling of the situation.

Result Example: As a result of the meeting, we agreed to combine elements from both approaches, which, upon review, actually enhanced the functionality of the program. This solution not only fixed the immediate issue, but the two team members also reported feeling more united. Their mutual respect was evident in subsequent collaborations. We successfully completed the project on time, and our supervisor complimented me on handling such an intense situation with acumen.

Remember, the STAR framework is all about painting a clear, concise, and coherent picture of your conflict resolution skills by drawing on specific past experiences.

Conflict resolution is required for a range of jobs, from customer support to leadership roles within large organizations. By developing you soft skills and building-up experiences with resolving difficult situations, you can enter a job interview ready to answer any question about how to resolve conflicts. Practice your STAR method story before your interview, and best of luck!

Bohmert, M. N., Duwe, G., & Hipple, N. K. (2018). Evaluating restorative justice circles of support and accountability: Can social support overcome structural barriers?.  International journal of offender therapy and comparative criminology ,  62 (3), 739-758. doi: https://doi.org/10.1177/0306624X16652627

Brown, J. G. (2012). Empowering students to create and claim value through the Thomas–Kilmann conflict mode instrument.  Negotiation Journal ,  28 (1), 79-91. doi: https://doi.org/10.1111/j.1571-9979.2011.00327.x

Fisher, R., Ury, W. L., & Patton, B. (2011).  Getting to yes: Negotiating agreement without giving in . New York: Penguin.

Folger, J., & Bush, R. A. B. (2014). Transformative mediation.  International Journal of Conflict Engagement and Resolution ,  2 (1), 20-34.

Riasi, A., & Asadzadeh, N. (2015). The relationship between principals’ reward power and their conflict management styles based on Thomas–Kilmann conflict mode instrument.  Management Science Letters ,  5 (6), 611-618.

Schaubhut, N. A. (2007). Thomas-Kilmann conflict mode instrument.  CPP Research Department .

• Chris Drew (PhD) https://helpfulprofessor.com/author/chris-drew-phd-2/ 10 Reasons you’re Perpetually Single
• Chris Drew (PhD) https://helpfulprofessor.com/author/chris-drew-phd-2/ 20 Montessori Toddler Bedrooms (Design Inspiration)
• Chris Drew (PhD) https://helpfulprofessor.com/author/chris-drew-phd-2/ 21 Montessori Homeschool Setups
• Chris Drew (PhD) https://helpfulprofessor.com/author/chris-drew-phd-2/ 101 Hidden Talents Examples

Leave a Comment Cancel Reply

Your email address will not be published. Required fields are marked *

Want to create or adapt books like this? Learn more about how Pressbooks supports open publishing practices.

13 Conflict Resolution and Problem Solving

Chapter 13 Check-in:

• Identify Conflict Causes and Effects
• Explore Conflict Approaches Solutions
• Basic Problem Solving Strategy PDCA

Like all communication, good conflict management and resolution requires your time: listen, reflect, and consider all elements of a situation and the people involved.  It is not a simple process and there are some steps to help you navigate the process.  In the end, it is about the relationship.

Frequently considered a negative, conflict can actually be an opportunity for growth in relationship or work.  Your attitude towards the situation and person plays a role in any outcome.  Adam Grant, Professor of Psychology at The Wharton School at the University of Pennsylvania and Saul P. Steinberg Professor of Management, notes that “The absence of conflict is not harmony, it’s apathy.  If you are in a group where people never disagree, the only way that could ever really happen is if the people don’t care enough to speak their minds.” (Grant, February 2021).

However, it is easy to feel at a loss in an immediate conflict situation.  Here are some brief points to consider when faced with more than just a disagreement.

Conflict is emotional: it is much greater than a difference of opinions.  It is usually an expression of not being heard, seen, valued or respected.   It is based on a deeply person need and emotional response, based on perceptions which have identified a threat in any form.  If conflict is ignored, it can fester and result in such entrenched opinions and sides that resolution appears impossible (Segal et al, 2020).

The first step is to determine what the actual problem is as perceived by all parties.  The Conflict Tree analogy is especially useful if you respond well to visuals (O’Connor, 2020).  It is an excellent activity for a group or individual to clarify the effects (branches), core problems (trunk), and even causes of the issue (roots).

Once the actual problem is identified, you can move on to tackling a resolution together.

Approaches to Conflict

There are generally five styles for approaching conflict (Benoliel, 2017) and understanding what they are and what style you lean towards, identifies how you will move through the process.  These categories are determined by whether the focus is on the relationship or the end goal of a task/project.  While these may be more specific to workplace conflicts, they certainly identify personal conflict responses as well.

Collaboration is marked by a balanced focus on the relationship with others and meeting long-term objectives.  A Competition style is marked by individuals who are assertive and probably uncooperative who demonstrate that their priority is the outcome of the project more than the relationships.  Although few people enjoy conflict, the Avoidance style focuses on the the immediate unpleasantness and therefore avoids the issues.  This traditionally marks individuals who are unassertive and uncooperative largely because they assume it is safer to ignore than face an issue.  Sometimes there are individuals who will do anything to please others: this Accommodation approach results in self-sacrifice and is usually the route taken by those who care more about the relationship than the outcome.  Unfortunately, they are frequently taken advantage of in their efforts to please others.  Lastly, there are those who prefer the Compromise strategy. This may seem expedient in the attempt to resolve the problem by aiming for mutually acceptable terms and concessions, it does frequently leaves no one side satisfied even though it allows most to maintain an assertive and cooperative stance.

Strategies for Solutions

Sometimes those involved in conflict turn to an third person for assistance to resolve a conflict.  A mediator can listen to the perspectives of those in the dispute and focuses on helping each side hear the concerns and priorities of the other.  Working with the individuals in conflict, a mediator aims to help them create a solution acceptable to both sides.  Sometimes the third party is an Arbitrator whose role is to hear each side and provide a decision to resolve the dispute.  In some cases the conflict results in the even more formal process of a trial.

There are four key skills you need to approach conflict resolution with or without a third party involved (Segal et al, 2020; Fighting Fair, n.d.).

Conflict can be a very stressful experience and your Stress Management is an essential first step.  When we are stressed, we can’t think clearly, we can’t understand someone else’s thoughts or feelings, and it makes communication very difficult.  Use whatever method works best for you to manage your stress.

Once your stress is managed, it is easier to exert Control over your Emotions.  Recognize the emotions you are experiencing to assist in your processing the experience without having a purely emotional response.

With your stress and emotions recognized and managed, it makes it easier to recognize and pay attention to the feelings you and the other people express  and you can Identify Non-Verbal Communication.   Much is said without words and body language is a good indication of how the other person feels towards the situation.

Respect each other is standard for every communication situation and essential to remember if you are in a position of conflict.  Personal attacks, or drawing on personal knowledge, has no productive part in conflict resolution.

