What Is Conflict Resolution?

Conflict resolution is the process by which two or more parties reach a peaceful resolution to a
dispute.1

In the workplace, there can be a variety of types of conflict:

Conflict may occur between co-workers, between supervisors and subordinates, or between service
providers and their clients or customers.

Conflict can also occur between groups, such as management and the labour force, or between
entire departments.

Some conflicts are essentially arbitrary, meaning it doesn’t matter who “wins,” only that the
problem is resolved so everyone can get back to work.

But some conflicts reflect real disagreements about how an organization should function.

The Conflict Resolution Process

The resolution of conflicts in the workplace typically involves some or all of the following processes:

Recognition by the parties involved that a problem exists.

Mutual agreement to address the issue and find some resolution.

An effort to understand the perspective and concerns of the opposing individual or group.

Identifying changes in attitude, behavior, and approaches to work by both sides that will lessen
negative feelings.

Recognizing triggers to episodes of conflict.

Interventions by third parties such as human resources representatives or higher-level managers to

A willingness by one or both parties to compromise.

Agreement on a plan to address differences.

Monitoring the impact of any agreements for change.

Types of Conflict Resolution Skills

Assertiveness

A supervisor might take the initiative to convene a meeting between two employees who have
engaged in a public dispute. An employee might seek out a person with whom they're having conflict
to suggest working together to find ways to co-exist more peacefully.

Articulation

Balanced Approach

Candor

Decisiveness

Delegation

Fact-Based

Fairness

Firmness

Leadership

Managing Emotions

Management

Negotiation

Socializing

Voicing Opinions

Problem-Solving

Self-Control

Stress Management

Interviewing and Active Listening

A human resources representative might have to ask questions and listen carefully to determine the
nature of a conflict between a supervisor and a subordinate.

Articulation
Attentiveness

Conscientiousness

Consideration

Empathy

Encouragement

Intuition

Listening

Negotiation

Nonverbal Communication

Persuasion

Prediction

Presentation

Professionalism

Relationship Building

Respect

Sense of Humor

Sincerity

Socializing

Understanding

Verbal Communication

Empathy

A mediator might encourage empathy by asking employees in conflict to each describe how the
other might be feeling and thinking, and how the situation might look to the other party.

Empathy is also an important skill for mediators, who must be able to understand each party’s
perspective, without necessarily agreeing with either.

Asking for Feedback

Compassion

Inclusion

Giving Feedback

Handling Difficult Personalities

Managing Emotions

High Emotional Intelligence

Identifying Nonverbal Cues

Recognizing Differences

Understanding Different Viewpoints

Interpersonal skills

Patience

Personable

Self-Awareness

Self-Control

Trustworthiness

Welcoming Opinions

Facilitation

Managers of rival departments might facilitate a joint brainstorming session with their teams to
generate solutions to ongoing points of conflict. Group facilitation techniques can also be used to
avoid triggering conflict during group decision-making in the first place.

Brainstorming

Collaboration

Conflict Management

Diplomacy

Ethics

Humility
Influence

Insight

Intuition

Listening

Organization

Patience

Perception

Planning

Practical

Realistic

Reflective

Teamwork

Mediation

A supervisor might guide subordinates who are in conflict through a process to identify mutually
agreeable changes in behavior.

Assertiveness

Compassionate

Decision Making

Emotional Intelligence

Empathy

Honesty

Impartial

Insightful

Leadership

Measured

Patience

Problem Solving
Professionalism

Psychology

Rational Approach

Respect

Understanding

Transparency

Problem Solving

A supervisor might redefine the roles of two conflict-prone staff to simply eliminate points of
friction. Creativity can also mean finding new win/win solutions.

Brainstorming Solutions

Conflict Analysis

Collaborating

Creative Problem Solving

Critical Thinking

Convening Meetings

Creativity

Critical Thinking

Decision Making

Designating Sanctions

Fair Resolution

Goal Integration

Monitoring Process

Nonverbal Communication

Problem Solving

Restoring Relationships

Sense of Humor

Verbal Communication
Accountability

A supervisor might document conflict-initiating behaviors exhibited by a chronic complainer as

Adaptable

Collaboration

Delegation

Drive

Dynamism

Flexibility

Focus

Follow-through

Honesty

Integrity

Leadership

Motivation

Organized

Planning

Results-Oriented

Visionary

Trustworthy

Versatile

More Conflict Resolution Skills

Accepting Criticism

Assertiveness

Avoid Punishment

Being Present
Calmness

Data-Driven

Impartiality

Intuition

Leadership

Letting It Go

Logical

Non-Bias

Patience

Positivity

Prioritizing Relationships

Project Management

Research

Respecting Differences

Separating Yourself

Stress Management

Technical Expertise

Examples of Conflict Resolution Skills

Assertiveness by a supervisor who convenes a meeting between two employees who have engaged
in a public dispute.

Interviewing and active listening skills utilized by a human resources representative to define the
nature of a conflict between a supervisor and subordinate.

A supervisor encouraging empathy by asking opposing employees to describe how the other might
feel in conflict situations.

Managers of rival departments facilitating a brainstorming session with their staff to generate
solutions to ongoing points of conflict.

Mediation skills by a supervisor who helps rival subordinates to identify mutually agreeable changes
in behavior.

A co-worker seeking out a rival and suggesting that she would like to find a way to co-exist more
peacefully.
Creativity and problem-solving by a supervisor who redefines roles of two conflict-prone staff to
eliminate points of friction.

Accountability established by a supervisor who documents conflict-initiating behaviors on an