Conflict Resolution

Conflict resolution is the process by which two or more parties reach a peaceful resolution to a dispute.

Tips for Resolving Conflicts Effectively

• Establish ground rules before the discussion
• Identify the problem
  • Be specific
  • Focus on one issue at a time
• Ensure both parties are calm
  • Request a break from the discussion if you start to escalate and respect other’s requests to take a break
  • Both parties should agree to do this when establishing ground rules
• Utilize assertive communication skills
• Utilize active listening skills
• Avoid communication roadblocks: criticizing, stonewalling, defensiveness, ridiculing, generalizing
• Be willing to compromise

Assertive Communication

Assertiveness is communicating your opinions, feelings, and needs in a way that is clearly understood by others without disrespecting their opinions, feelings, and needs. Learn more about assertive communication.

Active Listening Skills

• Be attentive
  • Maintain good eye contact
  • Communicate that you are listening with a nods or verbal feedback
• Don’t interrupt
• Paraphrase what the speaker said
• Validate their feelings/perspective
• Ask clarifying questions if needed
• Summarize

Compromise

Reaching a peaceful resolution that both parties are in agreement with. This generally involves both parties making concessions.