Conflict arises from differences in thoughts, attitudes, interests or perceptions between individuals or groups. There are various types of conflicts including those over goals, ideas, personal issues or behaviors. Conflict resolution aims to find a solution where parties work together productively through open communication and understanding each other's perspectives. It requires skills like active listening, emotional intelligence, patience, impartiality, positivity and a willingness to compromise. Common conflict resolution strategies include avoiding, competing, accommodating, collaborating and compromising.

1. CONFLICT MANAGEMENT
AND RESOLUTION SKILLS

2. Conflict is defined as a clash between individuals arising out of a
difference in thought process, attitudes, understanding, interests,
requirements and even sometimes perceptions.
Conflict is a normal, and even healthy, part of relationships.
Conflict can arise with in;
 Interpersonal
 Intergroup

3. After all, two people can’t be expected to agree on everything
at all times.
When conflict is mismanaged, it can harm the relationship. But
when handled in a respectful and positive way, conflict
provides an opportunity for growth, ultimately strengthening
the bond between two people.
Since relationship conflicts are inevitable, learning to deal with
them in a healthy way is crucial.

4. TYPES OF CONFLICT
 Goal conflict: can occur when one person or group desires a
different goal or outcome than others do.
 Cognitive conflict: can result when one person or group holds
ideas or opinions that are inconsistent with those of others.
 Affective conflict: can occur when individuals or groups
don’t get along with each other what they are doing
 Behavioral conflict: when one person or group does
something (i.e., behaves in a certain way) that is unacceptable
to others

5. WHAT IS CONFLICT RESOLUTION?
Conflict resolution is the process in which two or more parties
work toward a solution to a problem or dispute.
The parties involved work together to achieve a solution that
solves the problem in a way that is productive.
Conflict resolution skills are required for a wide range of
positions across many job sectors.

6. Conflict resolution can be under taken using a variety of different
styles. While these styles may differ, every method utilizes the same
management skills.
To successfully manage conflict, you’ll need to characterize number
of skills.
Below are some of the core skills and characteristics that you’ll need
to adopt if you want to effectively manage workplace conflicts

7. ACTIVE LISTENING
Active listening focuses on being attentive to what the other
person has to say.
the most important thing you can do is have an open mind (and
open ears!) To do this, make note of the other person’s phrasing.
Then, respond using their same wording.
This demonstrates that you were listening and helps clear up any
confusion about the points being discussed.

8. EMOTIONAL INTELLIGENCE
Emotional intelligence describes the ability to perceive,
understand and control other peoples’ emotions as well as your
own
This skill is essential when managing conflict because it
prevents the situation from escalating.
If you can effectively interpret your opposition’s emotions, it’ll
be easier to communicate with them without provoking them.

9. PATIENCE
Conflicts are rarely simple to overcome. If they were, there
wouldn’t be 22,000 people searching for “conflict resolution”
on the internet each month.
It’s important to keep in mind that the problem may not be
solved right away, even if the solution is obvious. Ideally, you’ll
want to take the time to listen to every participant and value
each argument evenly.

10. IMPARTIALITY
The conflict can sometimes serve as an opportunity to air
previous grievances that have developed between the involved
parties over time. Now, the problem at hand can’t be resolved
until the historical issues are addressed.
While it might be important to work through those past issues at
some point, don’t deprioritize the situation at hand now to solve
the older ones.

11. POSITIVITY
Being positive with your conflict management actions is a great
way to keep the conversation moving forward.
Conflicts are full of roadblocks and you’ll need to be willing to
overcome them if you want to come to a resolution.
Having a positive attitude going into the conflict can help other
participants who may be wary of the interaction feel more at ease.

12. OPEN COMMUNICATION
Relationships between the people involved in a conflict don’t
always go back to normal when a problem is resolved.
This relationship needs to be nurtured after a solution is found
in order to prevent future issues from arising.
Creating an open line of communication between the parties is
the best approach for fostering a healthy, long-term relationship
post-conflict.

13. CONFLICT RESOLUTION SKILLS
 Use yes, and statements.
 Don't point fingers.
 Let the person explain themselves, and actively listen.
 Use I statements.
 Maintain a calm tone.

14.  Show a willingness to compromise or collaborate.
 Don't talk behind people's backs.
 Don't take anything personally.
 Pay close attention to nonverbal communication.
 Prioritize resolving the conflict over being right.

15.  Know when to apologize and forgive.
 Focus on the conflict at hand and not past ones.
 Use humor, when appropriate.
 Remember the importance of the relationship

16. CONFLICT RESOLUTION STRATEGIES
The Thomas-Kilmann Model of conflict resolution describes
five strategies for addressing conflict.
These strategies are used to resolve conflict different types of
conflicts and partners
 Avoiding, Competing, Accommodating, Collaborating,
Compromising.

17. AVOIDING
This style aims to reduce conflict by ignoring it, removing the
conflicted parties, or evading it in some manner.
Team members in conflict can be removed from the project they
are in conflict over, deadlines are pushed, or people are even
reassigned to other departments.
This strategy is best for small annoyances, one-off mistakes,
and issues that would otherwise be worsened by addressing
them

18. COMPETING
The competitive style involves one, dominant person attempting
to achieve their goals at the expense of the other parties
involved. The competing individual is in a power-driven mode,
and asserts his or her point of view, usually making a quick
decision with little to no discussion.
This style rejects compromise and involves not giving in to
others viewpoints or wants.
.

19. ACCOMMODATING
 This style is about simply putting the other parties needs
before one’s own.
 Accommodation is for situations where you don’t care as
strongly about the issue as the other person, if prolonging the
conflict is not worth your time, or if you think you might be
wrong.

20. COLLABORATING
This is used when it is vital to preserve the relationship between
all parties or when the solution itself will have a significant
impact.
Each party’s needs and wants are considered, and a win-win
solution is found so that everyone leaves satisfied. This often
involves all parties sitting down together, talking through the
conflict and negotiating a solution together.

21. COMPROMISING
 This style seeks to find the middle ground by asking both
parties to concede some aspects of their desires so that a
solution can be agreed upon.
 This style is sometimes known as lose-lose, in that both
parties will have to give up a few things in order to agree on
the larger issue.
 Compromise can lead to resentment, especially if overused as
a conflict resolution tactic, so use sparingly.

22. THE END