Chapter 3: Conflict Resolution: Strategies and Steps

Conflicts Resolution; The Strategies

 Negotiations
 Mediation
 Arbitration and
 Reconciliation

Steps of resolving conflicts

 Awareness
 Self-preparation,
 Conflict Reduction,
 Negotiations and
 Agreement

Objectives:

By the end of this chapter, students should be able to:

1) Identify and explain various strategies for conflict resolution in both personal and
professional settings.
2) Understand the key steps involved in resolving conflicts and apply them in real-world
situations.
3) Analyze the strengths and weaknesses of each conflict resolution strategy and understand
when to use each one effectively.
4) Evaluate the impact of conflict resolution strategies on relationships, organizational
culture, and society.
5) Demonstrate skills in applying mediation, negotiation, and other conflict resolution
techniques.

Introduction

Conflict is an inevitable aspect of human interaction, arising from diverse interests, values,
needs, and perspectives. Effectively resolving conflicts is essential for maintaining harmony,

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fostering collaboration, and ensuring sustainable relationships at individual, group, and
organizational levels.

None of us will live a life without conflict. Conflict is normal and natural. Families,
communities, organizations, and workplaces frequently experience conflict between individuals;
for these relationships and their communities or workplaces to function optimally, effective
conflict resolution is a must. We must address this question: “What are the basic strategies and
steps of conflict resolution?” Without understanding the following elements, it's hard to get a
proper answer to the above question.
By offering insights into conflict resolution strategies and detailing step-by-step processes, this
chapter equips readers with the knowledge and tools necessary to navigate conflicts effectively,
turning potential disruptions into opportunities for growth and understanding. Whether in
personal, professional, or community settings, mastering these strategies ensures the creation of
equitable and lasting resolutions that benefit all parties involved.

Negotiation

Conflict negotiation is a dynamic process aimed at resolving disputes, differences, or

disagreements between parties by finding common ground and reaching mutually acceptable
solutions. It is a strategic form of communication where conflicting parties engage in discussions
to address their respective needs, interests, and concerns. This process is not about winning or
losing; rather, it focuses on creating outcomes that are satisfactory to all parties involved. This
process often involves open, active dialogue, listening, and compromise. Negotiation and
effective conflict resolution can be summarized as follows:

1) Communication and Understanding

Effective negotiation relies on open communication and active listening. By fostering an
environment where parties can freely express their perspectives, negotiation enhances
understanding and lays the groundwork for constructive discussions. This mutual
understanding is an essential element in resolving conflicts. Example: In a workplace
dispute between a manager and an employee, a negotiation process may include active
listening sessions where both parties articulate their concerns and expectations. Open

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 dialogue often helps identify underlying issues, such as workload imbalance or unclear
communication.
2) Collaborative Problem-Solving
Negotiation encourages parties to engage in collaborative problem-solving. By pooling
their ideas, conflicting parties can develop innovative solutions that address their
respective interests. The process often leads to more sustainable outcomes than one-sided
solutions. Example: During negotiations between community leaders over resource
allocation, brainstorming sessions might result in a shared infrastructure project that
benefits all stakeholders rather than prioritizing one group.
3) Rebuilding Relationships
Successful negotiation goes beyond resolving immediate disputes; it helps rebuild
relationships. Agreements reached through negotiation often foster mutual trust and
understanding, reducing the likelihood of future conflicts. Example: A divorce
negotiation where both parties agree on child custody terms not only resolves the legal
issue but also sets a cooperative tone for future parenting decisions.
4) Constructing Sustainable Solutions
Negotiation seeks to create resolutions that are not only achievable but also sustainable.
By addressing the root causes of the conflict, negotiation ensures that the solutions are
long-lasting and minimize the chances of recurrence. Example: A labor negotiation
between employees and management might result in a revised work schedule that
accommodates employee needs while maintaining productivity.

In general, negotiations are direct negotiations between two or more parties to the dispute
without the help of other parties in order to resolve the dispute.

The negotiation process, if the parties can agree on a settlement, means that the dispute has
ended with peace

Mediation

Mediation is a voluntary and systematic method of handling conflicts that has gained popularity
as an effective approach in conflict resolution. According to Taylor, mediation is defined as

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"the process by which participants come together with the assistance of a neutral person or
persons to systematically separate disputed issues and develop options for resolution."

The Role of Mediation

Mediation plays an essential role in resolving conflicts by offering an alternative to adversarial

processes. Its key roles include:

1) Non-Coercive Process: A mediator cannot impose a decision; however, the structured

process often leads to effective conflict resolution. Example: A workplace dispute may be
resolved when a mediator helps both parties clarify their concerns without mandating
solutions.
2) Facilitating Productive Discussions: Mediators create a space for dialogue that is more
constructive than parties could achieve independently. Example: In divorce mediation,
mediators ensure discussions focus on finding solutions rather than assigning blame.
3) Generating New Ideas: Mediators encourage brainstorming and creativity to identify
potential solutions. Example: A community conflict over land use might be resolved by
mediators suggesting shared use or alternative development plans.
4) Encouraging Flexibility: Mediators help participants soften rigid positions and explore
compromise. Example: In political disputes, mediators might help opposing parties find
common ground on shared goals.

Who Are the Mediators?

Mediators can be categorized into three primary groups, each bringing unique perspectives and
approaches to the mediation process:

1) Individuals: These may include private practitioners, retired judges, respected community
leaders, or experienced negotiators. Individual mediators often bring flexibility and
personal credibility and may tailor their approach according to the cultural or social context
of the conflict. For example, a respected village elder mediating a land dispute within a
local community may draw on personal authority and community trust.

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 2) States: Governments often mediate regional or international conflicts, particularly when
stability in a neighboring region aligns with their strategic interests. For instance, Norway’s
role in facilitating talks between the Government of the Philippines and the National
Democratic Front exemplifies state-led mediation, wherein a neutral third-state actor
encourages dialogue and helps build frameworks for peace.
3) Institutions and Organizations: Non-governmental organizations (NGOs), international
organizations, and religious institutions frequently engage in mediation, especially when
states alone cannot address the complexity of long-standing conflicts. Examples include:
 Amnesty International and International Alert: NGOs specializing in human
rights and peacebuilding may facilitate dialogue and trust-building in post-conflict
societies.
 The Organization of Islamic Cooperation (OIC): Religious-based organizations
can offer legitimacy and cultural familiarity in resolving conflicts involving
religious or identity-based dimensions.
 The International Committee of the Red Cross (ICRC) and humanitarian
agencies: These organizations frequently mediate to ensure safe passage of aid,
secure prisoner exchanges, or establish humanitarian corridors.

Strategies of Mediation

Mediators have many resources, strategies and techniques available to them in trying to intervene
in a conflict situation. Specifically, mediators may use one of the following three strategies in the
course of helping to deal with a conflict.

1) Communication-Facilitation Strategies: Mediators focus on improving dialogue and

information flow. They may simply help parties speak and listen effectively without
steering the conversation towards any particular outcome. Here a mediator typically adopts
a fairly passive role, channeling information to the parties, facilitating cooperation, but
showing little control over the more formal process. Example: In community mediation
centers, a mediator might facilitate town hall meetings, ensuring that everyone’s voice is
heard and misunderstandings are clarified. Another Example: In family mediation, a
mediator might help parents communicate more effectively about parenting plans without
directing the specific terms of the agreement

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 2) Procedural Strategies: This strategy involves the mediator exercising control over the
conflict management process by organizing the environment, setting the agenda, managing
the timing, and handling the distribution of information. Enables a mediator to bring both
parties together in some neutral environment, where they (i.e., the mediator) use some
control over the conflict management process. Here a mediator may exercise control over
timing, issues on the agenda, meeting place and arrangements, media publicity, the
distribution of information, and the formality or flexibility of the meetings. Example: In
workplace disputes, a mediator may arrange meetings in a neutral location, establish
ground rules for discussions, and manage the sequence of issue presentations to ensure a
structured dialogue.
3) Directive Strategies: The mediator actively shapes the content and nature of the final
outcome by offering incentives, support, or even applying pressure through diplomatic
means. Here a mediator works hard to shape the content and nature of a final outcome.
This is done by offering each party in conflict incentives, promises of support, or threats
of diplomatic sanctions. Example: The United States, mediating the Camp David
Accords in 1978, offered diplomatic incentives and security guarantees to both Egypt and
Israel to help bridge gaps and reach a historic peace agreement.

