What is conflict resolution? Definition, Types and Benefits - Digiaide.com (2023)

Conflict resolution is a part of the conflict management process that manages conflicts between two or more parties and tries to find a middle ground to resolve past conflicts.

Conflict resolution is a desirable skill in all work areas as it helps to manage conflict situations effectively.

What is conflict resolution?

Conflict resolution is the process that acts as an excellent mediator to find a peaceful solution for the conflicting parties involved.

The conflict management team that offers a peaceful solution can explain their point of view in a calm tone so that one or both parties can resolve conflicts amicably.

Conflict resolution techniques are essential skills that help to understand the difference between mediation and arbitration. It is considered a complex set of skills that help to navigate choppy waters, reconcile strong emotions, find middle ground, come to an understanding, and increase the well-being of those involved.

In Harvard Law School's negotiation program, The New Conflict Management: Effective Conflict Resolution Strategies to Avoid Litigation, experts discussed some of the unconventional approaches to conflict resolution that can turn adversaries into partners.

According to Harvard Law School, dispute resolution is defined as a formal and informal process that participants use to find a solution to a dispute.

understand conflict resolution

Conflict and negative feelings go hand in hand. The conflict situation includes different types of conflicts, such as: B. Anxiety conflicts, relationship conflicts and conflicts at work.

In organizations, conflict is a serious problem that needs to be addressed as soon as possible. The management team is assembled or hired by management to develop a robust conflict resolution process that helps prevent and manage conflict within the organization.

Conflicts can arise between colleagues, supervisors and subordinates, groups, entire departments, and even between service providers and their customers.

The conflict management team acts as a neutral third party that can rationally resolve conflicts between colleagues and manage negative feelings from difficult personalities.

The strong dispute resolution process is also about finding a peaceful solution and a positive outcome to strengthen relationships, improve productivity, boost employee morale, reduce employee turnover and improve the work environment.

(Video) Conflict Resolution - Strategies, steps, and skills needed to resolve conflicts

conflict resolution process

Conflict resolution in the workplace includes the following processes

  1. Confirmation by the parties involved that there is a problem
  2. Consensual agreement between two or more parties to find a solution to the conflict.
  3. Understand the concerns of the opposing group or individuals for effective conflict resolution
  4. Identify changes in approaches, behaviors, and attitudes that are making the problem worse so that a viable resolution to the conflict can be found.
  5. Identify trigger points to find the right way of conflict resolution
  6. Participation of third parties in mediation and conflict resolution
  7. A neutral third party's willingness to communicate effectively and find a peaceful solution.
  8. Resolve differences for the best conflict resolution
  9. Track the impact of change agreements
  10. Fire employees who resist efforts to defuse conflict.

Types of conflict resolution skills

What is conflict resolution? Definition, Types and Benefits - Digiaide.com (1)

Conflict resolution skills are useful when negotiating between two or more parties or when engaging a neutral third party to resolve conflicts. Some of the most popular conflict resolution skills are active listening, verbal communication skills, problem solving skills, non-verbal communication skills and mediation skills, etc.

Let's look at some of the most common resolution skills used by management to resolve conflicts in the workplace.

1. Assertiveness

Appropriate assertiveness gets people to look directly at conflict, address their feelings, and express their expectations. It has been shown to be an important conflict management skill when done calmly to manage conflict.

An example of assertiveness is a manager asserting his right to call a meeting between two employees who are having an argument. Some of the skills associated with assertiveness are balanced approach, leadership, assertiveness, negotiation, problem solving, stress management and self control.

2. Active listening

The Conflict Management team is adamant about their requirement to practice active listening skills, as these are the most important conflict resolution skills a person can have to resolve conflict amicably.

Active listening refers to the ability to focus on what the other party is saying. It not only refers to the words, but also to the strong emotions behind the words, body language, facial expressions and gestures in the utterances.

As such, management insists that employees practice active listening on a regular basis. Such skills increase understanding and make the other party feel heard.

A prominent example of such skills is a manager who listens carefully to his subordinates to discern the nature of the dispute between them. Some of the skills associated with active listening are encouragement, negotiation, intuition, non-verbal communication, negotiation, verbal communication, and understanding.

3. Empathy

Empathy is a revered ability of mediators who act as neutral third parties in the conflict resolution process. The ability helps to understand the other party's perspective and builds trust.

Some of the skills associated with empathy are compassion, feedback, emotional intelligence, patience, and self-control.

(Video) Conflict Management - Different viewpoints on Conflict Management (Management video 15)

4. Relief

Moderation is a skill that helps find solutions to resolve conflicts. Managers often brainstorm together to find effective solutions to conflict resolution. This technique can be used to avoid dealing with conflicts.

Some of the skills associated with facilitation are conflict management, brainstorming, insight, teamwork and intuition.

5. Mediation

Mediation is one of the conflict styles that contributes to a successful resolution through mutually acceptable changes in behavior. The mediator or neutral third party is often asked to present their point of view for a peaceful solution. They also intervene in disputes to find a mutually acceptable middle ground.

Some of the skills associated with mediation are decision making, emotional intelligence, problem solving, impartiality and transparency.