Many resources may explain the benefits of humour, but caution should be used.  Sometimes an emotional situation is not the best time for humour as you can unintentionally be seen to diminish the importance another person places on the experience.

Work together to identify the problem by taking the time to see it from multiple perspectives.  Be clear about the desired results and end goal.  Think about the relationships and long term impacts that any course of action may have on all parties.  It takes commitment to resolve a conflict.

Problem Solving

We covered Reflection and Feedback in Chapter 12 and these are essential steps for effective conflict resolution and problem solving. Even the Trial and Error process of problem solving relies on evaluating the success of an action before moving on to another attempt.

Many different approaches to problem solving exist though the basic core approach can be seen across geographic and language borders.  The PDCA approach – Plan, Do, Check, Act – provides the basic four steps process that can be expanded to suit any profession or experience (Plan, Do, Check, Act, 2021).

Problem solving starts with a clear identification of problem.  Then you need to clarify the desired end result.  The development of a plan can be as short or as long as necessary.  Once you have a plan, you have to implement it: Do.  Check is your opportunity to evaluate the success of your plan and make any amendments necessary.  Finally, Act: put your strategy into practice.  An important point to remember is that the reflection and evaluation should be an ongoing part of the solution you implement.

Chapter 13 Check-out:

• Explore Conflict Approaches and Solutions

Remember your last conflict with another person.  How was it resolved?  How would you like it to have been resolved?  What could you have done to implement that change in result?

How do you usually approach problem solving?  How successful has it been for you? 

What, if anything, would you like to change about how you’ve problem solved in the past?

Resources and References

Benoliel, B. (2017). Five styles of conflict resolution.  Walden University.  [Online]  https://www.waldenu.edu/news-and-events/walden-news/2017/0530-whats-your-conflict-management-style

Fighting Fair to Resolve Conflict. (n.d.).  Counselling and Mental Health Centre. University of Texas at Austin. [Online] https://cmhc.utexas.edu/fightingfair.html

Goleman, D. (April 2012). Daniel Goleman Introduces Emotional Intelligence .  Big Think. [Online] https://www.youtube.com/watch?v=Y7m9eNoB3NU

Grant, A., (February 2021). The Easiest Person to Fool .  The Hidden Brain. NPR Podcast. [Online] https://hidden-brain.simplecast.com/episodes/the-easiest-person-to-fool-f1hbMrGr

Grant, A., (April 2021). The Science of Productive Conflict . TED Podcast. [Online] https://www.ted.com/podcasts/worklife/the-science-of-productive-conflict-transcript

O’Connor, T., (October 2020). 3 Simple Conflict Analysis Tools That Anyone Can Use. [Online] https://medium.com/p/c30689757a0d

Plan Do Check Act: A Simple Problem Solving Methodology. (2021).  Educational-Business-Articles.com [Online] https://www.educational-business-articles.com/plan-do-check-act/

Segal, J., Robinson, L., and Smith, M. (2020). Conflict Resolution Skills. Helpguide.org. [Online] https://www.helpguide.org/articles/relationships-communication/conflict-resolution-skills.htm

Media Attributions

• Brain Ponder © Luc Grenier

Communicate with Style: A Handbook for Personal Care Trades Copyright © by Wendy Ward is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License , except where otherwise noted.

Share This Book

How it works

For Business

Join Mind Tools

Related Articles

Conflict Management

What Causes Conflict in Teams?

How Organizations Can Win the "War for Talent"

Family Wars: Classic Conflicts in Family Business and How to Deal with Them

Top Tips for Handling Conflict in Your Team

Article • 9 min read

Conflict Resolution

8 ways to resolve conflict in the workplace.

Written by Matthew Hughes

Reviewed by Cat MacLeod

Where there are people, there is conflict. We each have our values, needs and habits, so it's easy to misunderstand or irritate one another – or worse, to fall into conflict.

Left unchecked, conflict can lead to bad decisions and outright disputes, bullying or harassment. Teamwork breaks down, morale drops, and projects grind to a halt. Organizations feel the hit with wasted talent, high absenteeism, and increased staff turnover.

But conflict can be resolved. What's more, it can bring issues to light, strengthen relationships, and spark innovation – so long as you don't try to ignore it!

In this article, we'll explore different types of conflict, what causes conflict, and how to reach a positive outcome when you find yourself in conflict with a co-worker. (To identify the signs of conflict occurring between other people and to help them overcome their conflict with one another, we recommend our follow-on article, Resolving Team Conflict .)

Conflict Resolution Definition

Generally, workplace conflicts fall into two categories:

• Personality conflict or disagreements between individuals. These clashes are driven and perpetuated by emotions such as anger, stress and frustration.
• Substantive conflict is tangible and task-related, like the decisions leaders make, the performance of a team member, or your company's direction.

If unaddressed, both can spiral into wider conflict between teams, departments or businesses. Conflict resolution can be defined as the process of identifying, addressing, and resolving disagreements or disputes among employees in a professional setting, thereby fostering a positive and productive work environment.

What Causes Conflict at Work?

Some of the most common causes of workplace conflict are:

• Unclear responsibilities . Some team members may feel they do more work than others, or resent those who seem to have fewer responsibilities. Blame and frustration can build due to duplicated work or unfinished tasks.
• Competition for resources . Time, money, materials, equipment, and skillsets are finite resources. Competition for them can lead to conflict.
• Different interests . People may focus on personal or departmental goals over organizational ones. Or be held up and frustrated by others who they rely on to do their jobs effectively.

Read our article on Bell and Hart's Eight Causes of Conflict for more sources of – and solutions to – disputes.

Five Conflict Resolution Strategies

When you find yourself in a conflict situation, these five strategies will help you to resolve disagreements quickly and effectively:

1. Raise the Issue Early

Keeping quiet only lets resentment fester. Equally, speaking with other people first can fuel rumor and misunderstanding.

So, whether you're battling over the thermostat or feel that you're being micromanaged, be direct and talk with the other party. However, if you're afraid of making that approach, or worry that it may make the problem worse, speak with your manager first, or your HR department if the other party is your manager.

Either way, be assertive (not aggressive) and speak openly. This will encourage others to do the same – and you can get to the root cause of a problem before it escalates.

2. Manage Your Emotions

Choose your timing when you talk to someone about the conflict. If you're angry, you may say something you'll regret and inflame the situation. Be careful to avoid playing the blame game .

So stay calm, collect yourself, and ask, "What is it I want to achieve here?", "What are the issues I'm having?" and "What is it that I would like to see?"

See our article Managing Your Emotions at Work for more insight and tips.

3. Show Empathy

When you talk to someone about a conflict, it's natural to want to state your own case, rather than hear out the other side. But when two people do this, the conversation goes in circles.

Instead, invite the other party to describe their position, ask how they think they might resolve the issue, and listen with empathy .