The effectiveness of mediation often hinges on the mediator's ability to remain neutral, build trust,
and employ appropriate strategies tailored to the specific conflict. Whether an individual, state
actor, or institutional representative, mediators must possess key skills such as active listening,
empathy, problem-solving, and adaptability.

Mediation remains an essential tool in conflict resolution, offering a structured yet flexible
approach to addressing disputes. By understanding the roles, types of mediators, and strategies
involved, parties can better navigate conflicts and achieve peaceful, lasting resolutions. As global
conflicts continue to evolve, the importance of skilled mediation—supported by diverse mediators
and robust strategies—will only grow in fostering harmony and cooperation.

Arbitration

Arbitration is a core method of alternative dispute resolution (ADR) where disputing parties agree
to refer their conflict to a neutral third party, known as the arbitrator, rather than pursuing a lawsuit
in a traditional court setting. Unlike litigation, arbitration is generally more flexible, potentially

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faster, and often confidential. Arbitrators’ decisions—known as "awards"—are binding on the
parties and can usually be enforced in courts around the world.

Arbitration is one of the techniques of alternative dispute resolution to resolve a dispute without
using court resources. Arbitrators may visit sites outside the hearing room, call expert witnesses,
seek out additional evidence, and decide whether or not the parties may be represented by legal
advice.

Who Are the Arbitrators?

Arbitrators play an essential role in arbitration. They are neutral third parties selected by the
disputing parties to make a binding decision based on evidence and arguments presented. Their
qualifications, background, and selection criteria vary depending on the nature of the dispute and
the arbitration agreement.

 Professional Backgrounds: Arbitrators may be legal professionals, retired judges,

industry experts, or academics with expertise in the subject matter of the dispute.
 Neutrality and Impartiality: Arbitrators are expected to maintain impartiality and
independence, avoiding any conflicts of interest that could compromise their judgment.

Reconciliation

Reconciliation conciliation is a collaborative and structured approach to resolving disputes, where

an impartial third party—known as a conciliator—facilitates communication between conflicting
parties to help them reach a mutually acceptable agreement. Unlike adversarial processes,
conciliation emphasizes cooperation, understanding, and the preservation of relationships.

Conciliation is a process where an independent third party, the conciliator, helps people in a dispute
to identify the disputed issues, develop options, consider alternatives, and try to reach an
agreement. A conciliator may have professional expertise in the subject matter in dispute and will
generally provide advice about the issues and options for resolution. The goal is to:

 Identify Disputed Issues: The conciliator helps clarify and articulate the key points of
disagreement.
 Develop Options: Participants brainstorm potential solutions to resolve the conflict.

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  Consider Alternatives: The conciliator guides parties to explore different paths to
resolution.
 Reach an Agreement: The process culminates in a mutually acceptable resolution.

Roles and Responsibilities of a Conciliator

1) Neutral Facilitator: The conciliator ensures fairness and neutrality throughout the process.
2) Expert Advisor: By leveraging their expertise, they provide informed suggestions to the
parties.
3) Communication Bridge: Facilitates constructive dialogue and reduces communication
barriers.
4) Option Developer: Proposes and refines viable solutions.
5) Agreement Advocate: Encourages parties to agree on terms that are equitable and
sustainable.

Steps of Resolving Conflicts

Below is a structured overview of the five basic stages of conflict resolution, each accompanied
by explanations, references to established conflict resolution concepts, and practical examples.
These steps can be utilized in various contexts—workplaces, classrooms, and communities—to
foster constructive dialogue, mutual understanding, and sustainable agreements.

Stage One: Awareness

The first step in resolving conflicts is recognizing the existence of negative emotional states or
tensions within a conflict situation. At this stage, individuals recognize the presence of conflict
and the negative emotional states that come with it. Self-awareness helps in understanding how
personal emotions, values, strengths, and weaknesses shape perceptions of the conflict. This
insight is foundational for empathetic communication and emotional intelligence. Key Points:

 Awareness requires understanding one's emotions, values, strengths, and weaknesses.