6. Troubleshooting

Problem solving is an integral managerial skill that helps manage the conflict between participants so the healthy relationship can resume.

Some of the skills associated with creative problem solving are collaboration, critical thinking, creativity and brainstorming.

7. Liability

It's easy to blame a team member or the other party for a dispute, but never just one party is the cause of a conflict.

Accountability helps avoid finger pointing and unfair accusations during a dispute. In such a situation, the party will present its experiences and avoid engaging with accusatory statements made by the other party.

8. Apologize

Apologizing is a skill that can go a long way to defusing a contentious situation. Successful conflict resolution will help both parties fully understand their mistakes and why an apology is needed in such circumstances.

Some of the skills associated with an apology are problem solving, empathy, encouragement, listening, and persuasion.

9. Communication Skills

A conflict management team relies on effective communication skills as they are one of the best tools you should have when resolving conflicts.

Verbal communication skills lay the foundation for a healthy personal and professional relationship, but it is non-verbal communication (body language, facial expressions) that acts as a secret weapon, helping to identify the other party's feelings. .

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Communication skills help resolve conflicts and improve personal relationships.

10. Emotional regulation

The conflict management team uses emotional regulation skills to prevent volatility in conflict situations. The team sets the right expectations so both parties can enter into a conversation calmly, without emotional reactions affecting the outcome.

Cognitive errors that lead to unproductive or unresolved conflicts

The purpose of the dispute resolution process is to settle and settle a dispute so that an agreement can be reached that satisfies one or both parties.

Some of the most common cognitive errors that lead to unproductive or unresolved conflict are:

1. Selfish Equity Interpretations

Selfish interpretations of fairness refer to the situation where one or more parties decide what is fair. This is a biased view and can lead to an unresolved dispute.

In conflict resolution, people learn skills that help to discuss the conflict from a neutral point of view.

2. Overconfidence

Overconfidence leads to arguments and arguments, and ultimately to undesirable results. It also prevents one person from seeing another person's perspective and this is where conflict resolution excels as it takes into account the point of view of both parties to resolve the conflict.

3. Scaling

Escalation prolongs a disagreement or disagreement over a longer period of time, causing the dispute to escalate. In a legal environment, escalation means spending extra money on litigation

4. Avoidance

Avoidance is a technique that helps avoid conflict, such as leaving the physical location where the problem is taking place or suppressing emotions.

5. Debt

Blame is the tactic of blaming other people. Encourage people not to take responsibility for the mistake. When blame is used during a problem, conflict resolution becomes difficult.

6. Emotional volatility and insults

Emotional volatility refers to showing emotion through name calling and negativity. It is a destructive cognitive error and if controlled it can lead to conflict resolution.

Benefits of conflict resolution

What is conflict resolution? Definition, Types and Benefits - Digiaide.com (2)

(Video) Conflicts - Different types of Conflicts, Effects of Conflict and Model of Conflict (Management 56)

1. Build relationships

When two people struggle to resolve a conflict, it can lead to explosive behavior and a lot of resentment. Conflict resolution skills help build both personal and professional relationships by building awareness, empathy, and emotional awareness. Resolution techniques also prevent further problems in the future.

2. Achievement of goals

When there are persistent problems in an organization, it becomes impossible to achieve corporate goals. The benefit of conflict resolution skills is that skills such as problem solving and assertiveness help management resolve conflicts by looking at root causes and once again achieving organizational goals and objectives.

3. Encourage engagement

The benefit of conflict resolution skills like moderation, communication and empathy is that they can bring people together and increase engagement.

4. Generate new knowledge

Conflict resolution helps management gain new insights into the problem and find different options to best resolve the conflict.

Careers in Conflict Resolution

Conflict resolution skills are beneficial to professionals in a variety of career paths and settings, from field workers to office based jobs to home based jobs. With a degree from an accredited conflict resolution program, an individual has multiple opportunities to move in the desired direction.

include conflict resolution careers

  1. human resources
  2. Training
  3. criminal law and court proceedings
  4. Advice
  5. Arbitration or Mediation
  6. social work


Conflict resolution is the process that helps resolve conflict and end a dispute and reach an agreement that is satisfactory to the parties involved. Conflict resolution skills facilitate discussions between one or more parties, improve understanding of the issue, and control strong emotions.

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Table of contents

  • What is conflict resolution?
  • understand conflict resolution
  • conflict resolution process
  • Types of conflict resolution skills
    • 1. Assertiveness
    • 2. Active listening
    • 3. Empathy
    • 4. Relief
    • 5. Mediation
    • 6. Troubleshooting
    • 7. Liability
    • 8. Apologize
    • 9. Communication Skills
    • 10. Emotional regulation
  • Cognitive errors that lead to unproductive or unresolved conflicts
    • 1. Selfish Equity Interpretations
    • 2. Overconfidence
    • 3. Scaling
    • 4. Avoidance
    • 5. Debt
    • 6. Emotional volatility and insults
  • Benefits of conflict resolution
    • 1. Build relationships
    • 2. Achievement of goals
    • 3. Encourage engagement
    • 4. Generate new knowledge
  • Careers in Conflict Resolution
    • Diploma
    • also read
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