Conflict Resolution

Quick Tip

Listen actively and seek to understand all perspectives before attempting to resolve a conflict. The goal is to find a solution that works for everyone involved.

Overview of Conflict Resolution

🗣️

Communication Skills

  • Active Listening
  • Clear Expression
  • Body Language
  • Emotional Intelligence
⚖️

Resolution Methods

  • Negotiation
  • Mediation
  • Problem-Solving
  • Collaboration

Core Resolution Components

👂

Listen

Active engagement

💭

Understand

Perspective taking

🤝

Collaborate

Joint solutions

✅

Resolve

Implementation

Basic Conflict Resolution Flow

🎯

Identify

→
💡

Analyze

→
🤝

Resolve

→
✨

Follow-up

Figure 1: Basic conflict resolution process flow

Resolution Strategies

Negotiation Process
Professional Negotiation Techniques

Negotiation Skills

  • Active listening techniques
  • Interest-based bargaining
  • Win-win solution finding
  • Building consensus
Mediation Process
Effective Mediation Process

Mediation Process

  • Neutral facilitation
  • Structured dialogue
  • Solution exploration
  • Agreement building

Modern Approaches

Digital Conflict Resolution
Digital Conflict Resolution Tools

Digital Solutions

  • Online dispute resolution
  • Virtual mediation
  • AI-assisted analysis
  • Digital documentation
Modern Mediation
Contemporary Mediation Approaches

Contemporary Methods

  • Cross-cultural mediation
  • Restorative justice
  • Trauma-informed approach
  • Systems thinking

Conflict Management Styles

🤝

Collaborative

High concern for both self and others. Seeks win-win solutions through cooperation.

  • Problem-solving focus
  • Open communication
  • Creative solutions
⚖️

Compromising

Moderate concern for self and others. Seeks middle ground through give and take.

  • Partial satisfaction
  • Quick resolution
  • Temporary solutions
🎯

Accommodating

Low concern for self, high for others. Yields to maintain relationships.

  • Relationship focus
  • Harmony building
  • Future goodwill

Best Practices & Guidelines

Conflict Resolution Process
Effective Communication in Practice

Do's

  • Address conflicts promptly
  • Maintain neutral body language
  • Focus on the issue, not the person
  • Validate emotions and concerns
  • Document agreements and follow up
Conflict Prevention
Preventing Conflict Escalation

Don'ts

  • Take sides or show bias
  • Make assumptions
  • Let emotions control responses
  • Rush to conclusions
  • Ignore underlying issues

Practical Tools & Techniques

Communication Tools

I-Messages

Format: "I feel [emotion] when [situation] because [reason]"

Active Listening Steps

  1. Pay attention
  2. Show you're listening
  3. Provide feedback
  4. Defer judgment
  5. Respond appropriately

Resolution Framework

GROW Model

  • Goal - Define the desired outcome
  • Reality - Assess current situation
  • Options - Explore possibilities
  • Way Forward - Create action plan

Conflict Analysis Tool

  • Identify stakeholders
  • Map interests and needs
  • Analyze power dynamics
  • List possible solutions