Conflict Resolution Resolution Processes

Conflict Resolution Training
Presented By: ATIKU CHRISTOPHER

Introduction
Conflicts are a part of everyday life.
They form in our close relations, at a
societal level and on an international
level. All too often we see conflicts
leading to aggression, hostility and war.
But conflicts can also be a
steppingstone leading to change and
wisdom; if we learn to handle them
constructively.

CONFLICTS
Concerns an
issue
Affects a
Relation
+
CONFLICT WORK
Is to:
Seek long-lasting
solutions to the
issue
If we do not deal
with the issue at
hand, the solution
will be short lived.
Deal with the
personal, human
relation.
If we do not deal
with the relations,
the tensions
between those in
conflict will remain.

How Conflicts Escalate Cont…..
When conflicts are allowed to develop
unhindered without intervention or
when the parties involved fuel the
conflict, it often happens that the
conflict evolves in a negative way. As
the conflict escalates one resorts to
personifications, accusations,
destructive actions or worse.

How Conflicts Escalate
The issue that started the conflict
becomes more and more fogged, and
what is important is how wrong the
other person is. Communication ends;
one speaks of not to the other person.
Only the negative relation remains.

This escalation is portrayed in the
conflict escalation illustration. This is not
the only possible escalation pattern, but
our experience shows that it is the most
common. Some conflicts follow the path
step by step; others again skip one or
several steps. Often, conflicts move up
and down this staircase as it evolves and
the parties are not necessarily on the
same step at the same time.

Cont….
PERSONIFICATION
“It’s your fault”
DIALOGUE STOPS
“…..and Gossip starts”
DISAGREEMENT
“We just don’t want the same”
THE PROBLEM EXPANDS
“Always so much trouble with them”
ENEMY IMAGES
“He is not good”
OPEN HOSTILITY
“It’s them or us”
POLARITIZATION
“Let’s get away”

1. Disagreement
At this point there is no conflict. Both
parties attempt, reasonably to deal with
the disagreement and seek solution to
the problem at hand. It does happen,
however, that things are not resolved and
that the relation becomes muddled.
Someone crosses a professional or
personal boundary, the other party reacts
and the situation escalates.

The Border Between ‘Disagreement’
And ‘Personification’
This is an important and vital border.
Once this border has been passed, one
often sees reluctance to cooperate and
tensions becomes tangible. It often
happens that one of the parties begins to
blame, threaten and insult the other. It is
rare that the other party doesn’t follow
suit. It may be verbally but can also
merely be gestures and body language.

2. Personification
If one gets carried away, the conflicts
escalates, and focus shifts from the issue
to the person and that person’s lacks and
faults. The original issue is no longer the
main issue; the issue has become the
person. Negative emotions such as fear
and confusion begin to interfere with the
communication between the parties.

Personification Cont……
One starts to doubt the intentions of the
other party and it is difficult to think
clearly about the issue due to the chaos
created by these negative emotions.
3. The Problem Expands
“This is not the first time he/she has done
this!” Old discrepancies are brought into
the conflict, things you thought you had
forgotten is suddenly remembered.

4. The Border Between ‘the Problem Expands’ and ‘Dialogue Stops’
This border represents another important
crossroad. It is difficult to foresee the
consequences of giving up
communications. When dialogue stops
and the relation is severed anything can
happen. Without contact between the
parties it is difficult to resolve anything.

4. The Border Between ‘the Problem Expands’ and ‘Dialogue Stops’ Cont…..
Therefore it is of paramount importance
to maintain some kind of relation
regardless of how difficult it may be. We
recognize the need for a break or ‘time-
out’ in order to clear one’s head and
reflect. Dialogue stops does not mean a
temporary state but a complete end to
communication.

5. Dialogue Stops
Negative feelings and emotions narrow
thought patterns. Communication
becomes imprecise and both parties
distort what the other person is saying.
Selective hearing is prevalent. Often
times one seeks out allies, who can
confirm one's position and the errors of
the other’s ways. It feels like any
communication is futile and everything is
misinterpreted.

5. Enemy Images
As contact and communication with the
other party ends, one becomes more and
more entrenched in the thought patterns
that are prevalent of the other. One’s
outlook becomes so unenhanced that it
can be difficult to find any redeeming
qualities in the other party.