Putting yourself in the other person's shoes is an essential part of negotiation. This helps you to build mutual respect and understanding – and to achieve an outcome that satisfies both parties.

4. Practice Active Listening

To identify the source of the conflict you have to really listen. To listen actively:

• Paraphrase the other party's points to show you're listening and really understand them.
• Look out for non-verbal signals that contradict what they are saying, such as a hesitant tone behind positive words. Bring these out into the open sensitively to address them together.
• Use appropriate body language , such as nodding your head, to show interest and to make it clear that you're following them.

Go further with Empathic Listening or Mindful Listening .

5. Acknowledge Criticism

Some of the things the other person tells you may be difficult to hear. But remember that criticism or constructive feedback is about job behaviors and not you as a person.

So, keep an open mind and use criticism to help you to identify areas to improve, perform better next time, and grow.

Glasers' Three-Step Strategy for Conflict Resolution

Conflict management consultants Peter and Susan Glaser recommend a three-step strategy for resolving conflict, and it draws on many of the skills we've looked at above. You can hear the Glasers talking about their model in our exclusive interview with them. [1]

The steps for these conflict resolution skills are:

• Prove that you understand their side.
• Acknowledge that you are part of the problem.
• Try again if the conversation didn't go well.

Let's try a training exercise and apply each step to a fictional conflict resolution scenario.

Conflict Resolution Training Example

Imagine that the heads of two departments are in conflict. Product Manager Sayid changed the price of a product without letting Marketing Manager Gayanne know. As a result, the marketing team sent out an email to customers with incorrect prices. They had to send out a follow-up email apologizing for the error, and make good on the price some customers paid for the product.

1. Prove That You Understand Their Side

Instead of blaming Sayid, Gayanne asks him how he came to make the decision. She uses her questioning and listening skills to get the information she needs and to show that she's truly hearing Sayid's response.

She discovers that Sayid was pressured by a major client to drop the price or risk losing a contract. She empathizes , saying, "Yes, I've had difficulties with that client before, too."

As Susan Glaser says, "Only when you believe that I understand you, will you be willing to try to understand my perspective." [2]

2. Acknowledge That You Are Part of the Problem

If you're in conflict with someone, it's unlikely you're free of all blame. So admit your part in it. This leads to mutual trust, a better understanding of one another, and makes it easier to find a solution.

In our scenario, Gayanne could say to Sayid, "I should have shared our marketing strategy and email send dates with you. I'll do that right away."

3. Try Again if the Conversation Doesn't Go Well

Despite the progress they've made, relations between the two managers remain frosty, so Sayid calls Gayanne the following week. He says, "I was thinking about our conversation, and I'd like to try again because I'm not happy with how it went. I've had time to take your points on board, and I'd like to talk about how we can work together better going forward."

Remember that you get more than one shot at resolving a conflict. Susan Glaser says, "There's a myth that if we have a bad conversation with someone it's over. In fact, 'do overs' are powerful." [3]

Frequently Asked Questions

Why is conflict resolution important in the workplace?

Unresolved conflicts can hinder productivity and damage team dynamics. Effective conflict resolution helps maintain a positive work environment, promotes collaboration, and ensures issues are addressed before they escalate.

What are some common sources of workplace conflicts?

Workplace conflicts can arise from differences in communication styles, conflicting goals, personality clashes, misunderstandings, resource allocation, or competing priorities. Recognizing these sources is crucial for timely intervention.

How can a team manager effectively address conflicts among team members?

A team manager should act as a mediator and facilitator. Begin by listening to both sides, understanding perspectives, and acknowledging emotions. Encourage open dialogue, find common ground, and work together to find a solution that is fair and beneficial for all parties.

What strategies can managers employ to prevent conflicts from escalating?

Managers can implement proactive measures such as fostering a transparent communication culture, setting clear expectations, defining roles and responsibilities, and promoting team-building activities. By addressing potential sources of conflict early on, managers can prevent minor issues from turning into major disputes.

How does effective conflict resolution contribute to team productivity?

Resolving conflicts promptly maintains a harmonious working environment where team members feel valued and understood. This leads to improved morale, increased focus on tasks, and a more efficient workflow, ultimately enhancing overall team productivity.

When is it appropriate to involve higher management in conflict resolution?

Involving higher management should be considered when conflicts cannot be resolved at the team level or when the conflicts involve larger organizational issues. Higher management can provide a neutral perspective and additional resources to facilitate resolution.

Conflict is common in the workplace. The biggest mistake you can make is to do nothing. Unresolved tensions can affect the health and performance of people and organizations.

So, hone these five conflict resolution skills to pre-empt, manage and fix conflicts with your co-workers:

• Raise the issue early.
• Manage your emotions.
• Show empathy.
• Practice active listening.
• Acknowledge criticism.

Then try the Glasers' three-step conflict resolution strategy to resolve issues together:

• Try again if the conversation doesn't go well.

In the process, you may even discover positives such as improved processes, strengthened relationships, and innovation!

[1] [2] [3] Mind Tools interview with Peter A. Glaser, Ph.D. and Susan R. Glaser. Available here .

This is your second and last free resource

Enjoy unlimited access to Mind Tools

Discover more content

Behind the Conflict Video

Video Transcript

Stop Playing the "Blame Game"

Finding Solutions, Not Fault

Managing Conflict

Learn how to identify, confront, and solve conflict using recognized approaches

Infographic

Dealing With Angry People Infographic

Infographic Transcript

Add comment

Comments (0)

Be the first to comment!

Sign-up to our newsletter

Subscribing to the Mind Tools newsletter will keep you up-to-date with our latest updates and newest resources.

Subscribe now

Business Skills

Personal Development

Leadership and Management

Member Extras

Key Management Skills

Most Popular

Latest Updates

Six Emotional Leadership Styles

Mindtools Member Newsletter November 14, 2024

Mind Tools Store

About Mind Tools Content

Discover something new today

Pain points podcast - karthik ramanna on outrage.

Leading in a polarized world

NEW! Pain Points - Stephen Bruyant-Langer: Meaning

Asking the biggest questions of all

How Emotionally Intelligent Are You?

Boosting Your People Skills

Self-Assessment

What's Your Leadership Style?

Learn About the Strengths and Weaknesses of the Way You Like to Lead

Recommended for you

Porter's generic strategies.

