Conflict Resolution Skills
Here are the main conflict resolution skills you need.
- Listening skills.
- Questioning skills.
- Note-taking skills.
- Creative problem-solving skills.
- Knowledge of your organisation's policies.
- Negotiation skills.
- Emotional management skills.
Conflict resolution skills are important, because conflicts can result in heavy losses for everyone involved.
To avoid suffering such losses, you need to find resolutions to conflicts, as quickly as possible.
1. Listening skills.
Whenever you are trying to resolve a conflict, the first thing to do is Get the Facts Straight.
Get the facts straight and separate them from the emotions, gut feelings, wild accusations and derogatory opinions.
In order to get the facts straight, you must open your ears and your mind and be prepared to listen, paying close attention to what is being said by each party in the conflict.
2. Questioning skills.
In conjunction with listening skills, you need to develop excellent questioning skills.
Most people don't tell the WHOLE truth about a situation, they tell an edited version of the truth. They don't necessarily lie, but they omit parts. Your job is to discover every relevant fact, and place the facts in order, on a timeline.
3. Note-taking skills.
You won't remember everything you hear, so you need to take accurate written notes of what the conflicting parties say. You should write these notes contemporaneously, or immediately after the conversation. Preferably you should show the notes to the person you are talking to and ask them to sign your notes, to endorse that they accurately reflect what was said.
4. Logical and creative problem solving.
Now you have the information, you must make sense of it. Apply as much logic and creative common sense as you can. Try to figure out what has actually happened and what you should do about it.
5. Knowledge of your organisation's policies.
In order to decide what options are logically possible, you must know your company policies and the laws which apply to this type of situation.
The law and company policy provide the framework within which any solution must fit.
6. Negotiation skills.
When you know what everyone has to say, what you think actually happened and what company policy is, then you need to negotiate the best way forward.
You need to find the middle ground between three fields.
- What you want,
- What they want,
- What is logically, (and legally) possible.
Take a look at this diagram:
You need to find the solution that fits all three fields.
7. Emotional management skills.
All through this process you will need to manage emotions. Your emotions, and theirs.
Emotions often run high and it is easy for them to get out of control. Bad things happen when emotions get out of control. So, it is important to moderate your language. Insist that they moderate their language.
The same for voice tones and body language. No shouting, No swearing, No pointing.
Keep the emotions under control and try to reason things through to a negotiated solution that is suitable to you, to them, and consistent with the law and organisation.
Definition: Conflict resolution skills
In workplace management, conflict resolution skills are a set of abilities that allow people to guide opponents to an agreed answer. They rely on careful listening, clear questions, accurate records, creative problem solving and fair negotiation. They always work inside company rules and the law, and they control feelings so talks stay calm. Without any one of these traits, the skills are incomplete.
Show CG4D Definition
- Guides disagreeing people to a shared solution acceptable to all
- Uses listening, questioning, note taking, problem solving and fair deal making
- Works inside company rules and the law at all times
- Keeps all emotions steady to stop talk from turning hostile
Article Summary
Workplace conflict drains UK firms £28.5 billion a year, yet clear conflict resolution skills-listening, sharp questions, careful notes, sound policy use, creative problem solving, fair negotiation and steady emotion control-can turn tension into swift progress.
Frequently Asked Questions
Here are some questions that frequently get asked about this topic during our training sessions.
What is the first step in resolving a workplace conflict?
Why are accurate notes vital during conflict resolution?
How do good questions uncover hidden facts in a dispute?
What role do company policies play in finding a solution?
How can I keep emotions under control while negotiating?
Why does creative problem solving help during conflict resolution?
What does the article mean by finding the middle ground?
Thought of something that's not been answered? Ask Us Today!
Did You Know: Key Statistics
35% of UK employees experienced a workplace conflict in the past year (CIPD Good Work Index 2023). Workplace conflict costs UK employers £28.5 billion a year, or about £1,000 for every worker (Acas/Oxford Economics 2021).About the Author: Chris Farmer
Chris Farmer is the founder of the Corporate Coach Group and has many years' experience in training leaders and managers, in both the public and private sectors, to achieve their organisational goals, especially during tough economic times. He is also well aware of the disciplines and problems associated with running a business.
Over the years, Chris has designed and delivered thousands of training programmes and has coached and motivated many management teams, groups and individuals. His training programmes are both structured and clear, designed to help delegates organise their thinking and, wherever necessary, to improve their techniques and skills.
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Further Reading in Conflict Management and Handling Difficult People
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Dealing With Difficult Behaviour at Work
Learn ten clear steps to handle difficult behaviour at work, defuse emotion, find facts and agree future-focused solutions that lift team performance.
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Is the Karpman Drama Triangle Good for Resolving Conflicts?
Discover why the Karpman Drama Triangle fails and how a clear, rational, positive approach creates faster, fairer conflict management that benefits every side.
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How to Deal with Conflict Situations
Learn a simple three-step conflict management method: stay calm, state facts, ask for change. Boost communication skills and resolve workplace clashes fast.
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Conflict Resolution Skills
Learn seven conflict resolution skills, from listening and questioning to negotiation and emotional control, to end workplace conflict fast and cut costs.
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Dealing With Conflicts of Interest Within a Team
Learn proven steps for conflicts of interest in teams: link every choice to the company aim, apply the three-circle compromise, and let a decision maker act.
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Looking for Conflict Management Training?
If you're looking to develop your Conflict Management and Handling Difficult People Skills, you may find this Conflict Management Training Course beneficial:
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