Enemy Images Cont…..
In very serious conflicts, those that result
in violence, massacres and genocide, a
dehumanization process is often found
prior to the atrocities. This
dehumanization is perpetrated in order to
facilitate the future atrocities.

6. Open Hostility
The other party is no longer viewed as a
human being. Unlike you, he or she is not
a sensible person who is suffering
because of the ongoing conflict. The
person is unreasonable, evil and without
redeeming qualities. This differentiation
allows open hostility such as
psychological and physical violence.

Open Hostility Cont…..
At this point, sentiments like “the ends
justify the means” appear. Moderate
voices of reason who are not a direct part
of the conflict are seen as traitors,
turncoats or as naïve or unreliable and
are therefore shunned. As one
progresses along this path, the acts of
open hostility become more and more
frequent, severe and acceptable.

Polarization
Co-existence is no longer possible.

What is Conflict Resolution?
Conflict is a term used to describe
disagreement between people or
groups. It can range from minor
disagreements to conflicts that can lead
to wars. A conflict arises when two or
more parties have competing interests
and cannot reach a mutually
satisfactory resolution.

What is Conflict Resolution? Continued
Conflict resolution is a process that
helps resolve disagreements and
disputes between two or more parties.
The goal of conflict resolution is to find
a mutually acceptable solution that
addresses the concerns of all parties
involved and restores or improves
relationships.

What is Conflict Resolution? Continued
It is important to note that conflict
resolution is not only about winning or
being right, but also about finding a
way to reach a mutually beneficial
outcome.

What is a Conflict Resolution Style?
Conflict resolution style refers to
individuals’ different approaches and
strategies to manage and resolve
conflicts. These styles can vary
depending on the individual’s
personality, background, and previous
experiences.

What is a Conflict Resolution Style?
Understanding different conflict
resolution styles can help individuals to
identify their preferred approach and to
adapt their style to suit better the
specific situation and parties involved in
a conflict. Several commonly recognized
conflict resolution styles exist with style
having its strengths and weaknesses
and may be more or less effective
depending on the situation.

Conflict Resolution Styles Grid
Competing Collaborating
Avoiding Accommodating
Compromising
Low High
Cooperative
High
Low
Assertive

The grid consists of five different
conflict management styles:
 Competing
 Accommodating
 Avoiding
 Collaborating
 Compromising

The grid consists of five different
conflict management styles:
Different conflict resolution styles may
be appropriate in different situations,
and effective managers should be able
to adapt their style depending on the
specific circumstances of the conflict.

The 5 Types of Conflict Resolution Styles
Competing
The competing is a conflict resolution
style, also known as the “forcing” style.
It is characterized by a high level of
assertiveness and a low level of
cooperativeness. In this style,
individuals prioritize their own goals and
interests over those of others and are
willing to use power or authority to
achieve their objectives.

Competing Cont …………
For example, this conflict resolution
style is often functional when people
perceive limited resources and want to
ensure they get their fair share.

Competing Cont …………
The
Competing
Conflict
Resolution
Style
Assertive and Uncooperative
Behavior
High Focus on Achieving
Personal Goals
Emphasis on One’s
Viewpoints and Desires
Willingness to Stand for One’s
Position
Quick Decision-making in
Favour of Self-Interest

Example of the competing style of conflict resolution:
A manager notices that two team members
are constantly arguing about the direction of
a project. The manager decides to make a
final decision on the approach and informs
both team members that they need to follow
this direction without further debate. The
manager believes that their decision is in
the best interest of the project and the
organization.

Advantages of the competing style:
It can be effective when time is of the
essence, and a quick resolution is
needed.
It can be effective in cases where the
other party is unwilling to compromise or
negotiate.
It can be helpful when an individual or
group is in a position of power and needs
to assert its authority.

Disadvantages of the competing style:
It can be seen as aggressive and may
create resentment or hostility from the
other party.
It may not lead to a mutually beneficial
outcome and can result in a “winner” and
“loser” mentality.
It can damage relationships, and the
other party may be less likely to work with
the individual.