Choosing Your Route to Success

Business Operations and Process Management

Strategy Tools

Customer Service

Business Ethics and Values

Handling Information and Data

Project Management

Knowledge Management

Self-Development and Goal Setting

Time Management

Presentation Skills

Learning Skills

Career Skills

Communication Skills

Negotiation, Persuasion and Influence

Working With Others

Difficult Conversations

Creativity Tools

Self-Management

Work-Life Balance

Stress Management and Wellbeing

Women in Leadership

Coaching and Mentoring

Change Management

Team Management

Delegation and Empowerment

Performance Management

Leadership Skills

Developing Your Team

Talent Management

Problem Solving

Decision Making

Member Podcast

Member Newsletter

Introducing the Management Skills Framework

Transparent Communication

Social Sensitivity

Self-Awareness and Self-Regulation

Team Goal Setting

Recognition

Inclusivity

Active Listening

How to Manage Conflict in the Workplace [with Examples]

By Status.net Editorial Team on April 10, 2023 — 9 minutes to read

Conflicts arise for various reasons, whether it’s due to different perspectives, communication breakdowns, or issues with specific tasks. In this article, you will learn some practical techniques to manage conflict in the workplace, step-by-step.

Step 1: Identify the Source of Conflict

Before you can effectively manage conflict in the workplace, it’s important to identify the root cause of the issue. Start by observing the situation and gathering information from those involved, as well as any witnesses.

Then, ask open-ended questions that encourage team members to share their perspectives, and listen actively to each person’s input:

Example Questions

• “Can you describe what happened from your perspective?” or “Can you walk me through your experience with this situation?”
• “Can you share some specific examples that illustrate the problem?”
• “How do you feel about the situation?”
• “What do you think led to this conflict?”
• “Can you share any specific incidents that you believe contributed to the issue?”
• “What do you think the other party’s perspective might be?”
• “Have you observed any recurring themes or behaviors that might be contributing to the conflict?”
• “Can you provide any examples of when things were working well between you and the other party?”
• “What suggestions do you have for resolving this issue?” or “What do you think could be done to improve the situation?”
• “What do you believe are the main concerns of the other party involved?”
• “Is there anything else you think is important for me to understand about this conflict?”

By understanding the different viewpoints of the individuals involved, you’ll be better prepared to pinpoint the main source of conflict. Some common sources of workplace conflict include miscommunication, differences in values or priorities, resource allocation, and unmet expectations. Keep in mind that there may be multiple factors contributing to the conflict, or even underlying issues that need to be addressed.

Once you have identified the root cause(s), consider creating a list of the primary contributing factors to help guide your approach in resolving the issue. This list can help keep the discussion focused on the problem at hand, rather than on the individuals involved:

• Miscommunication
• Differences in values or priorities
• Resource allocation
• Unmet expectations

The goal is to work together with your team to address the conflict and find a solution that benefits everyone involved, and by first identifying the source of the conflict, you’re taking a critical step toward restoring harmony in the workplace.

Step 2: Determine Your Conflict Management Style

There are 5 conflict management styles:

Competing Style

The competing style is characterized by high assertiveness and low cooperativeness. You may use this style when you prioritize your own needs and desires over others. This style can be beneficial in situations where quick decisions are necessary or in cases when standing up for your own rights is essential. However, be cautious, as overuse of this style may lead to strained relationships and conflict escalation.

Accommodating Style

When using the accommodating style, you prioritize cooperation over assertiveness and tend to sacrifice your own needs and desires to satisfy others. This approach can work well when building relationships or maintaining harmony is more important than achieving personal goals. However, overusing this style may result in feelings of resentment and undermining your self-esteem.

Avoiding Style

The avoiding style is characterized by low assertiveness and low cooperativeness. You may use this style when you prefer to sidestep conflict or postpone addressing issues. Avoiding can be useful when tensions are high and taking time can result in more productive conversations. However, consistently avoiding conflicts may lead to unresolved issues and mounting frustration.

Compromising Style

This approach involves reaching a solution that partially satisfies both parties. Compromising is valuable when it’s essential to achieve a quick resolution or when both parties have equal power. However, reliance on this style may lead to suboptimal outcomes if parties give up important elements for the sake of agreement.

Collaborating Style

While compromising style is focused on a quick resolution, collaborating style takes more time. In this approach, you work jointly with the other party to find a solution that satisfies both sets of needs and desires. Collaborating is ideal when mutual commitment to a solution is critical, and both parties have complementary skills and resources. However, this style may not be practical in time-sensitive situations or when complete consensus is unnecessary.

Each style has its own advantages and disadvantages (so consider them contextually), for example:

Step 3: Adapt Your Style for Effective Conflict Management

Recognize that each conflict management style has its own advantages and disadvantages, and no single style is superior in every situation. Consider the context, priorities, and the people involved; then choose the most appropriate approach:

• Collaborator: Works well when all parties’ interests are important, and a creative solution is needed.
• Avoider: Applicable when the issue is minor, or when you need some time to think things through.
• Competitor: Effective when a quick, decisive action is essential, or when protecting your own interests is important.
• Accommodator: Suitable when preserving the relationship is more important than resolving the issue itself.
• Compromiser: Useful when finding a middle ground is the best approach, and both parties are willing to give up something in return.

Step 4: Use Effective Communication Techniques

Clarify the situation.

Seeking clarification helps ensure that you fully understand the situation and prevents misunderstandings. To seek clarification:

• Ask for more information or examples if something is unclear
• Rephrase statements in your own words and ask the speaker to confirm their accuracy
• Request that complex ideas be broken down into simpler terms.

Ask Open-Ended Questions

Open-ended questions encourage meaningful discussion and can help uncover the root cause of a conflict. Instead of asking questions that can be answered with a simple “yes” or “no,” use open-ended questions like:

• “What factors contributed to this situation?”
• “How did you feel when this happened?”
• “What would be your ideal outcome in resolving this issue?”

Practice Active Listening

• Maintain eye contact and give your full attention to the speaker
• Refrain from interrupting or formulating your response while they’re speaking
• Summarize and reflect back the speaker’s main points to ensure you understood them correctly.

Show Empathy

• Try to understand their thoughts and emotions
• Validate their feelings by expressing your understanding
• Be supportive and offer assistance when appropriate.

Put yourself in the other person’s shoes and try to understand their feelings and emotions. Acknowledge their point of view, even if you don’t necessarily agree with it. By displaying empathy, you enable a more open and honest conversation that promotes problem-solving.

Propose Solutions

• Focus on the problem rather than the personalities involved
• Propose solutions and keep the conversation factual and short
• Try to be as kind as possible when speaking.

Examples of Conflict Resolution

One approach to managing conflict is through collaborative problem-solving, which encourages team members to work together towards a mutually beneficial solution.

For example, imagine two employees who have opposing views on how to handle a customer service issue. You, as their manager, can step in and encourage open communication between them. Ask each employee to voice their concerns and possible solutions. Once all ideas have been shared, work on finding a compromise both employees can agree on.

Another example of collaborative approach:

Consider a situation where a leader, in their first management position, oversees a team and notices a team member, Diana, with a low customer satisfaction score.

Rather than avoiding the issue or placing blame, the leader should initiate a constructive conversation with Diana. You can start by acknowledging her strengths, then explain the concerns regarding her customer satisfaction score, and invite her to share her perspective on the matter.

