CONFLICT RESOLUTION STRATEGIES

There are three categories of conflict resolution strategies:

A. Avoidance. Avoiding the conflict often creates feelings of doubt and fear

About facing a similar situation again.

B. Diffusion. Diffusing is a delaying tactic to “cool down” the situation.

Typically results in feelings of dissatisfaction, anxiety about

The future, and concerns about oneself.

B. Confrontation. Divided into power and negotiation

1. Power strategies include the use of physical force, bribery and punishment.

Usually results in hostility, anxiety and actual physical damage.

2. The aim of negotiation is to resolve the conflict with a solution which is mutually satisfying to all parties. Negotiation is the heart of Win-Win solutions.

Negotiation Skills

A. Diagnose the nature of the conflict.

1. Value conflict vs. tangible conflict.

B. Effectively initiate a confrontation.

1. Avoid attacking or demeaning the other party.

2. State the tangible effects the conflict has on you or your group.

C. Listen to the other’s point of view.

1. Don’t attempt to defend yourself or make threats or excuses.

2. Use reflective and active listening.

D. Use problem-solving processes.

1. Clarify the problem.

2. Generate and evaluate a number of possible solutions.

3. Decide which is the best solution for all parties.

4. Plan the implementation of the solution.

5. Plan an evaluation of the solution.