Conflict resolution is the process that two or more parties use to find a cordial solution to a problem. Conflicts can occur between friends and family members, but also between coworkers, clients, and customers. In the workplace, having poor conflict resolution skills can reflect very negatively on your organization.
Why is conflict resolution important?
Conflict resolution is crucial for both the workplace and client relationships. Conflict resolution brings people together to figure out a solution to a problem rather than pulling them apart. The goal of a workplace is to create an inclusive environment of people that know how to manage and limit conflicts. You can’t expect to have a conflict-free workplace, so instead, you should aim to ensure everyone has the skills to handle conflicts in a professional manner.
5 important conflict resolution skills
Conflict resolution doesn’t come easily to everyone. Some people naturally default to unhealthy responses, even if it’s not what they intend to say. This is why it’s crucial to know important conflict resolution skills. Instead of handling a situation with anger and resentment, conflict resolution skills teach you to respond in a calm and non-defensive manner.
1. Active listening
The first step in resolving a problem is taking the time to listen to what the other party has to say. It’s easy to assume that you’re the right one in the situation and dismiss the other person’s thoughts, but that mindset doesn’t help resolve the issue. Instead, it’s imperative to do active listening.
2. Communication
Communication is key in every relationship, whether it be professional or personal. If you don’t communicate your thoughts and feelings to the people around you, how can you expect them to understand how you feel?
3. Don’t place blame
The last thing you want to do during a conflict is place blame on one another. You shouldn’t point fingers, as this can escalate the conflict and make matters worse. Instead, create a safe environment that doesn’t place blame on one specific person.
4. Remaining calm
Sometimes, our natural response during an argument is to let emotions like anger and frustration take control, but that seldom results in a resolution. Your tone of voice goes a long way in a conversation, which is why it’s important to remain calm when resolving a conflict. Although it might be hard to stay level-headed during a disagreement, it’s necessary so that you don’t exacerbate the issue.
5. Collaboration
In a conflict, both parties often believe they’re in the right, which is why it’s important to collaborate and find common ground and compromise. Conflict resolution is a joint effort. You can’t expect one party to come to the solution all by themselves. Instead, you need to work together to reach a solution that works for everyone. Having the willingness to collaborate will also show the other party that you’re able to put your differences aside to come to a conclusion as a team.
Conflict resolution strategies
When addressing conflict, there are various strategies that you can follow. All of these strategies are often used in the court of law, but they can be applied to any sort of conflict situation, including in the workplace.
1. Negotiation
Negotiating can be hard, but it’s crucial when it comes to conflict resolution. Negotiating means putting your differences aside and working together to come to a conclusion.
2. Mediation
The mediation strategy involves enlisting a neutral, unbiased third party who can help you come to a conclusion. Sometimes, having another person involved in a discussion is all you need to find a solution.
3. Arbitration
Arbitration involves having a third party that acts as a “judge” who will make the final decision to end the dispute.
4. Litigation
In litigation, the parties involved in the dispute will go in front of a judge or a judge and jury who will hear both sides of the argument, weigh the evidence, and then make a decision.
In conclusion, Having good conflict resolution skills is necessary both within and outside of the workplace. Conflicts are inevitable. Everyone in your office can get along extremely well, and you’ll likely still find yourself faced with a conflict from time to time. So instead of trying to avoid conflicts altogether, you should work on your conflict resolution skills.
The way you handle a conflict shows a lot about who you are as a person. If you can resolve a conflict with grace and calmness, it indicates that you’re willing to put your differences aside for the sake of a resolution, which is a very important trait to have. The next time you find yourself faced with a conflict at work, follow the above strategies and you’ll be comfortable with conflict resolution in no time.
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