Title: Conflict Resolution At Work Lecture Notes
Course: Career Communication > Section: COM105-Career Communication

Conflict Resolution At Work Lecture Notes

Today’s workplace is steadily becoming more diverse with more immigrants, more individuals with disabilities, more women, more ethnic minorities, and older workers represented. The diversity in the work world can set the stage for problems of prejudice and cultural conflict. Employers expect workers to fit in, get along, and help others to do so. Learning to understand the values and views of others which are different while taking pride in who you are and making an effort to learn about different cultures and traditions are benchmarks to this goal. Cultural conflict can be avoided when workers are sensitive and respectful of the numerous, sometimes subtle, differences among cultures.

Because we know that, from time-to-time, conflict comes into every organization, every team, some families, some relationships, we need strategies in order to resolve them.

How to Resolve Conflict at Work

1. Choose the right environment:
  1. Quiet, private settings are best.
  2. Set the ground rules (no abusive language, etc)
  3. Agree on the purpose of the meeting so everyone can start on the same page
2. Determine the desired outcomes.
  1. Ask:  "What would you like to see happen?"
  2. Desired outcomes may be:  A solution to a problem, alternative ideas for a product, a better understanding of someone's needs.
  3. Reframe the situation as an "opportunity" rather than something negative like "conflict"
3. Allow each party to speak and express their opinion (calmly).
  1. Use "I" statements, not "You" statements:  "I" statements let you describe your own needs and feelings (Example: "I am discouraged at the lack of quality on this project").  "You" statements blames or accuses others (Example: "You never follow through and follow up").
  2. It is important to make sure that all parties clearly understand the viewpoints of the others.  Don't enter into lengthy discussions during this step.  Only ask questions if you need a point clarified.
  3. Listen actively.
4. Agree that there are differing points of view, however, seek common ground.
  1. Dig deeper to discover the concerns that are shared by both parties.  You must agree on the problem together in order to search for the best solution.
  2. Be open to alternative outcomes.
5. Brainstorm potential solutions together
  1. Try to focus on the needs and wants of each side (if one party wins, the other party loses)
  2. Discuss the pros and cons of each solution before you reject any solution.
6. Celebrate an agreement, and then take action on what you agreed to do.

When attempting to resolve conflict, don't:

1. Point fingers or place blame
2. Focus on the past