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How does conflict resolution work?

arguingcoworkers23282211.jpgConflict resolution, also referred to as Alternative Dispute Resolution, is something that is used in the workplace to help handle any disputes that might come up. Conflict resolution works by peacefully handling any disputes between coworkers or between management and their workers. The main concept behind conflict resolution is that you should handle conflicts peacefully rather than resorting to violence or even going to court.

Conflict resolution does not just follow one method to help handle disputes because not every dispute can be handled in the same manner. Instead, how conflict resolution works is the best method for the dispute in progress is going to be used to handle the conflict until it is resolved. Something interesting to note with conflict resolution is that in many cases one method is not going to be enough to effectively solve the dispute.

Here is an example of how conflict resolution would work.

Conflict: Two employees at work are fighting over a comment that was made, neither one of the employees feel that they are in the wrong. The conflict is getting out of hand, because both parties are making threats. If this is not handled quickly and efficiently the conflict can get out of hand, if the conflict, ends up getting out of hand the conflict can quickly lead to violence. Violence is something that you try to avoid by using conflict resolution.

Conflict resolution: The first thing that you can do to try to handle the conflict is to sit down with both employees and listen to their side of the story. In order for the conflict resolution to work properly you will need to sit down with both employees at the same time, which is called mediation. When sitting down with both employees it is important to make the rules clear from the beginning, such as no interrupting one another or calling any names. Make sure that both employees understand that they will each have a chance to tell their side of the story. Once both sides of the story have been told you will want to encourage the employees to talk about what is going on by asking specific questions, such as how did it make you feel when Employee A said this. Specific questions that you can ask to get the employees talking to each other are provided in conflict resolution training programs.

Once you get the employees talking you will need to have them address the problems to ensure that they are solved. You will want to ask each employee if the problems that they had with the other employee are solved or if more help is needed. If the problems are solved have them draw up an agreement stating how they have agreed to handle the problems and any future problems, make sure that any punishment for not following the agreement is clearly included in the signed agreement. This agreement can help solve future problems down the road, especially with problem employees.

If one or both employees feel that, the problems have not been solved through mediation you will need to try another conflict resolution approach, such as arbitration. Sometimes you cannot help your employees solve the conflict because you are too close to the situation. In these cases, you will want to bring in a neutral third party to help handle the dispute. How this will work is the neutral third party will listen to both sides of the story, listening for facts and other information that they might need to make a decision. Rather than having, the employees come up with a plan to solve the problem the neutral third person issues a decision about who is right and who is wrong and outlines a plan that will need to be followed.

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Categories: Confrontations, Employee Performance, Management Styles,

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Posted by DF
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