 Self-awareness fosters emotional intelligence, empathy, and effective communication
skills.
 This stage is essential for identifying triggers that contribute to the conflict.

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Practical Example: In a workplace setting, a team member notices feelings of frustration during
team discussions. By acknowledging these emotions, they recognize that the root cause stems from
a lack of acknowledgment of their contributions.

Stage Two: Self Preparation

Self-preparation involves achieving a calm, resourceful mindset and clarifying what you hope to
achieve. This can mean setting a personal goal for the outcome (e.g., improved teamwork, clarified
responsibilities) and planning steps to communicate effectively. This second stage of the conflict
resolution model involves accessing a resourceful state, deciding your outcome, and planning the
steps to achieve it. This stage involves preparing oneself for effective conflict resolution by
accessing a resourceful mental state and planning desired outcomes. Key Points:

o Set clear goals for resolution and anticipate challenges.

o Employ stress management techniques to remain calm and objective.

Practical Example: Before a difficult conversation with a colleague, a manager practices active
listening techniques and outlines their goals for the discussion, such as improving collaboration.

Stage Three: Conflict Reduction

Conflict reduction focuses on settling the dispute by eliminating destructive behaviors and
negative attitudes. The goal is to create a more harmonious relationship between the parties
involved. The third stage of the model, conflict reduction allows disputing parties to settle the
conflict, that is, agree to eliminate destructive behavior as well as negative attitudes and feelings
toward each other. In this phase, parties work to reduce hostility and negative attitudes. Techniques
include reflective listening, summarizing the other person’s viewpoint, inviting reciprocal
listening, and calmly expressing one’s own perspective. The goal is to eliminate unproductive
conflict behaviors—like personal attacks—and foster a respectful atmosphere. Steps for Conflict
Reduction:

1) 1Reflectively listen to the other party’s point of view.

2) Summarize their concerns to demonstrate understanding.
3) Invite reciprocal listening and express your perspective.

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 4) Identify areas of agreement and disagreement.
5) Continue discussing points of disagreement to reach a consensus.

Practical Example: During a community dispute over resource allocation, a mediator encourages
both sides to listen to each other's concerns, identify mutual goals, and address specific areas of
contention.

Stage Four: Negotiation

Negotiation involves a structured communication process where parties attempt to influence each
other to reach a favorable outcome. The two parties get their positions heard, and similarities and
differences are clarified. Negotiation is a communication process where each party efforts to
influence each other to get what they want or need from each other. Identify the positions of all
parties by listening reflectively to each party’s position and summarizing it to his or her
satisfaction. This helps the disputing parties to clarify their repeatedly initially confused positions.
Key Points:

 Each party presents their positions and clarifies similarities and differences.
 Reflective listening ensures that each party feels heard and understood.

Practical Example: In a workplace salary dispute, employees and management engage in

negotiation by presenting their expectations, discussing financial constraints, and agreeing on a
fair increment plan.

Stage Five: Agreement

The final stage is reaching an understanding that outlines responsibilities, obligations, and future
conflict resolution processes. An agreement is an understanding between parties. That
understanding should take into account the responsibilities and obligations of both parties. A
conflict resolution agreement is a legal document that outlines the process for resolving disputes
should they happen in the future. Key Points:

 Agreements can be verbal or documented, ensuring accountability.

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  A written conflict resolution agreement provides clarity and serves as a reference for future
disputes.

Practical Example: In a tenant-landlord dispute, both parties sign a formal agreement detailing rent
adjustments, maintenance responsibilities, and procedures for addressing future issues.

Conclusion

Conflict resolution strategies like negotiation, mediation, arbitration, and reconciliation are
essential tools for addressing disputes constructively. By understanding and applying these
methods, individuals and organizations can foster lasting harmony, rebuild trust, and achieve
mutually beneficial solutions, ensuring the resolution process contributes to long-term relationship
success.

The five stages—Awareness, Self-Preparation, Conflict Reduction, Negotiation, and Agreement—

provide a comprehensive framework for resolving conflicts constructively. By understanding
one’s emotions, preparing effectively, reducing tension through empathetic communication,
engaging in principled negotiation, and formalizing agreements, individuals and organizations can
transform conflict into collaboration and trust.

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