Introduction: Conflict Resolution

What is conflict?

Conflict

Most people are hesitant to mediate an interpersonal conflict. Who wants to get involved in a heated discussion when you’re not sure how to solve it and you don’t want to make it worse? Be successful at conflict intervention by learning how to move toward a positive solution for everyone involved.

Conflict is often seen as negative, it is human nature, yet it can lead to great change and improvement. We even have conflict within ourselves, without any outside interference.  Given that we have to live with conflict, it’s useful to see how can we adapt and adjust to make the process go more smoothly and create a positive end result.

Conflicts are a natural and inevitable part of people working together, sharing diverse thoughts, concerns, perspectives, and goals.  As a manager, you’re going to have to deal with conflict situations both as a mediator (to help resolve conflicts between others) and as a participant (when you, yourself, are in conflict with someone).  These situations can be complex and difficult to manage—such as an ongoing personality clash with a co-worker—or simple and easy to manage—such as two associates disagreeing over a meeting agenda.

Unfortunately, people often make the mistake of treating all conflicts as destructive confrontations that should be avoided or resolved as quickly as possible.  In reality many conflicts provide an important opportunity to improve business results.  Hard to believe—conflict a good thing?  Yes. Disagreements and differing points of view, when managed properly are essential to an innovative workplace.

For the most part, conflicts are not big, emotional blowouts or scenes of physical violence—although these can and do occur, especially in workplaces in which conflict is not managed well.  Conflicts usually involve the small stuff that continuously grinds down working relationships. These can include:

• Loud radios, talking, or other noises that distract co-workers
• Someone grabbing the last cup of coffee without making a new pot
•  Someone barging into your office and interrupting your work
• Someone leaving the copy machine with the message ‘Out of paper’
• Someone discounting what you say in a meeting

What is conflict resolution?

There are many ways to resolve conflicts – surrendering, running away, overpowering your opponent with violence, filing a lawsuit, etc.

Common forms of conflict resolution include:

Negotiation is a discussion among two or more people with the goal of reaching an agreement.

Mediation is a voluntary and confidential process in which a neutral third-party facilitator helps people discuss difficult issues and negotiate an agreement.  Basic steps in the process include gathering information, framing the issues, and developing options, negotiating and formalizing agreements.  Parties in mediation create their own solutions and the mediator does not have any decision-making power over the outcome.

Arbitration is a process in which a third-party neutral, after reviewing evidence and listening to arguments from both sides, issues a decision to settle the case. Arbitration is often used in commercial and labour/management disputes.

Mediation-Arbitration is a hybrid that combines both of the above processes. Prior to the session, the disputing parties agree to try mediation first, but give the neutral third party the authority to make a decision if mediation is not successful.

Early Neutral Evaluation involves using a court-appointed attorney to review a case before it goes to trial.  The attorney reviews the merits of the case and encourages the parties to attempt resolution.  If there is no resolution, the attorney informs the disputants about how to proceed with litigation and gives an opinion on the likely outcome if the case goes to trial.

Community Conferencing is a structured conversation involving all members of a community (offenders, victims, family, friends, etc.) who have been affected by a dispute or a crime.  Using a script, the facilitator invites people to express how they were affected and how they wish to address and repair the harm that resulted.

Collaborative Law refers to a process for solving disputes in which the attorneys commit to reaching a settlement without using litigation.

Negotiated Rulemaking is a collaborative process in which government agencies seek input from a variety of stakeholders before issuing a new rule.

Peer Mediation refers to a process in which young people act as mediators to help resolve disputes among their peers.  The student mediators are trained and supervised by a teacher or other adult.

Coming later this week hints and tips to help you resolve conflict more effectively.

Fresh Learning offers a range of training and support with Conflict Resolution, Management and other courses . For more information, send us a message using the contact form on the right-hand side of this post or email hello@freshlearning.eu.

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