How can you develop conflict resolution skills in a remote work environment?

1 Assess the situation

Before you jump into resolving a conflict, you need to assess the situation and identify the root cause, the impact, and the interests of the parties involved. This will help you to avoid making assumptions, jumping to conclusions, or taking sides. You can use tools such as the Thomas-Kilmann Conflict Mode Instrument (TKI) to understand your own and others' preferred conflict styles, and the Conflict Resolution Network's 12 Skills Summary to evaluate the level and nature of the conflict.

3 Listen actively and empathize

One of the most important skills in conflict resolution is active listening, which means paying attention, asking questions, reflecting, summarizing, and clarifying what the other person is saying. Active listening shows that you care, respect, and understand the other person's perspective, and helps to build trust and rapport. You should also empathize with the other person's feelings, needs, and concerns, and acknowledge them without judging or blaming.

4 Focus on interests, not positions

A common mistake in conflict resolution is to focus on the positions or demands of the parties, rather than their underlying interests or needs. This can lead to a win-lose or lose-lose scenario, where one or both parties feel unsatisfied, resentful, or hostile. Instead, you should try to identify and address the interests or needs of the parties, and look for common ground, shared values, or mutual goals. This can help to create a win-win scenario, where both parties feel heard, valued, and satisfied.

5 Generate and evaluate options

Once you have identified and understood the interests or needs of the parties, you can generate and evaluate possible options or solutions that can meet those interests or needs. You should involve the parties in this process, and encourage them to brainstorm and suggest ideas without criticizing or rejecting them. You should also evaluate the options based on criteria such as feasibility, acceptability, effectiveness, and sustainability, and rank them according to their pros and cons.

6 Negotiate and agree on a solution

The final step in conflict resolution is to negotiate and agree on a solution that is acceptable and beneficial for both parties. You should present the options and their advantages and disadvantages, and ask for feedback and preferences from the parties. You should also be flexible, respectful, and cooperative, and avoid forcing or imposing your own solution. You should aim for a solution that is fair, balanced, and realistic, and that can be implemented and monitored effectively.

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?