7 Steps To Conflict Resolution

Seven steps to
conflict resolution

by Debra J. Schmidt
Merge two work teams, and you have a
great potential for internal conflict.
Promote one of two employees who
applied for the same job,and feuding
may occur. Introduce change, and
conflict generally follows. Conflict in
the workplace is neither completely
avoidable nor preventable. It’s a natural
part of any environment wherepeople
work in close proximity and are
dependent upon others to work
effectively.
When conflict is managed properly, it
can generate new ideas, process
improvements and strengthen coworkerrelationships. Left unresolved, conflict
can tear a team apart. Conflict costs
businesses huge sums of money through
employee turnover, wasted time,
absenteeism and even worker
compensation claims.Conflict can be as simple as two
employees arguing over who gets to use
the copy machine first, or as complex as
merging two companies with very
different cultures.
Poor communication is the leadingcause of conflict. Solid communication

skills are the remedy. Employees at all
levels benefit from conflict management
training, because they learn the skills
they need to resolve disputesbefore they
get blown out of proportion. This saves
managers from having to baby-sit
feuding employees and empowers
everyone to be a part of the solution.
Unfortunately, many employees use theostrich approach to dealing with
conflict. They bury their head in the
sand and hope that the problem will
just go away. When conflict is ignored,
it rumbles under the surface for a while,
graduallybuilding in intensity.
Eventually it will erupt into a far more
serious problem.
Conflict needs to be addressed and
resolved as soon as it emerges. This is
accomplished through communicationbetween the parties who are involved.
Follow these seven steps to guide you or
your staff to conflict resolution:
1. Define the problem in terms of the
interests of both parties:
• State the...