Conflict Resolution: Definition, Process,
Skills, Examples
Table of Contents
What Is Conflict Resolution?
The Conflict Resolution Process
Types of Conflict Resolution Skills
Assertiveness
Interviewing and Active Listening
Empathy
Facilitation
Mediation
Creative Problem Solving
Accountability
More Conflict Resolution Skills
Examples of Conflict Resolution Skills
Conflict resolution skills are required for a wide range of positions across
many job sectors. This requirement is based around the fact that conflict tends to
reduce productivity and create a difficult work environment, leading to
unwanted turnover in staff and reduced morale.
Individuals who are able to resolve conflicts are often excellent mediators, rational,
and able to manage difficult personalities from a place of empathy.
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, or between supervisors and
subordinates, or between service providers and their clients or customers.
Conflict can also occur between groups, such as management and
the labor force, or between whole 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:
1. Recognition by the parties involved that a problem exists.
2. Mutual agreement to address the issue and find some resolution.
3. An effort to understand the perspective and concerns of the opposing
individual or group.
4. Identifying changes in attitude, behavior, and approaches to work by both
sides that will lessen negative feelings.
5. Recognizing triggers to episodes of conflict.
6. Interventions by third parties such as Human Resources representatives or
higher level managers to mediate.
7. A willingness by one or both parties to compromise.
8. Agreement on a plan to address differences.
9. Monitoring the impact of any agreements for change.
10. Disciplining or terminating employees who resist efforts to defuse conflicts.
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.
Articulate
Balanced Approach
Candor
Decisive
Delegation
Fact-Based
Fair
Firm
Leadership
Manages Emotions
Management
Negotiating
Sociable
Voices 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.
Articulate
Attentiveness
Conscientiousness
Considerate
Empathy
Encouraging
Intuitive
Listening
Negotiation
Nonverbal Communication
Persuasion
Predicting
Presentation
Professional
Relationship Building
Respectful
Sense of Humor
Sincere
Sociable
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
Building Trust
Compassion
Inclusion
Giving Feedback
Handling Difficult Personalities
Managing Emotions
High Emotional Intelligence
Identifying Nonverbal Cues
Recognizing Differences
Understanding Different Viewpoints
Interpersonal
Patience
Personable
Self-Awareness
Self-Control
Trustworthy
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
Diplomatic
Ethical
Humble
Influential
Insightful
Intuitive
Listening
Organized
Patience
Perceptive
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.
Assertive
Compassionate
Decision Making
Emotional Intelligence
Empathy
Honesty
Impartial
Insightful
Leadership
Measured
Patience
Problem Solving
Professional
Psychology Background
Rational Approach
Respect
Understanding
Transparency
Creative 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
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 preparation for a performance appraisal. In this way, the supervisor
helps establish accountability, since the employee can no longer pretend the
problem isn’t happening.
Adaptable
Collaboration
Delegation
Driven
Dynamic
Flexible
Focus
Follow-through
Honesty
Integrity
Leadership
Motivation
Organized
Planning
Results-Oriented
Visionary
Trustworthy
Versatile
More Conflict Resolution Skills
Accepting Criticism
Assertive
Avoid Punishing
Being Present
Calmness
Data-Driven
Impartiality
Intuitive
Leadership
Let It Go
Logical
Non-Bias
Patience
Positivity
Prioritize Relationships
Project Management
Research
Respect 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
staffs 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 exhibited by a chronic provocateur on his performance appraisal.
