Training In Conflict Resolution: Developing Skills for Effective Conflict Management

Would you like to move into, or up in, the ranks of management? If so, conflict management and resolution are among the skills you will need to have. Workplace conflict may arise in different contexts and for various reasons. Being able to successfully recognize and handle disputes at work is a critical ability for current and future managers because conflict often interferes with productivity and creates unnecessary stress for staff.

Learning conflict management skills will also help you lead a happier, more productive life outside of work. The same problem-solving techniques can be used with everyone from your next-door neighbor or your domestic partner to your internet service provider.

In this blog post, we look at how you can develop the skills and competencies that are essential to resolving conflicts effectively. We also discuss how these techniques can be applied in personal and professional settings. Finally, we provide an overview of the factors to consider when selecting a conflict resolution training program.

Conflict resolution is the process of resolving disagreements between two or more parties by creating greater understanding and finding solutions that reasonably satisfy the participants. It involves identifying and addressing the underlying causes of conflict, along with developing strategies and techniques for handling it. People who have strong conflict-resolution skills are better able to overcome challenges at work and home. In the workplace, the ability to resolve conflicts, whether as a participant or a third-party mediator, increases your value as an employee.

Understanding the cause of a specific conflict is a great starting point for finding an effective resolution. Workplace conflicts can arise from a myriad of sources, including:

• Divergent goals or conflicting interests
• Competition over resources
• Perceived lack of fairness
• Misunderstandings
• Poor communication
• Cultural differences
• Divergent viewpoints
• Differing work styles
• Personality clashes^{1, 2}

In addition to interpersonal conflict, intergroup conflicts between different groups or teams within an organization may also arise. Some situations that can lead to intergroup conflict include those where departments compete for budget or staff resources and where department heads have very different expectations or leadership styles.³

The Thomas-Kilmann model is a widely used framework for understanding and categorizing different approaches to managing conflict. Based on their extensive observations of workplace behavior, psychologists Kenneth Thomas and Ralph Kilmann enumerated five core ways that people resolve conflict.

The Thomas-Kilmann model can be used to guide interactions based on the importance of your goal and your relationship with the other party in the conflict. You can also use it as a tool for understanding people's default conflict management styles and informing your approach to collaboration.^4,

Each of the five styles is rated on the dimensions of assertiveness and cooperativeness. You can visualize these dimensions on a two-by-two box chart. They are:

In this win-lose approach, an individual pursues his own concerns at the expense of others. While this approach may be required in a high-stakes situation, its use can lead to damaged relationships and further conflicts.

In contrast, this approach prioritizes the relationship over the individual's needs or goals. Appropriate in a low-stakes situation or one where the relationship is of paramount importance, its overuse can cause resentment on the part of the accommodating party and future conflict.

In certain low-stakes or temporary conflicts, it may be appropriate to just avoid addressing the situation. However, like the other unassertive response, it does nothing to build relationships and can create or exacerbate future conflict.

This is an additive approach where the participants attempt to work together to find a solution that creates a win-win result.

This approach seeks to find a mutually acceptable solution that partially satisfies both parties. Compromise solutions to resolving conflict may entail proportional concessions by the parties or be more asymmetrical, depending on the specifics of the conflict situation.

Conflict resolution training develops and sharpens an array of essential skills and competencies that are valuable in both professional and personal contexts. As you navigate through diverse environments, both in your personal life and at work, you're bound to encounter disagreements or conflicts. Possessing the right set of conflict resolution skills can help turn these challenging situations into opportunities for growth and understanding.

Your organization also stands to gain significantly when you develop conflict management skills. They can expect an enhanced workplace culture, more successful team collaborations, and higher productivity and efficiency levels.

Moreover, with effective conflict management strategies in place, organizations are better positioned to mitigate potential harm from conflicts and turn disagreements into opportunities for innovation and growth.

Becoming better at conflict management begins with the desire to do so. Once you've determined that you'd like to develop your emotional intelligence and improve your conflict resolution skills you can begin with self-directed study. However, It may be much more effective to enroll in a conflict management training course. These are some of the skills you can expect to learn from a good conflict management training program.

