How to Resolve Conflict—Management Development

Table of Contents

1. Copyright
2. Workplace Conflict
   1. Conflict Management Theory
   2. Models for Resolution
      1. Settlement-Driven Approach
      2. Relationship-Driven Approach
   3. Using a Conflict Manager
      1. Neutrality
      2. Awareness of Bias
      3. Ability to Listen
      4. Understanding
      5. Using Internal or External Resources
         1. The Internal Conflict Manager
         2. The External Conflict Manager
      6. Managing Conflict
   4. Reactive Conflict Management
      1. Step 1: Identify Stakeholders
      2. Step 2: Prepare an Assessment
      3. Step 3: Create a Forum
      4. Step 4: Prepare an Agenda
      5. Step 5: Conduct the Meeting
         1. Adopt Ground Rules
         2. Identify the Conflicts
         3. Record Issues
         4. Prioritize Issues
         5. Share Information
         6. Brainstorm Solutions
         7. Refine Options
         8. Define Points of Agreement
         9. Perform a Reality Check
         10. Confirm Agreement
      6. Circular Nature of the Process
   5. Proactive Conflict Management
      1. Styles of Approach
      2. Conflict Triggers
   6. Conflict Management Training
      1. Listening
      2. Summarizing
      3. Ask questions
      4. Involve all parties in the discussion
      5. Deal with emotions
      6. Recognize biases
      7. Read body language
      8. Expand the “pie”
      9. Getting Good Out of Conflict
3. References & Resources
   1. Articles
   2. Books
   3. Organizations
   4. Info-lines
4. Job Aid
   1. Conflict Assessment Tool