After understanding Diana’s viewpoint, you can work together to identify strategies for improvement, such as additional training, peer support, or regular check-ins.

Imagine you and your manager disagree on the recommendation for a client. In this situation, you might want to adapt a collaborative or accommodating approach. Start by finding a 30-minute block for the two of you to talk through the recommendation and try to reach a common ground. You can also explore the reasons behind each other’s perspectives and potential compromises.

Another example is when your team needs to present a unified front during negotiations with another group. It’s vital to negotiate differences and conflicts behind the scenes to avoid showing signs of weakness or disarray in front of the other team.

Conflicts in personal relationships at work can be emotionally charged and damage productivity. Always consider the value of the relationship and the potential consequences of the conflict. For example, when discussing non-work related topics it is often more productive to choose a conflict management style that protects the relationship, such as accommodating or avoiding.

How to Prevent Conflict In the Workplace

Encouraging collaboration.

In order to promote a sense of unity and cooperation among your team, consider implementing strategies to encourage collaboration. This could include:

• Organizing regular team-building activities
• Hosting brainstorming sessions to facilitate the sharing of ideas
• Encouraging open communication, where all opinions are welcome and respected

Building Trust

Trust is a cornerstone of a positive work environment. Here are some ways you can build trust within your team:

• Be transparent and open about company decisions, goals, and challenges
• Encourage honesty and provide a safe space for employees to voice their concerns
• Recognize and appreciate team members’ achievements and contributions

As trust builds among team members, they are more likely to approach conflicts with a problem-solving mindset and work to find mutually beneficial resolutions.

Learn more: How to Build Trust in the Workplace [18 Effective Solutions]

Developing Emotional Intelligence

Emotional intelligence is key in understanding and managing feelings, both within ourselves and among others. Consider offering resources and training for your employees to develop their emotional intelligence. This can include:

• Workshops or seminars on emotional intelligence and communication skills
• Access to resources like articles and books focused on self-awareness and empathy
• Encouraging team members to actively practice and improve their emotional intelligence skills in their daily interactions

With increased emotional intelligence, you and your colleagues will be better equipped to navigate conflicts, express emotions effectively, and empathize with the feelings of others.

What To Do If You Can’t Resolve a Conflict

When conflicts seem to be beyond resolution through usual communication channels, mediation or seeking third-party assistance can be a helpful strategy. Mediation involves an impartial person who facilitates a constructive dialogue between the conflicting parties to help them find a mutually acceptable solution. Here are some steps to follow when employing mediation in your workplace:

• Choose a neutral mediator: It’s important to select a person who is not involved in the conflict and has no personal stake in the outcome. This can be someone from within the company, like an HR representative, or an external professional mediator.
• Provide an open forum: Encourage both sides to express their viewpoints without interruption, focusing on understanding each other’s perspectives. The mediator must ensure that everyone is heard and not allow personal attacks.
• Use active listening skills: Throughout the mediation process, show genuine interest in understanding the concerns of both parties by listening to understand rather than formulating counterarguments.
• Facilitate collaborative problem-solving: The mediator should work with the disputants to generate potential solutions, encouraging them to think creatively and collaboratively. This process empowers those involved to take ownership of their decisions and may lead to more lasting resolutions.

In some cases, mediation might not be sufficient to resolve the conflict, and you may need to seek external assistance. Legal professionals, industry-specific conflict resolution experts, or third-party organizations can be valuable resources in managing complex disputes.

• Conflict Resolution: 25 Performance Review Phrases Examples
• How to Choose a Conflict Management Style? [5 Styles with Examples]
• How to Resolve Employee Conflict at Work [Steps, Tips, Examples]
• Effective Nonverbal Communication in the Workplace (Examples)
• 3 Pros & 3 Cons: Democratic Leadership Style in the Workplace
• Self Evaluation Examples [Complete Guide]

Protect your data

This site uses cookies and related technologies for site operation, and analytics as described in our Privacy Policy . You may choose to consent to our use of these technologies, reject non-essential technologies, or further manage your preferences.

• Career Advice
• Conflict Resolution: Skills,...

Conflict Resolution: Skills, Definition and Examples

14 min read · Updated on June 08, 2023

Master the art of conflict resolution and unlock the key to harmonious workplaces

In today's fast-paced and dynamic work environments, conflicts are bound to arise. Whether it's a difference in opinions, clashing personalities, or opposing interests, conflicts can disrupt productivity, strain relationships, and create a negative atmosphere. That's where conflict resolution skills come into play.

You can use the conflict resolution examples in this article to learn how to address and resolve disagreements, disputes, and tensions in a constructive and mutually beneficial manner. It involves employing a set of essential skills that enable individuals to navigate conflicts, find common ground, and reach satisfactory resolutions. These skills encompass active listening, effective communication, emotional intelligence, and problem-solving.

In the following sections, we'll delve deeper into the key skills for resolving conflicts, explore the three Cs of conflict resolution, discuss the main conflict resolution skills, and provide practical tips and techniques to enhance your conflict resolution repertoire. 

Let's unlock the power of conflict resolution and pave the way for a more cohesive and successful workplace.

Understanding the importance of conflict resolution

Possessing strong conflict resolution skills is more than just a valuable asset in the workplace; it's a necessity for fostering healthy relationships, teamwork, and a positive organizational culture. When conflicts are effectively managed, teams can maintain focus, collaborate more efficiently, and achieve their goals with greater synergy.

One of the primary benefits of honing conflict resolution skills is the ability to prevent conflicts from escalating into larger, more disruptive issues. By addressing conflicts early on and with finesse, individuals can nip potential problems in the bud and maintain a harmonious work environment. Strong conflict resolution skills also foster open lines of communication, trust, and respect among team members, enhancing overall morale and job satisfaction.

Furthermore, possessing these skills enables individuals to navigate challenging conversations and delicate situations with confidence, poise, and empathy. It allows for the development of creative solutions and win-win outcomes, where both parties feel heard and their needs are met.

Conflict Resolution Skills Definition

Conflict resolution skills are vital tools for navigating professional settings. They are defined as skills that enable peaceful outcomes to disputes. These skills involve various strategies and techniques aimed at finding common ground, promoting effective communication, and achieving mutually beneficial resolutions. By developing these skills, you can proactively manage conflicts, prevent escalation, and cultivate a positive work environment.

What are conflict resolution skills?

Skill 1: active listening.

One of the best examples of conflict resolution skills is active listening. It involves fully engaging with the speaker, not only hearing their words but also understanding their underlying emotions and concerns. By attentively listening, you  demonstrate empathy , respect, and a genuine desire to comprehend the other person's perspective.

In conflict situations, active listening helps to de-escalate tension and foster open communication. Practice active listening by:

Maintaining eye contact

Nodding to show understanding

Paraphrasing or summarizing the speaker's points

These techniques ensure that both parties feel heard and valued, laying the groundwork for constructive dialogue and resolution.

