We spend our lives in a continuous learning cycle. Still, we sometimes find ourselves in situations that require conflict resolution skills to defuse a tense situation. You can find more information on how to deal with these situations by taking courses and participating in training and coaching guided by professionals.
Conflict reduces productivity among workers and creates an unpleasant work environment that lowers morale.
In the workplace, different types of conflict may appear for various reasons. Conflict is usually between co-workers, supervisors, subordinates, or service providers and customers. Conflict may also occur between groups like management and the employees. It is the process of reaching a common ground between two parties.
Types of Conflict Resolution Skills
Some conflicts are arbitrary, meaning in the end, it does not matter which side “wins”; the main goal is to solve the issue.
Other conflicts reveal fundamental disagreements about how the company should be run. Here are some types of conflict resolution:
Assertiveness
Employees can seek a person with whom they have a conflict and find ways to work together more peacefully. This action is described as being able to disagree and express opinions while respecting other people’s points of view.
Interviewing and Active Listening
A person from the Human Resources department might have to ask questions and then, based on the answers, determine the nature of the conflict between individuals and attempt to solve it.
Empathy
A mediator can encourage empathy in a conflict, asking individuals one by one what is the reason for their anger and what makes them feel that way. The mediator must understand each party’s perspective without choosing sides.
Facilitation
Managers of rival departments may arrange a brainstorming session with their teams to gather solutions for a common conflict. Group facilitation techniques can be used to avoid conflict during group decision-making.
Mediation
A supervisor can guide subordinates in conflict through an entire process to identify changes in behavior that the whole group mutually accepts.
Accountability
Documenting conflict-initiating behaviors helps establish accountability. Accountability comes from evaluating a conflict-initiating behavior exhibited by chronic complainers.
Can You Learn Conflict Resolution?
The resolution of conflicts at work involves several processes. These processes are learned from specialists and customized training. Some of these sessions are conducted online or at schools and universities. Participants can learn how to resolve conflict to maintain a peaceful workplace using the following solutions:
- Both parties are required to admit that the problem exists
- There has to be mutual agreement on the fact that their issue is real and they need to find a solution
- An effort has to be made to understand the perspective and the concerns of the other person’s point of view
- Changes in attitude and behavior are identified, so an approach that will lessen negative feelings will be applied
- Recognizing the triggers that are a starting point for the conflicts
- Third parties can intervene, such as the Human Resources department or higher level managers who can mediate the conflict
- A willingness to compromise
- Mutually agreeing to address differences according to a plan
- Monitoring the impact of any agreements for change
- Disciplining or, in the worst-case scenario, terminating employees who resist the efforts made to diffuse conflicts.
Types of Online Workshops and Conflict Resolution Training
Training is designed to improve communication and mitigate conflicts more efficiently. Online courses taught by experts can teach you how to manage difficult situations, no matter the environment, and improve your resolution skills.
Here are some types of online workshops and conflict resolution training:
Conflict Resolution Skills Training
This training includes a variety of modules on how to handle conflict better from leaders’ and coworkers’ perspectives. You can learn how to avoid workplace conflict, solve it when it occurs, and continuously improve workplace culture.
Diversity & Inclusion Training
Based on the nature of the conflict, you can opt for a diversity and inclusion training program. It is a workshop that teaches how to better understand, appreciate and discover the benefits of workplace diversity and inclusion.
Customer Service Training
This training helps customer service representatives to de-escalate potential conflicts, saving the company from legal and financial disputes and increase customer satisfaction.
Sexual Harassment Training
If you are worried about sexual harassment in the workspace, you should look for training targeting this issue. These courses raise awareness and can help employees develop empowerment and confrontation skills.
Some of these workshops allow you to effectively handle and prevent sexual harassment at work and in daily life.
De-Escalation Training
De-escalation training teaches techniques to manage emotional and even potentially dangerous situations where conflict can easily escalate. De-escalation training is especially useful for those people who work with the general public, including law enforcement, event staff, or customer service reps.
Benefits
In general, conflict can impact a company’s bottom line, such as losing revenue, causing lawsuits, and getting a poor reputation. Statistics on workplace conflict show that you can gain more via effective communication, diversity, and inclusion.
Well-trained employees can adapt to unpredictable situations, making them feel safe and in control of the situation. Training that can develop your conflict skills to help optimize communication and cooperation among your team members, increasing overall productivity.
No one wants to come to work to argue; however, if conflicts do happen, resolving them the right way will boost teamwork, and the company will benefit from it.
References
- Conflict Resolution (SOCIAL PSYCHOLOGY) iResearchNet. (2016, January 5). Psychology. http://psychology.iresearchnet.com/social-psychology/antisocial-behavior/conflict-resolution/
- ACAS. (2021, May 11). Estimating the costs of workplace conflict | Acas. Www.acas.org.uk. https://www.acas.org.uk/estimating-the-costs-of-workplace-conflict-report