Conflict resolution involves finding a peaceful solution to a disagreement between two or more parties. There are several approaches to conflict resolution, including competitive, collaborative, compromising, accommodating, and avoiding. The interest-based relational approach respects individual differences while preventing parties from becoming rigid in their positions. The conflict resolution process involves five steps: setting the scene, gathering information, finding areas of agreement, brainstorming solutions, and negotiating a solution while following principles of calmness, patience, and respect.

1. Conflict Resolution

2.  Conflict Resolution is a way for two or more parties to
find a peaceful solution for a disagreement among
them.
What is Conflict Resolution?

3.  Competitive : Usually taken by one who is in a position of power. Can leave
people leaving resentful.
 Collaborative : Trying to meet the needs of all involved. Highly assertive ,
cooperative and acknowledges all individuals involved.
 Compromising : Trying to find a solution which partially satisfies everyone.
 Accommodating : A willingness to meet the needs of others at the expense
of one’s own needs.
 Avoiding: Evading the conflict completely.
Thomas & Kilmann’s style

4. Thomas & Kilmann’s style

5. While using this approach, one must
follow these rules:
 Good relationships are the first priority
 Keep people and problems separate
 Pay attention to the interests being
presented
 Listen first; talk second
 Set out the facts
 Explore options together
The “Interest Based Relational
Approach”
Respects individual differences while helping people avoid
becoming too entranced in a fixed position.

6. Step One: Set the scene
 Use active listening skills
 Restate
 Paraphrase
 Summarise
Conflict Resolution – The Process

7. Step Two: Gather Information
 Focus on work issues & leave
personalities out of the discussion
 See the conflict from the other person’s
point of view
 Identify issues clearly and concisely
 Remain flexible
 Clarify feelings
Conflict Resolution – The Process

8. Step Three: Find areas of agreement
 Agree on the problem
 Agree on the procedure to follow
 Agree on worst fears
 Agree on some change to give an experience of success
Conflict Resolution – The Process

9. Step Four: Brainstorm Possible Solutions
 Generate multiple alternatives
 Determine actions to be taken
 Determine what to do if conflict goes un-resolved
Conflict Resolution – The Process

10. Step Five: Negotiate a solution
The 3 guiding principles while negotiating:
 Be calm
 Be patient
 Have respect towards all involved
Listening carefully, exploring facts, issues and possible solutions
properly will help in resolving conflicts effortlessly.
Conflict Resolution – The Process