How can you avoid common pitfalls when using online conflict resolution tools?

1 Choose the right tool for the situation

Not all online conflict resolution tools are created equal. Some are more suitable for certain types of conflicts, parties, and goals than others. For example, a video conferencing tool may be more appropriate for a complex or emotional conflict that requires visual cues and rapport building, while a text-based tool may be more convenient for a simple or factual conflict that requires documentation and clarity. Before you select a tool, consider the nature, scope, and context of the conflict, as well as the preferences, needs, and capabilities of the parties involved.

2 Prepare yourself and the parties

Online conflict resolution tools can facilitate communication and interaction, but they cannot replace the human skills and qualities that are essential for effective conflict resolution. You need to prepare yourself and the parties for the online process by setting clear expectations, establishing ground rules, and building trust and rapport. You also need to ensure that you and the parties have the necessary equipment, software, and internet access to use the tool smoothly and securely. Test the tool beforehand and troubleshoot any technical issues that may arise.

3 Adapt your communication style

Online communication can be different from face-to-face communication in many ways. It can be more prone to misunderstandings, misinterpretations, and miscommunications due to the lack of non-verbal cues, feedback, and context. It can also be more impersonal, distant, and formal due to the mediation of technology. To overcome these challenges, you need to adapt your communication style to suit the online medium and the tool you are using. For example, you may need to use more active listening, paraphrasing, summarizing, and clarifying techniques to ensure mutual understanding and acknowledgement. You may also need to use more empathy, humor, and personalization to create a positive and respectful tone and atmosphere.

4 Manage your time and attention

Online conflict resolution tools can offer more flexibility and convenience than face-to-face meetings, but they can also pose some difficulties in managing your time and attention. You may face distractions, interruptions, or delays that can affect your focus and productivity. You may also experience fatigue, stress, or boredom that can affect your motivation and performance. To manage your time and attention effectively, you need to plan ahead, schedule breaks, limit distractions, and monitor your energy and mood. You also need to respect the time and attention of the parties by being punctual, responsive, and concise.

5 Protect your privacy and security

Online conflict resolution tools can enable you to share and exchange information and documents more easily and quickly than face-to-face meetings, but they can also expose you to more risks of privacy and security breaches. You may encounter hackers, malware, or phishing attempts that can compromise your data and identity. You may also face ethical dilemmas or legal issues regarding the confidentiality, consent, and ownership of the information and documents you use or produce online. To protect your privacy and security, you need to use reliable and reputable tools that have adequate encryption, authentication, and backup features. You also need to follow the relevant laws, policies, and codes of conduct that govern online conflict resolution.

6 Seek feedback and improvement

Online conflict resolution tools can provide you with more opportunities and resources to learn and improve your skills and practice, but they can also require more self-reflection and evaluation than face-to-face meetings. You may not receive as much feedback, support, or recognition from the parties or other professionals as you would in person. You may also face more challenges in measuring the outcomes and impacts of your online interventions. To seek feedback and improvement, you need to solicit and welcome constructive criticism, suggestions, and compliments from the parties and other sources. You also need to monitor and document your online processes, results, and lessons learned.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?