Introduction: Conflict Resolution

Conflict in the workplace can emerge for any number of reasons; several were stated in the communication section earlier in this unit, like any of the listed human elements, e.g., personal beliefs. Other causes could involve unclear responsibilities or personality differences.

It is not surprising conflict evokes negative associations since it can be uncomfortable and stressful, especially if emotions are amplified and a lot is at stake.

What if conflict resolution was reframed to be “always fundamentally about human interaction… how...we engage with other people in such a way as to achieve better understanding and better agreements?” (Malhotra, 2017, 2:00) While Deepak Malhotra, Harvard School of Business professor was referring to the definition of negotiation, the same can be said for resolving conflict. 

Keep in mind conflict resolution requires:

• Professionalism, 
• Communication skills such as asking open questions and active listening,
• Additional transferable skills like problem solving and critical thinking,
• Conscious nonverbal (body language) and paraverbal (how you deliver your message) communication. (Communication is covered earlier in this unit)

Considering most of us work with humans, and employers look for employees who can handle conflict—otherwise questions about conflict would not be asked in job interviews—one could conclude from this standpoint alone that conflict resolution is a valuable competency.

This module includes:

• A brief overview of the TKI Conflict Model
• Scenario analysis
• Open questions or statements
• Mindset and skills essentials