We all know how difficult a business meeting or even day-to-day coexistence can become when there's an unresolved problem. People might avoid the elephant in the room, but eventually, it’ll be impossible to ignore. This is where conflict resolution skills come in handy—and why many job interviews include questions about how candidates would handle a conflict or stressful situation.
In this article, we'll define conflict resolution skills, share examples of key abilities to develop in the workplace, and offer some bonus tips on how to enhance them.
What are conflict resolution skills?
Let's start with the conflict resolution definition: This term refers to the processes and actions taken to facilitate a peaceful ending to a conflict, whether it involves two parties or more.
From there, we can move to the conflict resolution skills definition: These are the skills that enable a person to mediate differences and help find a solution that works for everyone. People equipped with these skills, who can identify conflicts and their roots, acknowledge different opinions, and build consensus between parties, are highly valued in the workplace.
But what is an example of a conflict resolution skill? Keep reading to find out.
Conflict resolution skills: Examples
Here are five examples of conflict resolution skills worth highlighting during your job search—or developing, if you haven't already.
1. Active listening
Other people's discomfort can alert you that a conflict is about to arise or is already happening. That's why active listening becomes a crucial conflict resolution skill in the workplace.
Listening carefully shows you care and helps your colleagues feel heard and understood. Give them your full attention, ask follow-up questions to clear up any concerns, and address issues as they come up. Letting people express themselves can give you valuable insights to manage and resolve the situation more effectively.
2. Proactive communication
Proactive communication is all about addressing potential issues before they escalate, helping to manage or prevent conflicts. It means anticipating conflicts and offering resources and strategies to keep things running smoothly.
Let's say two colleagues, Sarah and Mark, disagree about a project direction during a meeting. Sarah might approach Mark afterward and say:
“Hey Mark, I noticed we have different views on the project strategy. I really value your input and want to make sure we’re on the same page. Can we set up some time to chat about our ideas? I think we can come up with a solution that works for both of us and helps the project.”
By doing this, Sarah shows proactive communication by addressing the issue without blaming anyone, showing interest in Mark’s viewpoint, and suggesting a constructive way to resolve the disagreement.
3. Perspective-taking
Perspective-taking means recognizing that others can have different views, beliefs, or reactions than your own. Although it can be tough, especially if you disagree or feel attacked, it's essential to acknowledge these different perspectives.
Getting defensive or outright rejecting others' opinions often worsens conflicts, as it makes everyone dig in their heels. Your ego won’t help here—ignoring or arguing with someone just to prove them wrong only adds to the problem.
Instead, acknowledging their position by saying, “I understand where you’re coming from,” shows respect for their feelings and experiences. This can make it easier to find common ground and work towards solutions, even in challenging situations.
4. Accountability
Look at how your actions might have added to or made a conflict worse. Being accountable means taking responsibility for how your work and interactions affect others and the workplace.
It’s more than just handling your daily tasks—it's about understanding the broader impact of what you do. For example, if a retail worker argues with a customer, the manager is accountable because the worker relied on their training.
By understanding how your actions and behavior can help avoid conflicts, you build a stronger, more transparent support system, helping everyone grow and stay accountable.
5. Mediation
Mediation brings in a neutral third party, like a team leader or someone not involved in the conflict, to listen to both sides. The mediator helps ensure that everyone’s boundaries are respected and suggests solutions or perspectives to guide the parties toward an agreement or compromise.
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How to improve conflict resolution and negotiation skills
Building these skills takes daily effort. Here are some tips to help you get better at resolving conflicts and negotiating in the workplace:
- Communicate assertively: Being assertive means expressing your thoughts, feelings, and needs openly and respectfully, without being passive or aggressive. It involves standing up for yourself while also considering the perspectives of others, which helps you handle tensions and reach agreements effectively.
- Use “I” statements: Share your views without blaming others. Phrases like “I think/feel/believe” can help you communicate your perspective while remaining open to others’ views.
- Stick to the facts: Focus on what actually happened rather than letting emotions take over. This helps keep the conversation logical and constructive.
- Apologize when necessary: If your actions have impacted someone else, a sincere apology can pave the way for forgiveness and open communication.
- Mind your non-verbal cues: Be aware of your tone, gestures, and facial expressions. Negative body language can escalate conflicts or make you seem disinterested.
- Aim for resolution, not just being right: Approach conversations with the goal of finding a mutually acceptable solution, rather than proving yourself right.
- Manage your emotions: Address conflicts calmly. If you’re too emotional, it’s better to wait until you can approach the issue with a clear mind.
- Seek compromise: Find ways to negotiate and agree on solutions that work for everyone involved. Compromises usually mean being flexible and willing to adjust your stance to meet common goals.
Bottom line
There are many sides to both problems and solutions. Being someone who can help find a middle ground between different views is really valuable. It shows you can set aside personal differences to focus on what’s best for everyone and get results.
Keep honing your conflict resolution skills in the workplace—they’ll make work relationships better and everyday situations easier, no matter what job you’re in.