Conflict resolution techniques for the workplace

Conflict at work is an uncomfortable, yet unavoidable, reality for many people. It’s part of the human experience to have differing ideas or feel a certain way when our expectations aren’t met. But conflict is not always a bad thing. In fact, it can be an opportunity for growth.

Whether with an unhappy client or customer, between colleagues or with management, conflicts in the workplace happen from time to time. So what should you do next time you find yourself in a heated discussion at work? 

Learning conflict resolution strategies in the workplace helps you solve these problems when they arise. By doing so you save future relationships, build better connections and open yourself to career opportunities, like leadership. 

In this guide, explore what is conflict resolution and learn conflict resolution strategies, so you’ll be well placed to settle disputes before they escalate.

What is conflict resolution?

Conflict resolution is the process of finding a solution to a problem between two or more people. It can be a formal or informal process, worked out between the two opposing people or involving a neutral third party to mediate. 

In the workplace, conflict resolution is crucial for fostering a collaborative, positive work culture. By effectively managing conflict, you build trust and rapport with your colleagues, and can work through problems professionally as they happen. It helps you and your colleagues see things from different points of view, which helps enhance empathy and adaptability. 

What are the 5 conflict resolution strategies?

Conflict resolution techniques can help you find a solution to a conflict faster and on better terms. The five conflict resolution strategies are:

1. Avoidance
2. Accommodation
3. Competition
4. Compromise
5. Collaboration

Learning each strategy will help you find the best solution for different conflicts at work. 

Conflict resolution strategies

There are many ways you can approach and handle conflict. While not all of them are effective, understanding different conflict resolution strategies can help you recognise the best approach for each situation. For example, if you are in a conflict that’s not getting resolved, you can:

• assess the discussion, 
• figure out why the current approach isn’t working, and 
• pivot to another strategy. 

This will help you work through conflict more efficiently and help nurture relationships as disagreements arise – because they’re bound to happen at some point in your working life. 

Avoidance strategy

Avoidance is a conflict strategy where no one takes action towards a resolution. This is most common when:

• those involved feel the issue is minor and will resolve itself,
• people are too uncomfortable to approach the situation, or 
• dealing with the situation may feel damaging. 

Since no resolution is found, the avoidance strategy is a negative form of conflict resolution. It also risks damage to ongoing relationships and causes tension in the workplace. For example, avoiding conflict resolution may look like changing the topic if it arises, avoiding certain people altogether, or withholding information due to feeling uncomfortable. It’s best to approach and resolve conflict, no matter how minor. 

Accommodation strategy

Accommodation conflict resolution is when one person admits to fault or sacrifices their own needs for the sake of the other person. It can be a positive conflict resolution strategy if the person is okay with their decision, but it can be negative if they have resentment for having to give in to the other person.

For example, you may disagree with someone over how a task should be performed. You realise that the other person has strong feelings about the way it should be done, while you simply care about the task being done on time. In this event, you may say it’s fine for the task to be done their way, moving through the problem on friendly terms.

Competition strategy

Competition conflict resolution strategies involve one or more people using their authority to settle a dispute in their favour, disregarding anyone else’s opinions or desires. It comes into play when a quick, important decision needs to be made, even if it upsets some people. While there may be a positive to this problem-solving technique (the conflict is resolved quickly), this approach may lead to further conflict if not handled appropriately.

In the workplace, competing or competition conflict resolution strategies could happen when there are many people with different agendas working on the same project. For example, several people may be debating about how to perform a task, and a more senior member of staff will make the decision based on what they think is right, without caring about how that decision might affect others. 

Compromise strategy

Compromising is a common conflict resolution technique where one or more people lose out in the situation for the sake of moving forward. For compromise to be a positive type of conflict resolution, each party must feel heard and make an attempt to understand the other’s point of view. There is the risk of one person feeling disadvantaged if this type of resolution strategy isn’t handled correctly.

For example, your team may be deciding on who takes the late shift on a Friday afternoon. Everyone has a reason they need to leave the office earlier, so each feels it is unfair for them to take the shift. To compromise, you all agree to take turns on the late shift so it is fair for everyone. While each person took a loss, no one is lumped with the unfairness of taking the shift every week. 

Collaboration strategy 

Collaboration is a win-win type of conflict resolution. It involves both parties seeking common ground and working together to resolve the problem. In the end, there is no problem to be solved.

For example, there may be conflict in the workplace over one employee feeling like they answer more calls than others in the team. It starts to create conflict. Through open comuunication, you find other team members are taking on more of the online chat enquiries. This discussion helps everyone learn how the work is being distributed and how they can work together to balance the load. 

Effective communication in conflict resolution

Effective communication is the key to professional and positive conflict resolution strategies. It ensures everyone feels heard and is open to listening to find common ground. Here are a few key skills for healthy communication in the workplace.

How active listening plays a role

Active listening with open and honest communication is important in any conflict resolution situation. Each party should not only feel confident to say what they feel, but also be ready to hear the honest feelings of the other party. Where possible, use ‘I’ statements to make sure you are focusing on what you feel and bring to the table, as ‘you’ statements can feel accusatory. This ensures both parties can walk away from a situation feeling satisfied they have said what they need to. 

What are their concerns and where might they be coming from? Sometimes, putting yourself in the other person’s shoes can take you further faster than standing your ground for what you originally believed. The outcome should be mutual resolution, not personal solution. 

Send the right signals with body language

Non-verbal cues – body language and facial expressions – are also very important in how you convey your message. You can be saying positive things, but if your arms are crossed and your brow furrowed, your body language is saying something different. If you are in a conflict resolution situation, be sure to keep your body language neutral and open to match your words. 

Remember: the words you say are only part of the puzzle. When handling conflict, your body language is very important, as is taking the time to listen and respect the other person. 

Conflict is going to happen when you bring people together. But it doesn’t have to be the end of a good working relationship or damaging to your workplace culture. Knowing which conflict resolution strategies to use and avoid, and what strategies the other person may be using, will help you effectively work through conflicts as they happen.

FAQs

What are the 5 methods of conflict resolution?

The five methods of conflict resolution are:

1. Accommodation
2. Compromise
3. Avoidance
4. Competition
5. Collaboration

Each can help resolve conflict in different situations with different personality types, though some can generally be seen as more effective than others.  

What is the meaning of conflict resolution techniques?

Conflict resolution techniques are different ways to solve a disagreement. Different techniques can be used to find solutions in different situations, whether between coworkers, with clients or in other areas of business and life.

How can effective communication help in conflict resolution?

Effective communication helps resolve conflict faster by allowing parties to discuss their point of views and concerns respectfully. It requires parties to actively listen and communicate with respect and empathy. Using effective communication in conflict resolution helps build stronger relationships, so you can work through future problems more efficiently. 

What is problem solving in conflict resolution?

Problem solving in conflict resolution involves identifying the root cause of a problem and the interests of each party, to help find a suitable solution. The goal is to find solutions both parties are happy with.

What is negotiation in conflict resolution?

Negotiation in conflict resolution is the process of finding a compromise that is acceptable to both parties. Each party will need to approach the negotiation stage with an open mind. It involves both parties making a sacrifice to reach a solution for the overall greater good.