How have you successfully resolved conflicts?

1 Identify the source

Before you intervene in a conflict, you need to understand what is causing it and how it is affecting the parties involved. You can do this by observing the situation, asking open-ended questions, listening actively, and summarizing the main points. Try to avoid making assumptions, judgments, or accusations. Instead, focus on the facts, feelings, and interests of each side.

2 Choose an appropriate style

Depending on the nature and severity of the conflict, you may adopt different styles of resolution. For example, you may use a collaborative style when you want to find a win-win solution that satisfies both parties and builds trust. You may use a compromising style when you want to reach a quick agreement that partially meets the needs of both parties. You may use a competitive style when you need to assert your authority or protect your interests. You may use an accommodating style when you want to maintain harmony or show goodwill. You may use an avoiding style when you want to postpone or withdraw from the conflict.

3 Facilitate a dialogue

Once you have chosen a suitable style, you can facilitate a dialogue between the conflicting parties. Your role is to help them communicate clearly, respectfully, and constructively. You can do this by setting some ground rules, such as taking turns, avoiding interruptions, using respectful language, and acknowledging different perspectives. You can also use some techniques, such as paraphrasing, reframing, empathizing, and probing, to clarify the issues, reduce misunderstandings, and generate ideas.

4 Negotiate a solution

After facilitating a dialogue, you can help the parties negotiate a solution that is acceptable and feasible for both of them. You can do this by encouraging them to brainstorm options, evaluate pros and cons, and prioritize criteria. You can also use some strategies, such as trading concessions, finding common ground, and creating value, to overcome impasses and reach agreements. You should also document the solution and follow up on its implementation.

5 Manage emotions

Throughout the conflict resolution process, you need to manage your own emotions and the emotions of others. You can do this by being aware of your triggers, reactions, and biases, and by regulating your stress, anger, and frustration. You can also help others manage their emotions by acknowledging their feelings, validating their concerns, and showing empathy and support. You should also avoid escalating the conflict by using inflammatory words, gestures, or tones.

6 Learn from the experience

Finally, you can learn from the conflict resolution experience and use it to improve your supervisory skills and your team's performance. You can do this by reflecting on what worked and what didn't, what you learned and what you can improve, and how you can prevent or minimize future conflicts. You can also solicit feedback from the parties involved, from your peers, or from your superiors, and use it to enhance your knowledge, skills, and attitude.

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?