Photo by: Hans Braxmeier via Pixabay
I often ask participants to share their first thought when they think of conflict. Most often, the responses are negative. I follow up by asking, “How often do we deal with conflict?” Eventually, we reach the conclusion that conflict is a daily occurrence and a natural part of our lives. As we move away from all the negative aspects of conflict, we discuss the benefits and how, ultimately, it helps us to grow.
Unfortunately, many people are uncomfortable dealing with conflict and prefer to avoid it. Skilled facilitators must be prepared to deal with conflicts that inevitably occur in any type of group or life situation. It helps to develop and master a healthy response to conflict when it shows up.
The following nine-step process, when implemented effectively, will support your conflict management skills:
1. Identify the conflict
Consider the following questions: What are the issues involved in the conflict? Who does it affect?
2. Decide whether action is necessary
Consider the following questions: Will the conflict go away if I ignore it? Is this conflict affecting the entire group?
3. Present your observations
Describe what you see using descriptive words and without blame.
4. Determine the preferred outcome
Help the parties involved describe what they think the issue would look like when resolved and how it would impact the group and their ability to work together.
5. Look for shared interests
Help the parties look for shared interests among the conflicting positions.
6. Generate possible solutions
Explore needed resources and support.
7. Determine a solution everyone can accept
Consider solutions that will create a win/win situation.
8. Agree on a plan to resolve the conflict
Specify the actions to be taken.
9. Close the process
Summarize the plan.
Follow this process when faced with conflicts on your team, in a meeting, or simply in your life, and you’ll surely have the confidence and capacity to manage it. We take a deeper dive on this topic in many of our workshops like Advanced Instructional Techniques and Facilitation Skills for New Facilitators. They’re both available in person for groups of six or more!