Skill 2: Effective communication

Effective communication is essential for resolving conflicts. It encompasses both verbal and non-verbal forms of expression. Clear and  assertive communication  helps to convey your thoughts, needs, and concerns while also encouraging others to express themselves openly.

To improve communication skills in conflict situations, it's crucial to be mindful of your tone and body language. Choose your words carefully, avoiding confrontational or accusatory language. Be attentive to  non-verbal  cues, such as facial expressions and gestures, as they can significantly impact how your message is received.

Skill 3: Emotional intelligence

Emotional intelligence plays a vital role in conflict resolution. It involves recognizing, understanding, and managing emotions - both your own and those of others. By developing emotional intelligence, you can navigate conflicts with empathy, self-awareness, and self-control.

In conflict situations, emotional intelligence allows you to regulate your emotions, preventing impulsive reactions that may escalate tensions. It also enables you to understand the underlying emotions of others, fostering empathy and facilitating a more compassionate approach to conflict resolution.

One of the best things you can do to  enhance emotional intelligence  in conflicts is to practice self-reflection and self-awareness. Take a moment to identify your emotions and understand their impact on your behavior. Cultivate empathy by putting yourself in the other person's shoes, considering their perspective, and acknowledging their feelings.

Skill 4: Problem solving and collaboration

Problem solving and collaboration are crucial skills for resolving conflicts effectively. By adopting a collaborative approach, you shift the focus from "winning" the argument to finding mutually beneficial solutions.

In conflict resolution, problem solving techniques such as brainstorming, identifying common goals, and exploring alternative options can help to break down barriers and encourage collaboration. Foster an environment of open dialogue, where individuals feel comfortable sharing ideas and working together towards a resolution.

Additionally, fostering collaboration involves promoting active participation, valuing diverse viewpoints, and encouraging compromise. When people work together to solve problems, conflicts can be transformed into opportunities for growth, innovation, and strengthened relationships.

The three Cs of conflict resolution

Possessing these skills leads directly to the three Cs - calmness (sometimes referred to as composure), communication, and compromise. Understanding and employing the three Cs of conflict resolution can help you to achieve mutually agreeable solutions. 

C - Calmness

Maintaining calmness during conflicts is essential for productive resolution. When emotions run high, it becomes difficult to think clearly and communicate effectively. By staying calm and composed, you create a conducive environment for constructive dialogue and problem-solving.

Techniques for staying calm and composed in tense situations include:

Taking deep breaths: Deep breathing helps to regulate your body's stress response, allowing you to stay centered and focused

Practicing mindfulness: By bringing your attention to the present moment, mindfulness helps you to detach from strong emotions and approach conflicts with greater clarity

Using self-soothing techniques: Engage in activities that help you to relax and reduce stress, such as going for a walk, listening to calming music, or practicing meditation

C - Communication

Effective communication is the backbone of conflict resolution. It involves expressing yourself clearly, actively listening to others, and promoting understanding.

Practical tips for communicating constructively during conflicts include:

Using "I" statements: Express your feelings, thoughts, and needs using "I" statements to avoid sounding accusatory or confrontational. For example, say, "I feel frustrated when..." instead of "You always..."

Practicing active listening: Give your full attention to the speaker, maintain eye contact, and avoid interrupting. Show empathy by acknowledging their feelings and summarizing their points to ensure accurate understanding.

Seeking clarification: If something is unclear, ask open-ended questions to gather more information and promote deeper understanding. This demonstrates your genuine interest in resolving the conflict.

C - Compromise

Compromise is a crucial element of conflict resolution, as it involves finding solutions that satisfy the needs and interests of all parties involved.

To achieve an effective compromise, consider the following guidance:

Identify common ground: Look for shared interests or goals that can serve as a foundation for finding a middle ground. Focus on areas where you can work together to find a solution that addresses everyone's concerns.

Practice active problem-solving: Collaborate with the other party to brainstorm creative solutions. Encourage the exploration of alternatives and evaluate the pros and cons of each option.

Be willing to give and take: Recognize that compromise requires flexibility and a willingness to make concessions. Strive for a solution that may not be perfect but meets the core needs of both parties.

Remember, compromise does not mean surrendering or sacrificing your values. Instead, it involves finding a balance that allows for progress and resolution while respecting the perspectives and needs of all involved.

In the next section, we explore the five main conflict resolution strategies, expanding your repertoire of tools for resolving conflicts in the workplace.

Main conflict resolution strategies

Conflicts in the workplace can vary in complexity and intensity. To effectively resolve conflicts, it is important to have a repertoire of strategies at your disposal. Here, we will explore the five main conflict resolution strategies, providing you with valuable tools to navigate conflicts and promote positive outcomes.

Strategy 1: Collaborative problem solving

Collaborative problem solving is a strategy that emphasizes teamwork, open communication, and the active involvement of all parties in finding a resolution. This approach promotes a cooperative atmosphere and encourages the exploration of mutually beneficial solutions.

Steps and examples for implementing this strategy include:

Identify the problem: Clearly define the underlying issue and ensure all parties have a shared understanding of the conflict

Generate alternative solutions: Brainstorm possible solutions together, encouraging creativity and a free exchange of ideas - consider both individual and collective interests

Evaluate options: Assess the pros and cons of each proposed solution, considering the impact on all parties involved; aim for solutions that address the core needs and concerns of everyone

Collaborate on decision-making: Select the solution that best meets the shared interests and goals identified during the process. Strive for consensus or a general agreement that everyone can accept

For example, imagine your team is experiencing conflicts over project timelines. By engaging in collaborative problem solving, team members can openly discuss their concerns, propose adjustments to deadlines, and collectively decide on a revised timeline that considers individual workloads and priorities.

Strategy 2: Compromise and negotiation

Compromise and negotiation are strategies that involve finding a middle ground and reaching agreement. These strategies require flexibility, effective communication, and a willingness to give and take.

Principles and techniques for implementing compromise and negotiation strategies include:

Identify shared goals: Focus on common interests and seek outcomes that align with the overarching objectives of the organization or team

Prioritize needs: Understand the core needs of each party and explore potential trade-offs that can address those needs to a reasonable extent

Explore alternative solutions: Encourage open dialogue to generate creative options that accommodate different perspectives and preferences

Seek win-win solutions: Aim for outcomes that result in mutual gains, rather than one party prevailing over the other - this approach fosters cooperation and strengthens relationships

For instance, imagine two departments in your organization disagree on the allocation of resources. Through compromise and negotiation, they can engage in constructive discussions, explore different resource distribution models, and eventually reach an agreement that balances the needs and priorities of both departments.

Strategy 3: Assertiveness 

Assertiveness is an important skill in conflict resolution. It involves expressing your thoughts, needs, and concerns in a clear and respectful manner while actively listening to others. Assertive communication promotes understanding, prevents miscommunication, and fosters productive dialogue.

