effective conflict resolution and teamwork skills essay

Preventing and Managing Team Conflict

When colleagues in the workplace disagree, it can affect morale and productivity. Fortunately, a few smart conflict resolution strategies can help boost collaboration at work.

Pamela Reynolds

When a group of people work together, it’s inevitable that, sooner or later, there’s going to be disagreement over how things get done. But conflicts among team members must not always lead to low morale, plunging productivity, or bitter feelings.

A skillful manager with good conflict resolution skills can successfully resolve tense workplace situations in a way that leaves all team members feeling heard, respected, and motivated to continue doing their best. 

In this blog, we’ll discuss exactly how leaders can do this — by identifying sources of conflict, developing strategies for resolving conflict, and working to prevent conflict from arising in the first place. Even in the post-COVID era in which employees often work from distant locales, there is a way that managers can ensure that all employees thrive and succeed on the job.  

Why Do Workplace Conflicts Happen?  

Amir takes pride in his work and sees Maria’s need for daily reports as “micro-managing.” Mary believes Mark’s frequent offhand comments to be racist and sexist. Luis and Dianne disagree vehemently about which approach to take on a project. Priyanka works in marketing but doesn’t get along with Kevin in accounting, who does his job with different objectives in mind. 

If you’ve worked in any organization, these types of conflicts are the stuff of everyday life.

They arise when there are clashes of interests, desires, opinions, and beliefs. They can often be grouped into four broad categories:

• An employee believes he or she may have been discriminated against or harassed by another.
• Employees (or even departments) communicate poorly, resulting in inefficiencies and mistakes.
• Employees who work together have vastly different personalities and working styles.
• Employees in different divisions have opposing objectives and values.

When conflicts occur, it’s important to address them right away. If problems are left to fester, they can damage team bonds, sometimes irretrievably.

On the other hand, when managers confront issues quickly and directly, they can build a positive work culture in which all employees feel appreciated. That, in turn, can lead to better productivity, more innovation, and may even make it easier to recruit new employees who have heard about an organization’s stellar work culture.

What Conflict Resolution Skills Should a Manager Have?

One of the most important skills for any manager is the ability to communicate. Without that basic skill, almost nothing else matters. Good communication starts with good listening skills. By taking time to hear what employees have to say, leaders can better understand what the problem truly is and how it can be fixed.

Aside from good communication, managers should be curious. They need a high degree of emotional intelligence in which they are able to empathize and understand a team member’s point of view.

This emotional IQ should extend to treating people with integrity and respect, being patient, and not rushing to judgment, asking thoughtful questions, and staying calm when under pressure. The best leaders are also good problem-solvers who don’t take sides but look to find solutions that work for everyone. 

What are the Top Conflict Resolution Strategies a Manager Can Use to Resolve Issues on a Team?

We all know there will be disputes and disagreements any time a group of humans come together to achieve a goal. When it happens, it’s important for a leader to know how to deal with it.

Management experts outline these key steps managers can take to resolve team conflict:  

• Keep communication open and clear. Start by inviting colleagues to a face-to-face meeting in which differences can be aired. Choose a neutral impartial location like the work cafeteria or a walk outside. 
• Listen . Talk with everyone on all sides. Be empathetic to what colleagues might be feeling. As you listen, pay attention to areas where there are commonalities in goals, interests, and strategies, as well as misalignments that might be used in a resolution that serves everyone’s interests. 
• Focus on the problem, not the individuals . Acknowledge that there is a problem and be patient in taking time to understand every dimension of what is occuring.
• Identify points of agreement and disagreement. Consider what a team member’s interests may be, and where there are points of alignment . 
• Develop a plan. In drawing up a plan to help resolve an issue, establish guidelines and prioritize actions and goals. 
• Act decisively and follow through . Once you are able to identify a potential resolution, don’t procrastinate but act on it. 

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How Can Conflict be Avoided?

While there’s no way to completely avoid disagreements at work, there are ways to reduce the likelihood of conflict.

• Focus on clear communication . It’s imperative that everyone involved speak to each other openly, clearly, and constructively.
• Approach emails with caution. Because electronic communications lack the context of tone and body language, they can be dangerous if they are the primary way in which problems are addressed. It’s best to meet in person when there is a disagreement. Even when everyone is on the same page, it’s still always helpful to keep your emails human and welcoming.
• Create a positive workplace culture . Foster an office culture of civility . Employees should feel safe about voicing their concerns about how work is being conducted without fearing retribution. 

How Can You Manage Conflict in Remote/Hybrid Environments? 

Dealing with conflict in an in-person work environment can be hard enough, but what happens in hybrid and remote environments where much communication is conducted by email without the benefit of face-to-face interactions?

An over reliance on text, chat, and emails can lead to perceived slights, assumptions, and misunderstandings, just because it’s so much harder to read the author’s intent. 

