How can you use conflict resolution to improve relationships with colleagues in Internal Communications?

1 Identify the source of conflict

The first step to resolving any conflict is to understand what is causing it. Is it a misunderstanding, a difference of opinion, a clash of values, or a lack of resources? Sometimes, the source of conflict is not obvious, and you need to ask questions, listen actively, and empathize with the other party. By identifying the source of conflict, you can avoid jumping to conclusions, making assumptions, or blaming others. You can also clarify your own position, needs, and goals, and communicate them clearly to the other party.

2 Choose the appropriate style

Not all conflicts are the same, and not all conflicts require the same approach. Depending on the situation, you may need to adopt different styles of conflict resolution. According to the Thomas-Kilmann model, there are five main styles: competing, collaborating, compromising, avoiding, and accommodating. Each style has its advantages and disadvantages, and you need to consider the importance of the issue, the relationship with the other party, and the time and resources available. For example, if the issue is urgent and critical, you may need to compete for your position. If the issue is complex and requires creativity, you may need to collaborate with the other party. If the issue is minor and the relationship is not important, you may need to avoid or accommodate the other party.

3 Use the right tools and techniques

Once you have chosen the appropriate style, you need to use the right tools and techniques to implement it. Active listening, assertive communication, feedback, and negotiation are all effective methods for resolving conflicts. Active listening involves paying attention to what the other party is saying and summarizing their points. Assertive communication means expressing your thoughts in a clear and respectful way without being aggressive or passive. Feedback should be constructive and specific, while avoiding personal attacks or judgments; the sandwich method is a helpful tool for this. Negotiation involves finding a mutually acceptable solution that meets both parties' needs and interests; the win-win approach is an effective way to do this.

4 Follow up and evaluate

The last step to resolving any conflict is to follow up and evaluate the outcome. This means checking in with the other party, reviewing the progress, and celebrating the achievements. You can also ask for feedback, reflect on the lessons learned, and identify the areas for improvement. By following up and evaluating, you can build trust, rapport, and respect with the other party, and prevent future conflicts from escalating.

5 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?