- Techniques for Conflict Resolution
• Behavioral Techniques
o Don’t negotiate when angry.
o Forget the past and stay in the present.
o Focus on the problem not the person.
o Communicate feelings assertively, NOT aggressively. Express
concerns without blaming the other side.
o Expect and accept another’s right to disagree. Don’t push or
force compliance; work to develop common agreement.
o Don’t view the situation as a competition where one has to win
and the other has to lose. Work toward a solution where both
parties have some of their needs met.
o Build ‘power with’ NOT ‘power over’ others.
o Thank the person for listening.
• Negotiation Techniques
o Identify and define the conflict in specific terms.
o Focus on areas of common interest and potential areas for
agreement.
o NEVER jump to conclusions or make assumptions about what
another is feeling or thinking.
o Listen without interrupting; ask for feedback if needed to assure
a clear understanding of the issue.
o Generate alternative solutions.
o Discuss the pros and cons of the alternatives. Listen as well as
state your case.
o Select the best course of action that all can agree upon.
o Implement only the parts of the plan that are in agreement.
Remember, when only one person’s needs are satisfied in a
conflict, it is NOT resolved and will continue.
o Follow-up to evaluate the effectiveness of the plan and make
any adjustments necessary.
http://www.pbs.org/newshour/extra/teachers/lessonplans/world/july-dec09/techniques_for_conflict_resolution.pdf
- When conflicts go unaddressed, they can have a negative impact on productivity and teamwork. Using conflict resolution strategies in the workplace will help maintain a healthy work environment. Conflict resolution requires specific leadership skills, problem solving abilities and decision making skills. Consider the following conflict resolution techniques to help resolve issues in your office
http://www.notredameonline.com/conflict-resolution-in-the-workplace/
- Conflict Management Techniques
Conflict situations are an important aspect of the workplace. A conflict is a situation when the interests, needs, goals or values of involved parties interfere with one another. A conflict is a common phenomenon in the workplace. Different stakeholders may have different priorities; conflicts may involve team members, departments, projects, organization and client, boss and subordinate, organization needs vs. personal needs. Often, a conflict is a result of perception. Is conflict a bad thing? Not necessarily. Often, a conflict presents opportunities for improvement. Therefore, it is important to understand (and apply) various conflict resolution techniques.
Forcing
Also known as competing. An individual firmly pursues his or her own concerns despite the resistance of the other person. This may involve pushing one viewpoint at the expense of another or maintaining firm resistance to another person’s actions.
Win-Win (Collaborating)
Also known as problem confronting or problem solving. Collaboration involves an attempt to work with the other person to find a win-win solution to the problem in hand - the one that most satisfies the concerns of both parties. The win-win approach sees conflict resolution as an opportunity to come to a mutually beneficial result. It includes identifying the underlying concerns of the opponents and finding an alternative which meets each party's concerns.
Compromising
Compromising looks for an expedient and mutually acceptable solution which partially satisfies both parties.
Withdrawing
Also known as avoiding. This is when a person does not pursue her/his own concerns or those of the opponent. He/she does not address the conflict, sidesteps, postpones or simply withdraws
Smoothing
Also known as accommodating. Smoothing is accommodating the concerns of other people first of all, rather than one's own concerns.
http://www.hrpersonality.com/Resources/ConflictManagementTechniques.aspx
- Conflict Resolution Techniques
Avoidance Approach
Stay out of conflict; remain neutral on issues. Employed by individuals that do not have enough invested in the issue to see value in the conflict. Often used when the conflict is not critical or is perceived to be beyond their capacity to manage.
Domination Approach
Remain singularly focused on one resolution to a conflict. These individuals will not readily yield and often fail to recognize the value of alternatives.
Accommodation Approach
Entirely yielding to the conflicting point of view. Seeking to preserve personal relationships even when it does benefit project tasks and objectives
Compromise Approach
Assumes that no solution can be achieved that will yield complete satisfaction for all participants involves. Attempts to balance personal relationships and project success when one or both may be compromised in the conflict.
Consensus Approach
Mutual agreement and understanding between all conflicting parties. Leads to project success while simultaneously reinforcing personal relationships. Is often the lengthiest resolution to a conflict, but produces the most favorable results.
http://projectmechanics.com/conflict-management/conflict-resolution-techniques
