Résolution des conflits (document en anglais)

CONFLICT RESOLUTION AT A GLANCE

A Conflict is a “disagreement, an opposition of ideas, or a struggle arising from opposing demands”. Many people view conflict as something negative, but it is actually a necessary part of life. Conflict Resolution, then, aims to help people manage conflict in a way that is as mutually beneficial as possible. How you respond to a conflict situation can be as important as how you choose to re-solve the conflict.

There are several steps that you can take if you find yourself in a conflict situation.

The first is to Face the Conflict. Avoidance usually makes problems worse, not better, so it is best to acknowledge the situation. All of the people involved should try to Find a Safe Space where everyone feels comfortable discussing what is causing the conflict. You are obligated to find a neutral space that does not give any one an unfair advantage.

As you discuss the nature of the conflict, remember to Note Your Body Language. Your non-verbal messages can be in direct opposition with what you are saying if you do not watch how your body responds. Make sure that your spoken message and body language match at all times. Doing this will reinforce what you are trying to say.

Next, Identify the Problem. When you describe the problem, make sure that you give specific details without judgment. Once you have stated your position, ask the other person about how they are feeling.

Throughout your discussion, also make sure to Listen Actively by being open to receiving the other side’s perspective on the situation, especially when you are the leader or head of the group. Listening with true interest and compassion may help to resolve your problem faster.

Depending on your conflict management style, you may try to avoid conflict altogether, be as aggressive as possible, or something in-between. Regardless of your approach, do not hesitate to Share Your Feelings and Concerns. As long as you are kindly, tactfully, and briefly sharing your thoughts, you should not be afraid to voice them.

Since the point of conflict is not to declare a winner, but to resolve it in a way that benefits everyone (sometimes the Majority of people involved), your common goal should be to Find a Mutual Solution. Find a common ground! No one should be the “good guy” or the “enemy”. Everyone involved should brainstorm possible solutions and then discuss them to see which one might solve the problem to everyone’s satisfaction.

Once you have a solution in mind, Agree on a Plan of Action. How do you want to do things differently in the future? What are you committed to doing now? Make sure to have a specific and measurable goal that will help you implement your solution. Set a date to follow-up and re-evaluate the goal, and commit yourself fully to resolving the conflict.

Conflict, if managed well, does not need to be avoided, and can help prevent future conflicts from happening.

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