Accommodating
The accommodating conflict resolution
style, also known as the “yielding” style, is
characterized by a low level of
assertiveness and a high level of
cooperativeness. In this style, individuals
prioritize the goals and interests of others
over their own and are willing to
compromise or make concessions to
maintain harmony and avoid confrontation.

Accommodating Cont …..
This style is valid when a person perceives
that the relationship with the other party is
more important than the outcome of the
conflict and wants to preserve the
relationship.

The
Accommodating
Conflict
Resolution
Style
Unassertive and Cooperative
Behavior
Prioritization of Relationships
and Harmony
Willingness to Yield or Concede
to Others
Sacrificing Personal Interests
for the sake of Others
Focus on Maintaining Goodwill
and Avoiding Confrontation
Accommodating Cont …..

Example of the accommodating style of conflict resolution:
In a situation where a team member is
facing personal difficulties and requests
some time off during a critical project phase,
the manager decides to accommodate their
request. The manager understands the team
member’s challenges and agrees to
temporarily reassign their tasks to other
team members, ensuring the individual can
manage their personal matters.

Advantages of the accommodating style:
It can be effective in preserving
relationships and maintaining harmony.
It can help avoid the escalation of a
conflict.
It can be an excellent way to defuse a
potentially volatile situation.

Disadvantages of the accommodating
style:
It can be seen as weak and may lead to
a partial resolution.
It can result in the individual not getting
their own needs met.
It can be taken advantage of by the
other party in future conflicts.

Avoiding
Also known as “withdrawing,” is the
conflict resolution style with low
assertiveness and cooperativeness. In
this style, individuals avoid or postpone
the conflict and do not express their own
needs or concerns or attempt to address
the needs or circumstances of others.

Avoiding Cont ……
This style is helpful when a person
perceives that the conflict is too difficult
to resolve or that the issue is not
important enough to justify the effort.

The
Avoiding
Conflict
Resolution
Style
Unassertive and Uncooperative
Behavior
Desire to Side-step or Ignore
the Conflict
Reluctance in Addressing or
Engaging in Resolution
Temporary Avoidance of the
Issue Without Resolution
Use of Avoidance as a Strategy
to Buy Time or Settle
Avoiding Cont …..

Example of the avoidance style of conflict
management:
A manager becomes aware of a minor
disagreement between two team
members but decides not to address it
immediately, hoping that the issue might
resolve itself over time. The manager
focuses on other pressing matters,
hoping that the conflict will fade away
without their intervention.

Advantages of the avoiding style:
It can be effective in preventing the
escalation of a conflict.
It can help preserve relationships by
avoiding confrontation.
It can be a good way to defuse a
potentially volatile situation.

Disadvantages of the avoiding style:
It does not lead to resolving the
conflict, and the underlying issues may
resurface later.
It might appear as a lack of leadership
or willingness to address critical
issues.
It can lead to unresolved issues
festering and causing problems in the
future.

Collaborating
The "Collaborating problem-solving”
conflict resolution style has high
assertiveness and cooperativeness. In
this style, individuals work together with
the other party to find a solution that
meets the needs and concerns of all
parties involved.

Collaborating Cont …..
This style is helpful when a person
perceives that the issue at hand is
essential and that the involved parties
can find a mutually beneficial solution.

Advantages of the collaborating style:
It leads to a mutually beneficial solution
that addresses the needs and concerns
of all parties involved.
It can improve relationships by creating
a sense of teamwork and cooperation.
It can be effective in resolving complex
or long-term conflicts.

Disadvantages of the collaborating style:
It can be time-consuming and may not
be feasible in situations where time is
of the essence.
It may be difficult to achieve if one or
more parties are unwilling to cooperate.
It may not be appropriate when one
party has more power or resources than
the other.

The
Collaborating
Conflict
Resolution
Style
Assertive and Cooperative
Behavior
Openness to Diverse
Perspectives and Ideas
Commitment to Finding
Mutually Beneficial Solutions
Active Listening and
Communication
Willingness to Invest Time and
Effort to Reach Consensus
Collaborating Cont …..

Compromising
The “compromising” conflict resolution
style has moderate assertiveness and
cooperativeness. In this style, individuals
seek to find a middle ground and make
concessions to reach an acceptable
resolution for all parties involved, even if
it is not the best solution for anyone.