Tips for assertive communication include:

Use clear and direct language: State your points in a concise and straightforward manner, avoiding ambiguity or vagueness

Maintain composure: Stay calm and composed, even when faced with challenging or confrontational behavior; respond rather than react, and focus on the issues at hand

Actively listen: Give others the opportunity to express their viewpoints fully, demonstrating respect and genuine interest; paraphrase and summarize their points to ensure accurate understanding

Strive for mutually beneficial solutions: Look for solutions that meet everyone's needs, promoting mutual understanding and cooperation

By practicing assertiveness, conflicts can be addressed head-on, enabling effective problem-solving and resolution.

Strategy 4: Avoidance and accommodation

In certain situations,  avoidance or accommodation  may be appropriate conflict resolution strategies. However, it's important to note that these strategies are most effective when used selectively and judiciously.

When considering avoidance or accommodation, keep the following in mind:

Timing is crucial: Sometimes, conflicts may be best resolved by allowing emotions to cool down before engaging in discussions; temporary avoidance can prevent further escalation

Relationship preservation: Accommodation can be useful when the relationship between parties is of the utmost importance and maintaining harmony takes precedence over personal desires

Potential drawbacks: Overuse of avoidance or accommodation can lead to unresolved conflicts, resentment, or a lack of assertiveness, which may hinder long-term productivity and satisfaction

Remember, while avoidance and accommodation can be useful in specific circumstances, they should not be relied upon as the primary means of conflict resolution.

Strategy 5: Mediation and facilitation

Mediation and facilitation involve the assistance of a neutral third party to guide the conflict resolution process. Mediators or facilitators help to enable open dialogue, maintain a balanced discussion, and foster a cooperative atmosphere.

Key aspects of mediation and facilitation in conflict resolution include:

Neutral and impartial guidance: The mediator or facilitator ensures a fair process by allowing all parties to express their concerns and viewpoints without bias

Active listening and reframing: The mediator or facilitator actively listens to each party, paraphrases their statements, and reframes them to promote understanding and perspective-taking

Encouraging cooperation: The mediator or facilitator helps parties to explore common ground, identify shared interests, and find mutually acceptable solutions.

Ensuring follow-through: After an agreement is reached, the mediator or facilitator may assist in establishing a plan of action and monitoring its implementation.

Mediation and facilitation can be particularly useful in complex or deeply entrenched conflicts, where the involvement of a neutral third party can facilitate resolution and improve relationships among parties.

Additional tips and techniques for conflict resolution

As you might have guessed, there are far more options to explore in managing conflicts. The five in the previous section were just the tip of the iceberg. There are various tips, practices, and techniques that can further enhance your conflict resolution skills. By incorporating these approaches into your conflict resolution toolkit you can navigate conflicts more effectively and foster positive outcomes, so it's time to refine those skills and contribute to a more harmonious and productive work environment. 

Separate people from the problem: Focus on the issue at hand rather than personalizing the conflict. By separating people from the problem, you can approach conflict resolution more objectively.

Foster a culture of feedback: Create an environment where feedback is valued and encouraged. Constructive feedback can address conflicts early on and prevent them from escalating.

Continuously learn and improve: Conflict resolution is a skill that can be honed over time. Seek opportunities for  professional development , attend workshops or training programs, and learn from real-world experiences.

Your conflict resolution journey

Congratulations! You've embarked on a journey to unlock the power of conflict resolution and forge a path toward a workplace that thrives on harmony and fosters resounding success. In this article, we've delved into the definition of conflict resolution, looked at key skills and examples, and recognized its importance in professional settings.

By developing strong conflict resolution skills, you're not only enhancing your ability to navigate conflicts effectively but are also becoming a steward of your own career progression. The value of these skills extends far beyond resolving individual conflicts; they empower you to excel as a professional, a team player, and a leader.

Moreover, by employing various conflict resolution strategies you become equipped with a diverse toolkit to address conflicts proactively and constructively.

Remember, conflict is a natural part of human interaction, but how we handle and resolve it sets us apart. By continuously honing your conflict resolution skills, seeking win-win solutions, and embracing a culture of open communication, you will not only enhance your professional growth but also contribute to a happier work environment.

So, embrace the challenges that conflict presents as opportunities for growth. View conflict resolution as a skill set that empowers you to navigate through obstacles, build stronger relationships, and drive success. By becoming a master of conflict resolution, you are taking charge of your own career progression and setting a shining example for others to follow.

Now, go forth with confidence, armed with the knowledge and skills to transform conflicts into stepping stones toward your professional success!

Make sure that your exceptional conflict resolution skills are shining through on your resume by taking advantage of our  free resume review !

Recommended reading:

Interpersonal Conflict: How to Manage it and Learn From it

Leverage People Skills to Improve Your Employability and Career Success

What Are Soft Skills? And How to Showcase Them on Your Resume

Related Articles:

Don't “Snowplow” Your Kids' Job Search — Set Them Up for Success Instead

What Kind of Job Candidate Are You?

Why December is the Best Time of Year to Look for a Job

See how your resume stacks up.

Career Advice Newsletter

Our experts gather the best career & resume tips weekly. Delivered weekly, always free.

Thanks! Career advice is on its way.

Share this article:

Let's stay in touch.

Subscribe today to get job tips and career advice that will come in handy.

Your information is secure. Please read our privacy policy for more information.

• Wellness Platform
• Health Content
• Health Coaching
• Live Wellness Events

Rewards Wallet NEW

• Tobacco Cessation
• Lifestyle Spending Account
• Single Challenge
• Wellness Services
• All Resources

Events & Webinars

• Research Hub

2024 Employee Wellness Industry Trends

Lifestyle Spending Account: Comprehensive Guide & Top Providers

Wellable: Employee Wellness, Reimagined

Wellable weekly: latest insights for a thriving workplace.

Wellness Program Comparative Analysis

• Why Wellable
• Health Fairs
• Rewards Wallet
• App & Device Integrations
• Rewards & Recognition
• Holistic Wellness Challenges
• Personal Wellness Assessment
• Clinical Event Verification
• Dedicated Customer Success
• Benefits Navigation
• Community Chat
• Program Analytics
• Events & Webinars
• Wellable Blog
• Wellable DIY

7 Effective Conflict Resolution Techniques In The Workplace

Estimated reading time: 9 minutes

The Three C’s Of Conflict Resolution

1. open communication, 2. active listening, 3. emotional intelligence, 4. impartiality, 5. patience, 1. investigate the situation, 2. find common ground, 3. brainstorm potential solutions, 4. agree on a solution, 5. establish responsibilities, 6. document the incident, 7. follow up.

In the bustling hive of a modern workplace, clashing opinions, priorities, and aspirations are almost inevitable.

