Conflict Resolution

Techniques to solve conflicts in the workplace. 

Effective conflict resolution happens through mediation that is a structured, interactive process where an impartial third party assists disputing parties in resolving conflict through the use of specialized communication and negotiation techniques.

Stages of mediation:

1. hear the two sides and identify expectations
2. summarise the main areas of agreement and disagreement
3. propose objective criteria that must be accepted by both sides
4. facilitate a collaborative win-win solution use the objective criteria
5. summarise and formalize the mutually accepted solution

• Mediation is especially effective when used at the initial phase of any disagreement, before conflict escalates in the workplace. An early intervention can prevent both sides from becoming entrenched (Podro and Suff 2013).

The Thomas-Kilmann Matrix (Thomas and Kilmann 1974) states that there are basically five possible outcomes to any conflict:

1. Avoidance is not a solution, you are sidestepping the conflict and the problem still exists. That is a poor choice as it may emerge at a later time.

2. Accommodation is a poor solution (win-lose) because you satisfy the other person’s concerns at the expense of your own. This generates frustration and in the long-term may exert a toll on the relationship.

3. Compromise is usually mistaken for an acceptable solution, you try to find what looks to be an acceptable settlement but this only partially satisfies both people’s concerns.

4. Competition is not a good outcome (win-lose) as you try to satisfy your concerns at the expense of others.

5. Collaboration is the best alternative because both parties try to find a win-win solution which completely satisfies both people’s concerns.

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