Conflict resolution is the process of settling a dispute, disagreement, or other conflict between two or more parties. The staff will learn a conflict management model and learn the five types of behaviors for dealing with conflict which include:
Avoidance: the manager can very well postpone resolving the conflict until it becomes more demanding of action. This is because the people in the conflict being of the non-assertive and non-co-operative type, they behave in a very individualistic manner and are unsympathetic to the needs of others and thus they pay no attention to or avoid the problems. However, the method of avoidance does not work in resolving conflicts in the long-term as the employees cannot avoid each other forever and there could be an unpleasant confrontation sometime or the other.
Accommodation – means giving in to the demands of others at the cost of one’s own needs. Non-assertive, co-operative behavior is all right when the conflict issues are of no interest to the manager or have little or no power to take up the issue for resolution. However, accommodation can have detrimental effects to the authority of the manager although it helps sometimes to give in in order to build a rapport with the others.
Compromise – demonstrating some assertiveness and some cooperation is in a medium line between competition and accommodation. Some give and some take would certainly ease the situation and prevent it from getting out of hand. It is a quick and immediate solution without any elaborate investigation into the circumstances of the conflict. Also, the parties to the conflict are both somewhat satisfied that at least some of their demands have been met.
Competition – this approach is assertive and non-co-operative and the opposite of accommodation. The other persons’ needs are completely overshadowed by the manager’s own requirements. This insistent and un-compliant approach, while detrimental to relationship building, gets the work done in a short time. This approach cannot always work in all situations and the team spirit and enthusiasm is lost.
Collaboration – the assertive and co-operative approach is the best way to resolve issues by looking at it from all the different perspectives and trying to find solutions that are satisfactory for all the parties concerned in the conflict. Collaboration approach takes time and effort to acquire but can provide lasting solutions. Unpleasant situations can be defused with skill and overt concern for the needs of all the participants.