• Self-Awareness: You'll gain a deeper understanding of your own emotional responses and patterns in conflict situations, empowering you to manage your responses more effectively
• Empathy: Your ability to understand and appreciate others' perspectives and feelings will be enhanced, fostering mutual respect even during disagreements
• Stress Management: You'll learn techniques to handle the tensions and stress that come with conflicts, promoting your emotional well-being and productivity
• Problem-Solving Skills: You will learn to identify the root causes of conflicts and generate effective, mutually beneficial solutions
• Communication Skills: The training will enhance your active listening abilities and clear, compassionate expression, fostering dialogue and better understanding
• Interpersonal Skills: You'll develop respect for diversity and enhance your ability to relate and work effectively with people from varied backgrounds and cultures
• Negotiation and Mediation Skills: These pivotal skills in conflict resolution will be honed, enabling you to facilitate disputes and guide conflicting parties toward consensus

By developing these capabilities, conflict resolution training empowers you to create harmonious relationships, manage disagreements constructively, and foster a more effective, collaborative, and peaceful environment. Here's a more detailed look at one of the key tools for managing conflict.

Active listening is a pivotal skill for effective conflict management. In a blog for the website, “Verywell Mind,” psychologist Elizabeth Scott wrote, "When it comes to effective conflict resolution, how effectively we listen is at least as important as how effectively we express ourselves. It’s vital to understand the other person’s perspective, rather than just our own, if we are to come to a resolution."⁵

By encouraging thoughtful and respectful dialogues, active listening can help diffuse tense situations, foster mutual respect, and pave the way for equitable solutions to resolve conflict. Active listening techniques include fully focusing on the speaker to understand their message and validating them by responding appropriately and remembering the conversation.

1. Paraphrasing: Repeat the speaker's message in your own words to confirm understanding.
2. Reflecting: Express the emotion you perceive in the speaker's communication. You might say something like, "You sound very frustrated."
3. Asking Open-Ended Questions: Encourage the speaker to provide more information or clarify their points. You might ask a question like, "What bothered you about that situation?"⁶
4. Clarifying: Ask questions to ensure you've correctly understood the speaker's point.
5. Summarizing: Briefly restate the main points of the speaker's message to confirm understanding.

1. Maintaining Eye Contact: Demonstrates your full attention to the speaker.
2. Nodding: This shows that you're processing and understanding the information.
3. Leaning In: Indicates interest and engagement in the conversation.
4. Facial Expressions: Use your facial expressions to respond appropriately to the speaker's emotions.
5. Body Language: Show receptiveness by keeping your body posture open and relaxed.

When you're looking for a conflict resolution training program, consider questions of design, content and the instructors' qualifications. Answering these questions will help you find the right program for you.

• Do the sessions offer a mix of theoretical and practical knowledge as well as interactive activities to help you build your skills?
• Does the course cover areas such as negotiation, mediation and communication skills?
• Who are the instructors and what kind of experience do they have in dealing with conflict resolution?
• Do the program's structure and content align with your specific learning objectives and needs?
• What is the program's reputation and what do past participants have to say about it?

If you aspire to a leadership position in your organization, you will need to include emotional intelligence and robust conflict management capabilities in your skillset. The Online MBA from Seattle University's Albers School of Business and Economics includes four courses that specifically address interpersonal communications, negotiation, and managing diversity.

In addition to these focused learning experiences, the Leadership Challenges that are incorporated into each course give you ample opportunities to practice the new skills you develop in the program. Conflict management is just one leadership skill, and you can develop well-rounded leadership abilities from wherever you are with Seattle U's Online MBA.

Conflict is an inevitable aspect of both personal and professional life. It can emerge unexpectedly from various sources, interfering with relationships and impeding progress toward goals. Learning to identify conflict, evaluate its origins, and engage with the involved parties in a positive manner are invaluable skills that you can develop.

Becoming skillful in conflict management is a prerequisite for sustainable leadership success, as well as leading a happier, more peaceful life. Learn these skills while you develop other leadership skills in the values-centered, convenient Online MBA from Seattle University. Connect with an admissions outreach advisor to learn more.