Skill-Fill E-Book Conflict Resolution

Match4Business HR Academy

Conflict Resolutionconflict

Resolving Conflict Rationally and Effectively

In many cases, conflict in the workplace just seems to be a fact.  We have all seen situations where different people with different goals and needs have come into conflict.  Moreover, we have all seen the often-intense personal animosity that can result.

The fact that conflict exists, however, is not necessarily a bad thing: As long as it is resolved effectively, it can lead to personal and professional growth.

In many cases, effective conflict resolution can make the difference between positive and negative outcomes.

The good news is that by resolving conflict successfully, you can solve many of the problems that it has brought to the surface, as well as getting benefits that you might not at first expect:

Increased understanding: The discussion needed to resolve conflict expands people’s awareness of the situation, giving them an insight into how they can achieve their own goals without undermining those of other people.

Increased group cohesion: When conflict is resolved effectively, team members can develop stronger mutual respect and a renewed faith in their ability to work together.

Improved self-knowledge: Conflict pushes individuals to examine their goals in close detail, helping them understand the things that are most important to them, sharpening their focus, and enhancing their effectiveness.

However, if conflict is not handled effectively, the results can be damaging.  Conflicting goals can quickly turn into personal dislike.  Teamwork breaks down.  Talent is wasted as people disengage from their work.  And it is easy to end up in a vicious downward spiral of negativity and recrimination.

If you are to keep your team or organization working effectively, you need to stop this downward spiral as soon as you can.  To do this, it helps to understand two of the theories that lie behind effective conflict resolution.

Understanding the Theory: Conflict Styles

In the 1970s, Kenneth Thomas and Ralph Kilmann identified five main styles of dealing with conflict that vary in their degrees of cooperativeness and assertiveness.  They argued that people typically have a preferred conflict resolution style.  However, they also noted that different styles were most useful in different situations.  They developed the Thomas-Kilmann Conflict Mode Instrument (TKI), which helps you to identify which style you tend towards when conflict arises.

Thomas and Kilmann’s styles are:

Competitive: People who tend towards a competitive style take a firm stand, and know what they want.  They usually operate from a position of power, drawn from things like position, rank, expertise, or persuasive ability.  This style can be useful when there is an emergency and a decision needs to be make fast; when the decision is unpopular; or when defending against someone who is trying to exploit the situation selfishly.  However, it can leave people feeling bruised, unsatisfied, and resentful when used in less urgent situations.

Collaborative: People tending towards a collaborative style try to meet the needs of all people involved.  These people can be highly assertive but unlike the competitor, they cooperate effectively and acknowledge that everyone is important.  This style is useful when a you need to bring together a variety of viewpoints to get the best solution; when there have been previous conflicts in the group; or when the situation is too important for a simple trade-off.

Compromising: People who prefer a compromising style try to find a solution that will at least partially satisfy everyone.  Everyone is expected to give up something and the compromiser him- or herself also expects to relinquish something.  Compromise is useful when the cost of conflict is higher than the cost of losing ground, when equal strength opponents are at a standstill and when there is a deadline looming.

Accommodating: This style indicates a willingness to meet the needs of others at the expense of the person’s own needs.  The accommodator often knows when to give in to others, but can be persuaded to surrender a position even when it is not warranted.  This person is not assertive but is highly cooperative.  Accommodation is appropriate when the issues matter more to the other party, when peace is more valuable than winning, or when you want to be in a position to collect on this “favor” you gave.  However, people may not return favors, and overall this approach is unlikely to give the best outcomes.

Avoiding: People tending towards this style seek to evade the conflict entirely.  This style is typified by delegating controversial decisions, accepting default decisions, and not wanting to hurt anyone’s feelings.  It can be appropriate when victory is impossible, when the controversy is trivial, or when someone else is in a better position to solve the problem.  However, in many situations this is a weak and ineffective approach to take.

Once you understand the different styles, you can use them to think about the most appropriate approach (or mixture of approaches) for the situation you are in.  You can also think about your own instinctive approach, and learn how you need to change this if necessary.

Ideally, you can adopt an approach that meets the situation, resolves the problem, respects people’s legitimate interests, and mends damaged working relationships.

Understanding the Theory: The “Interest-Based Relational Approach” (IBR)

The second theory is commonly referred to as the “Interest-Based Relational (IBR) Approach.”  This type of conflict resolution respects individual differences while helping people avoid becoming too entrenched in a fixed position.

In resolving conflict using this approach, you follow these rules:

If you wish to receive the full SkillFill E-book on Conflict Resolution, please request this via e-mail :


Conflict Resolution. 3

Understanding the Theory: Conflict Styles. 4

Understanding the Theory: The “Interest-Based Relational Approach” (IBR) 5

Using the Tool: A Conflict Resolution Process. 6

Assertiveness. 8

Developing Your Assertiveness. 9

Assertive Communication Techniques. 10

Key Points. 11

Active Listening. 12

About Active Listening. 12

Becoming an Active Listener. 13

  1. Provide Feedback. 13
  2. Defer Judgment. 14
  3. Respond Appropriately. 14

Key Points. 14

Win-Win Negotiation Finding a fair compromise. 15

Building Self-Confidence. 18

How Confident do you Seem to Others?. 19

What is Self-Confidence?. 19

Treasure Mapping Visualizing your goal for greater achievement. 23

How Self-Confident are you. 25