🖼️ Picture this: Two dedicated team members find themselves at odds over a critical project timeline. As deadlines loom and tensions rise, the once-cohesive partnership begins to crack under the weight of differing viewpoints. Amidst this turmoil, complaints to colleagues escalate the situation, underscoring the urgency of effective conflict resolution.

This scenario, while fictional, is all too familiar to anyone who has experienced the challenges of workplace dynamics. However, conflicts don’t necessarily indicate the downfall of collaboration. They can serve as catalysts for growth, understanding, and improved teamwork.

This article covers the “Three C’s” of conflict resolution, essential skills to navigate tense conversations, and a seven-step process to effectively manage conflicts in the workplace.

What Is Conflict Resolution?

Conflict resolution is the process of addressing and resolving disagreements, disputes, or conflicts between individuals or groups fairly and constructively.

1. Communication: Effective communication involves actively listening to all parties involved, expressing oneself clearly and respectfully, and facilitating open and honest dialogue to understand and address underlying issues.

2. Collaboration: Collaboration involves working together to find mutually acceptable solutions. This includes brainstorming ideas, sharing perspectives, and seeking common ground to reach resolutions that consider the interests of all parties.

3. Compromise: Compromise involves finding a middle ground and making concessions to meet the needs of both sides. It requires a willingness to give and take, ensuring that no single party’s desires dominate the outcome.

These principles form a foundation for productively navigating conflict.

5 Conflict Resolution Skills

Effective workplace conflict resolution often relies on several universal skills, including:

Transparent dialogue creates a work environment where individuals feel safe, heard, and valued. To catch conflict early, managers should consider implementing an open-door policy. This encourages employees to reach out to management for conflicts of importance without fear of repercussion.

Active listening is a cornerstone skill in effective conflict resolution. It involves giving undivided attention to the speaker, understanding their perspective, and acknowledging their emotions. Practicing active listening may include:

• Using open body language, such as facing the speaker and keeping arms uncrossed
• Maintaining eye contact
• Paraphrasing or summarizing the speaker’s points
• Avoiding interrupting

This not only ensures accurate comprehension but also fosters a sense of validation and respect for the other person’s viewpoint. With open minds and open ears, conflicts can be de-escalated and pave the way for collaborative problem-solving.

Emotional intelligence involves recognizing and regulating one’s emotions while empathetically perceiving and addressing the emotions of others. By staying attuned to emotional cues and nonverbal signals, individuals can navigate tense situations with sensitivity and tact.

Emotional intelligence allows conflict resolvers to guide discussions in a manner that considers the underlying feelings and concerns of all parties involved. This fosters a more conducive environment for finding common ground and reaching mutually beneficial resolutions.

Resolving conflict becomes increasingly difficult when individuals stray away from the problem at hand. When navigating conflict, avoid these pitfalls:

• Bringing up unrelated previous conflicts
• Attacking character or personal traits
• Making assumptions based on personal biases

Impartiality allows parties to fairly assess the situation, consider diverse viewpoints, and make well-informed decisions that prioritize the best interests of the organization and its employees. This skill fosters trust and confidence, resulting in balanced and equitable outcomes that contribute to a harmonious workplace.

The nature of workplace conflicts often demands time for issues to unravel, emotions to settle, and perspectives to clarify. Practicing patience means refraining from rushing to conclusions or decisions prematurely.

Even if there appears to be an obvious solution, it’s important to allow ample time for all parties to feel involved in the decision-making process. Give individuals the space and time they need to fully express themselves and ensure that all relevant information is brought to the table.

7 Proven Steps To Resolve A Conflict In The Workplace

The following framework can be employed to effectively manage conflicts in the workplace, integrating the essential skills mentioned above.

When conflict arises in the workplace, the first step is to conduct a thorough investigation into the matter. This includes:

• Speaking with involved parties to understand what needs are not being met
• Asking questions about what outcomes each party would like to achieve
• Determining if employees can work out the issue on their own or if a third party is needed (i.e., HR, management, etc.)

Thoroughly understanding both sides of the dispute ensures an accurate representation of the situation and allows the root causes to be determined before proceeding.

Finding common ground in workplace conflict resolution entails pinpointing shared goals, values, or interests that can serve as a foundation for constructive dialogue. Oftentimes, both parties are working towards the same goal but have differing viewpoints on how to achieve it.

Recognizing commonalities helps create a sense of unity and opens the door for more productive discussions, as individuals can begin to see beyond their differences and work toward a mutually beneficial resolution.

With common ground established, the next step is to facilitate a brainstorming session to generate potential solutions. Those who are managing workplace conflict resolution can encourage the parties to contribute ideas without judgment, discussing the pros and cons of each solution in a collaborative way.

Next step is to negotiate and agree upon the most suitable resolution. This may involve compromise and open dialogue, where each party has the opportunity to voice their preferences and concerns. Both parties should strive for a solution that is fair, realistic, and aligns with the common ground identified earlier. Achieving consensus ensures that all parties have a vested interest in the resolution’s success.

By clearly defining the roles and responsibilities of those involved, everyone will be aware of their contributions toward the resolution process. By delineating responsibilities, the focus shifts from finger-pointing to collaborative problem-solving, creating a sense of ownership and accountability. This clears the path for a more streamlined and efficient conflict resolution process, where all individuals work together to achieve a mutually satisfactory outcome.

A document of the incident serves as an official record that can be referred to in the future if needed. The following details could be included:

• The parties involved
• The nature of the conflict
• The chosen resolution
• Actions or commitments made

This provides clarity and accountability, reducing the likelihood of misunderstandings down the line. It also helps employers monitor common causes of problems within the workplace and identify employees who may be toxic to the environment.

Once a conflict is resolved, relationships don’t always return to normal. Maintaining open lines of communication after reaching a solution prevents regression in progress and the emergence of new issues. This includes checking in with the individuals involved and ensuring both sides of the agreement are upheld. Ongoing communication demonstrates an organization’s commitment to the welfare of employees and dedication to maintaining a healthy work environment.

Effective workplace conflict resolution transcends mere agreement. It creates an environment where diverse viewpoints come together, solutions arise from unique angles, and unity prevails amidst differences. Both employers and individuals can adopt conflict resolution strategies to turn challenges into prospects. This nurtures a workplace where conflicts, handled with empathy and expertise, lead to a future characterized by collaboration, collective well-being, and shared achievements.

Other Articles In Holistic Workplace Wellness

How To Pick The Best Reward Structure For Your Wellness Program

7 Alternatives To The Body Mass Index (BMI)

How To Support Employees With Chronic Illness

How To Build Employee Confidence At Work

How To Handle Difficult Conversations At Work

A Guide To Ergonomics In The Workplace

15 Company Retreat Ideas To Unite Your Team

The Importance Of Employee Well-Being In The Workplace

A Guide To Financial Wellness Programs For Employees

How To Start A Wellness Program At Work