Conflict Resolution Skills
Occasionally as a leader in an organization, you will be in a position where you willneed to deal with the conflict between two or more people. When that occurs, you will
need some skills/knowledge to deal with it effectively. Below are a few simple ideas.
• Do not take sides.
• Do not allow yourself to become emotionally involved.
• Assume from the beginning that all participants have legitimate positions.
• Listen quietly no matter how unreasonable or violent the remarks are.
• Judging is not your task — the listener’s role is not that of the reformer, so
avoid “I’m right, you’re wrong”.
• Allow all expression and emotions to be voiced without any interference
or negative reaction on the listener’s part.
• Listen with all your senses to understand whether a person is really conveying
one message but meaning to convey something else.
• Avoid interrupting or arguing.
• Remember the importance of individual differences.
• Be wary of telling your own personal experiences or using yourself as an
example — listen instead.
• Being told “everyone feels that way” makes it seem that you think this
“immediate and crucial catastrophic predicament” is rather common and
insignificant.
• Be aware of your biases and/or prejudices in relating to groups or individuals
whose personalities may clash with your own.
• If the participants can’t possibly talk to each other, have them talk separately
with you.
• Don’t be afraid to clarify a point:
