Conflict Resolution Basics for Business

Part one of a four-part look at Conflict Resolution Tools Every Business Needs.

The ability to resolve conflicts can be critical to an organization's short-term health and long-term success. Frequently conflicts don't cure themselves but intensify as time passes. In conflict mode, people focus on defending positions rather than making the best possible use of available information and resources. The best options for an organization may never be discussed or even thought of.

Conflict resolution processes can be fast, inexpensive, and low risk compared to typical consequences of conflict such as lower productivity, the end of business relationships (losing team members or customers, for example), or going to court.

Simple conflict resolution for business conflicts. The most basic conflict resolution procedure for business involves bringing in a neutral party to facilitate an exchange of listening between parties who disagree--and blame each other for the disagreement--but want to (or must) work together anyway.



		Conflict Resolution and Negotiation This segment of businessLISTENING.com was written by Bruce Wilson based in part on a series of conversations with professional mediator-facilitators Heidi and Dan Chay. Part I, Conflict Resolution Basics for Business covers the what, why, and how of conflict resolution. More.... Part II, A Simple Process for Resolving Business Conflicts presents a step-by-step guide to simple conflict resolution. More.... Part III, Q&A With Mediator-Facilitators Dan and Heidi Chay explores in greater depth why an exchange of listening between parties in conflict reduces conflict and builds relationships. More.... An appendix offers Recommended Reading For Conflict Resolution in Business for those who want to learn more. More....

The central purpose of this conflict resolution process is to improve communication between the parties in conflict and their willingness to work together constructively now and in the future. "Solving" a particular dispute is never guaranteed, but if the parties are willing to try, improvements in communication and mutual respect can usually be made. Ideally, ideas and information begin to flow between the parties and collaborative solutions emerge.

Even if you aren't currently involved in a dispute that requires the involvement of a professional mediator or other neutral third party, understanding the conflict resolution process can help you make decisions in the future that will reduce conflicts and speed their resolution.



		What is conflict resolution? There are many ways to resolve conflicts. Winning or losing a lawsuit is one route that many people immediately think of. Here, we focus on a basic approach for business leaders to resolve conflicts which haven't escalated that far...yet. We refer to this process simply as "conflict resolution," although it may also be called "mediation."

How basic conflict resolution works. The facilitator begins by speaking with each party separately and privately. The facilitator invites each party to explain their own issues, to analyze their issues from the other sides' points of view, and to try to explain and analyze the other sides' issues.

With the parties thus prepared, the facilitator invites them all to a meeting at which they are asked to agree to ground rules designed to encourage them to communicate about issues. During the course of the meeting they set forth their issues and their underlying interests, and discuss options for moving forward, possibly arriving at an agreed-upon plan of action. Part II, A Simple Procedure for Resolving Conflicts, explains the course of this meeting and the facilitator's work before and during the meeting in greater detail.

Why conflict resolution works. Participants are invited to think, talk, listen, and learn about issues and options. Rather than being called upon again to defend their territory, they feel heard and respected, which helps them to hear and respect the other parties.

Ideally, during the conflict resolution process the parties experience themselves rolling down an open road together, navigating twists, turns and intersections constructively as a group. The process creates an opportunity to improve ongoing communication and can lead to a rebuilding of trust if the parties follow through afterwards and discover they can rely on each other.

by Bruce Wilson with mediator-facilitators Heidi and Dan Chay

next section: A Simple Process for Resolving Business Conflicts

previous section: Conflict Resolution Tools Every Business Needs

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		Conflict Resolution and Negotiation In this topic: Conflict Resolution Tools Every Business Needs Conflict Resolution Basics for Business (this section) A Simple Process for Resolving Business Conflicts Q&A With Mediator-Facilitators Dan and Heidi Chay Recommended Reading For Conflict Resolution in Business

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Conflict Resolution Basics for Business

What is conflict resolution?

Conflict Resolution and Negotiation