Compromising Cont ………
This conflict resolution style is often
valid when a person perceives that a
resolution needs to happen quickly and
that a mutually beneficial solution is
unlikely to be found.

Example of the compromising style of
conflict resolution:
Two team members have differing
opinions on how to allocate resources for
an upcoming project. The manager
facilitates a discussion where both team
members are encouraged to share their
viewpoints.

Example of the compromising style of
conflict resolution: Cont …..
The manager then proposes a solution
that involves a middle-groundallocation
of resources, which requires both team
members to make some concessions.

Advantages of the compromising style:
It can lead to a quick resolution of the
confl ict.
It can be effective when both parties are
willing to make concessions.
It can help preserve relationships by
avoiding prolonged conflict.

Disadvantages of the compromising
style:
It may not lead to a fair or mutually
beneficial solution.
It can result in one or more parties
feeling unsatisfied with the outcome.
It can be taken advantage of by the
other party in future conflicts.

The
Compromising
Conflict
Resolution
Style
Moderately Assertive and
Cooperative Behavior
Willingness to Give and Take
from Both Parties
Focus on Finding a Middle
Ground
Acceptance of Incomplete
Satisfaction of Individual Goals
Efficient Resolution that Avoids
Extremes
Compromising Cont …..

Tips for using the Conflict Management
Style Grid
Understand that different conflict
resolution styles may be appropriate in
different situations:
Each style has its advantages and
disadvantages, and the most effective
managers can adapt their style
depending on the specific
circumstances of the conflict.

Style Grid Cont……
Assess the situation:
Before choosing a conflict resolution
style, it’s vital to assess the nature of
the conflict, the underlying causes, the
interests and needs of all parties
involved, the power dynamics at play,
and the desired outcome.
Communicate effectively:

Effective communication is vital in
conflict resolution. Listen actively and
try to understand the other party’s
perspective.
Your communication style impacts the
team heavily
Keep in mind the long-term goal:

The goal of conflict resolution is not to
“win” but to find a mutually beneficial
solution that addresses the needs and
concerns of all parties involved.
Be prepared to use multiple styles:
There may need more than one style to
resolve a complex or long-term conflict.

Therefore, be ready to use various styles
in different stages of the conflict
resolution process.
Be aware of your biases:
Our biases affect our perspective on a
conflict; be mindful and approach the
situation objectively.

Be open to feedback both positive and
negative feedback:
Be open to input from the other party
and be willing to adjust your approach if
necessary.

Seek support: If the conflict is
complicated to resolve, seek the help of
a neutral third party, such as a mediator,
to facilitate the resolution process.

Conclusion
In conclusion, effective conflict
resolution is essential for managers
and leaders in any organization. The
conflict resolution style grid discussed
in the blog is valuable for identifying the
most appropriate approach to resolving
a conflict.

Conclusion Cont….
Each style has its advantages and
disadvantages, and the most effective
managers can adapt their style
depending on the specific
circumstances of the conflict.

Conclusion Cont….
It’s essential to understand the nature
of the conflict, the underlying causes,
the interests and needs of all parties
involved, and the desired outcome.
Effective communication, openness to
feedback, and seeking support when
necessary are crucial to resolving
conflicts.

Conclusion Cont….
Always remember, the goal of using
these conflict resolution styles is not to
“win” but to find a mutually beneficial
solution that addresses the needs and
concerns of all parties involved.

Conflict Resolution Styles FAQs
What are the 3 major roots of conflict?
The three major reasons for conflict in
teams are differences in core values,
unanswered concerns, and competition
over limited resources.

Conflict Resolution Styles FAQs Cont ….
What is the best type of conflict
resolution?
Collaboration can be termed as the best
conflict resolution strategy as it works
with all the concerned stakeholders to
arrive at mutually acceptable solutions.

What is the best type of conflict resolution?
Collaboration can be termed as the best
conflict resolution strategy as it works with
all the concerned stakeholders to arrive at
mutually acceptable solutions.

What are the 3 Cs for resolving a conflict?
Effectively managing conflict needs you
to balance the three Cs, namely
• Communication
• Conflict Resolution
• Commitment

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