Page 21 - DMGT519_Conflict Management and Negotiation Skills

Unit 1: Conflict

degree you want your interests to coincide (you want both your customer and you to satisfy Notes
both of your interests-you want to be happy; you want your customer to be happy).

Using the Tool: A Conflict Resolution Process

Based on these approaches, a starting point for dealing with conflict is to identify the overriding
conflict style employed by yourself, your team or your organization.
Over time, people’s conflict management styles tend to mesh, and a “right” way to solve conflict
emerges. It’s good to recognize when this style can be used effectively, however make sure that
people understand that different styles may suit different situations.
Look at the circumstances, and think about the style that may be appropriate.
Then use the process below to resolve the conflict:

Step One: Set the Scene

If appropriate to the situation, agree the rules of the IBR Approach (or at least consider using the
approach yourself.) Make sure that people understand that the conflict may be a mutual problem,
which may be best resolved through discussion and negotiation rather than through raw
aggression.
If you are involved in the conflict, emphasize the fact that you are presenting your perception of
the problem. Use active listening skills to ensure you hear and understand other’s positions and
perceptions.
1. Restate

2. Paraphrase
3. Summarize
And make sure that when you talk, you’re using an adult, assertive approach rather than a
submissive or aggressive style.

Step Two: Gather Information

Here you are trying to get to the underlying interests, needs, and concerns. Ask for the other
person’s viewpoint and confirm that you respect his or her opinion and need his or her cooperation
to solve the problem.
Try to understand his or her motivations and goals, and see how your actions may be affecting
these.

Also, try to understand the conflict in objective terms: Is it affecting work performance? damaging
the delivery to the client? disrupting team work? hampering decision-making? or so on. Be sure
to focus on work issues and leave personalities out of the discussion.
1. Listen with empathy and see the conflict from the other person’s point of view.
2. Identify issues clearly and concisely.
3. Use “I” statements.

4. Remain flexible.
5. Clarify feelings.

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