Simple Tips for Swift Conflict Resolution

Conflict Resolution Skills and Strategies

What is Conflict?

Put simply conflict occurs when two or more people disagree about something that they all have a stake in.

Healthy conflict is the way disagreements are normally worked out, consensus is achieved, and we can all move forward.

It is quite common for people to disagree, however, conflict is often associated with the idea that there will be a fight, and one side will come out victorious.

What is Conflict Resolution?

Conflict resolution skills are the tools we use to engage with a difficult issue, such as dealing with an angry customer or situations that arise for a line manager within a team.

The idea is not to fear conflict or try to avoid it but to learn how to engage with it in order to find a solution for all concerned.

Good communication is the heart of harnessing the potential of conflict resolution, and there are many simple strategies that can disarm hostility, build bridges and pave the way for an agreement.

Here are our top tips for using communication skills to diffuse a tense situation.

Top Conflict Resolution Skills Tips

Be both a listener and a responder

Silence can be detrimental to conflict resolution because it means people must make assumptions about what others are thinking and feeling. Respond regularly to the other person to minimise the risk of worst-case assumptions that escalate the conflict unnecessarily.  

Listen and repeat points 

Conflict resolution is impossible if people don’t feel heard. After someone has stated a key point of their argument, repeat it back to them using your own words. This proves you have listened and understood what they are saying.  

Put yourself in their position 

Take a moment to consider why the other person thinks or feels the way they do. Assess the situation from their perspective and try to identify any previous events that may be relevant. Ask yourself, “If I were them, how would I be feeling?”  

Talk in terms of I rather than YOU

You statements can easily be interpreted as blaming, whereas I statements are less confrontational and infer you take responsibility for what you are thinking and feeling. Learning how to use I statements effectively is a valuable communication skill to master.

Find a common point of agreement

Listen out for something in the other person’s argument that you can genuinely agree with. This shows you empathise with their situation and helps to establish a foundation for conflict resolution.  

Make an initial offer or concession 

People tend to cover a lot of ground when they speak, so try to keep track of everything the person is asking for. Find something that you can offer them as an initial gesture of goodwill. 

Stay positive 

Negativity feeds conflict as it infers you have no interest in finding a solution. If you work with conflict resolution skills positively, you have a much greater chance of achieving resolution for all. Affirmation and encouragement can also disarm people and help to build better relationships. 

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