Conflict resolution is a way for two or more parties to find a peaceful solution to a disagreement among them. The disagreement may be personal, financial, political, or emotional. When a dispute arises, often the best course of action is negotiation to resolve the disagreement.
Conflict situations are an important aspect of the workplace. A conflict is when the interests, needs, goals, or values of involved parties interfere with one another. Conflict is a common phenomenon in the workplace. Different stakeholders may have different priorities; conflicts may involve team members, departments, projects, organization and client, boss and subordinate, organization needs vs. personal needs. Often, a conflict is a result of perception.
Is conflict a bad thing? Not necessarily. Often, a As conflict presents opportunities for improvement. Therefore, it is important to understand ( and apply ) various one or more of the conflict resolution techniques illuminated below.
Forcing
Also known as competing. An individual firmly pursues his or her own concerns despite the resistance of the other person. This may involve pushing one viewpoint at the expense of another or maintaining firm resistance to another person’s actions.
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Win-Win (Collaborating)
Also known as a as problem confronting or problem-solving. Collaboration involves an attempt to work with the other person to find a win-win solution to the problem at hand - the one that most satisfies the concerns of both parties. The win-win approach sees conflict resolution as an opportunity to come to a mutually beneficial result. It includes identifying the underlying concerns of the opponents and finding an alternative that meets each party's concerns.
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Requires a commitment from all parties to look for a mutually acceptable solution.
May It may require more effort and more time than some other methods. A win-win solution may not be evident.
For the same reason, collaborating may not be practical when the timing is crucial, and a quick solution or fast response is required.
Once one or more parties lose their trust in an opponent, the relationship falls back to other methods of conflict resolution. Therefore, all involved parties must continue collaborative efforts to maintain a collaborative relationship.
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When the goals are moderately important and not worth the use of using more assertive or more involving approaches, such as forcing or collaborating.
To reach a temporary settlement on complex issues.
To reach expedient solutions on important issues.
As a first step when the involved parties do not know each other well or haven’t yet developed a high level of mutual trust.
When collaboration or force does not work.
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Some caveats of using compromise:
May result in a situation when both parties are not satisfied with the outcome (a lose-lose situation).
Does It does not contribute to building trust in the long run.
May require close monitoring and control to ensure the agreements are met.
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When the issue is trivial and not worth the effort.
When more important issues are pressing, and you don't have time to deal with it.
In situations where postponing the response is beneficial to you, for example -
When it is not the right time or place to confront the issue.
When you need time to think and collect information before you act acting (e.g., if you are unprepared or taken by surprise).
When you see no chance of getting your concerns met, or you would have to put forth unreasonable efforts.
When you would have to deal with hostility.
When you are unable to cannot handle the conflict (e.g., if you are too emotionally involved or others can handle it better).
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When the opponent is forcing / attempts aggression, you may choose to withdraw and postpone your response until you are in a more favorable circumstance for you to push back.
Withdrawing is a low-stress approach when the conflict is short.
Gives It gives the ability/time to focus on more important or more urgent issues instead.
Gives It gives you time to prepare better and collect information before you act.
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Identify and share your feelings and emotions about the situation.
Identify and articulate the cause of those feelings.
Provide lots of context and explanation for why those feelings are caused – the more, the better!
Identify and articulate what your needs and desires are – what your ideal looks like – and frame it in a way that invites others into a conversation about how we might achieve that, what their role in your vision might be, and how their own interests might be satisfied as well.
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References
Conflict resolution policy and process by Drupal (to understand what Drupal organization do to resolve conflicts)
13 Tools for Resolving Conflict in the Workplace, with Customers, and in Life
How to manage difficult conversations with honesty and respect
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