A few tips that can keep conflict from developing in a remote environment include:

• Avoid using email to discuss or resolve conflicts. Instead, meet in person where tone of voice indicates intent, or at least meet via video conference. 
• Provide tech support for remote employees. If remote and hybrid workers have trouble dealing with technology, it is likely to foment workplace conflict.  Work with your company’s information technology division, as well as with supervisors  to support their ability to effectively manage remote and hybrid workers.
• Make sure worker schedules are transparent and aligned . Invite input and discussion about scheduling decisions, and clearly state expectations. 
• Trust your employees . Many managers can’t squelch a nagging feeling that remote and hybrid workers are slacking off. However, treating workers like they can’t be trusted will damage morale and de-motivate some of your best workers. Rely on results and conversations about workload to reassure you that employees are performing.
• Coach remote workers. Provide opportunities for remote workers to connect with each other and build more visibility. When remote workers build relationships with other team members, it can help cultivate a sense of trust and goodwill that can help prevent the assumptions that may lead to conflict.
• Provide a cooling off period when things get hot. When conflicts do arise, think twice before addressing them in the heat of the moment. Allow for a period of reflection, providing team members with written questions they can reflect on. In a later meeting, colleagues can be given an opportunity to ask questions and respond.
• Don’t forget the final objective . Workplace conflicts often arise because different team members have different ideas about how to achieve a common goal. Address this problem by framing the conflict with an organization’s broader mission and values. Those values should guide interactions and help make a path forward clearer.

In short, conflict among team members is an inescapable part of working life, but it doesn’t have to lead to acrimony and antagonism at the office. Using a few of the conflict management strategies we’ve discussed, you’ll find that you can resolve issues in a way that encourages a positive and productive work environment.

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About the Author

Pamela Reynolds is a Boston-area feature writer and editor whose work appears in numerous publications. She is the author of “Revamp: A Memoir of Travel and Obsessive Renovation.”

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Managing Conflict Resolution Effectively

How to set boundaries and act assertively in conflict..

Posted January 11, 2024 | Reviewed by Jessica Schrader

• Assertiveness and boundaries are a powerful combination for managing conflict.
• When you are being nonjudgmental and cultivating compassion, collaboration increases.
• Practice active listening to understand your partner while finding common ground.

Conflict resolution is a way for two or more parties to find a peaceful solution to a disagreement among them. When a dispute arises, often the best course of action is assertive communication that resolves the disagreement while maintaining a respectful relationship.

When conflicts are managed constructively, it can help build trust in relationships. Respectfully, directly, and openly discussing opposing perspectives and resolving conflicts collaboratively can create a sense of unity, shared purpose, and mutual respect within the relationship.

Assertiveness and boundaries are essential skills for managing conflict in any situation. Whether it is at work, in your relationships, or in your team, you need to be able to express your feelings, thoughts, needs, and opinions respectfully and confidently.

What is assertive communication?

Assertive communication is a style of communication based on honesty, respect, and confidence . Assertiveness is the ability to express feelings and thoughts openly and to directly defend your rights while respecting the rights of others. It is about taking care of your own needs and wants while considering the needs and wants of others. It is the ability to take responsibility without being controlling. Assertiveness is the balanced space between surrender and aggressiveness. It is not about overpowering or dominating, but rather about finding balance, harmony, and mutual understanding.

Why is assertive communication important for dealing with conflict?

Assertive communication is an essential skill for conflict resolution, as it enables you to express your needs in a respectful manner while also collaboratively resolving your disagreement with your partner. Assertiveness helps build trust and rapport with your partner, empowering your partner while enhancing your self-esteem and confidence. In addition, assertive communication minimizes stress , while ensuring your rights and boundaries are respected.

Assertive communication is important because it ensures that you deliver your points in a constructive way—respectful, clear, direct, and kind. When you communicate in that manner, it will naturally help diffuse the conflict, establish healthy boundaries, and also prevent any issue from escalating.

What are boundaries?

Boundaries are the limits and rules you set for yourself and others in your interactions. They reflect your values, preferences, and expectations and help you define what is acceptable or unacceptable for you. Boundaries help individuals establish limits and protect their emotional and physical well-being. Without boundaries, individuals may not feel safe or secure in their relationships or environments.

Set healthy boundaries

Setting and maintaining healthy boundaries with others is a skill you can learn and practice. To do so, identify your boundaries—what you want and need, what makes you feel comfortable and uncomfortable, and your non-negotiables. Then communicate them clearly, directly, and respectfully to others. Be consistent and firm, but also flexible and open to feedback. If someone crosses or violates your boundaries, let them know how you feel and what you expect. Take action to protect yourself if they persist or disrespect your boundaries. Lastly, respect the boundaries of others. Ask for permission, listen to their cues, and accept their “no” without judgment, pressure, or manipulation.

Integrate assertiveness and boundaries to resolve conflict

Handling conflict with boundaries and assertiveness is not always easy, but it is achievable and beneficial. To do so, identify your state of mind, feelings, and needs, and prepare your statements. Choose an appropriate time and location to have a discussion about the conflict and make sure that both parties are ready and willing to converse. During the talk, objectively focus on the issue rather than the person. Avoid personal attacks, put down, or allegations, and use “I” statements to express your perspective. Stay calm and listen with curiosity to understand your partner while finding common ground. Respect both of your boundaries and rights while being willing to compromise and negotiate. Stay open-minded and make sure you maintain a caring relationship with your partner regardless of conflict and its outcome. Finally, thank the other person for their time and effort, summarizing what you agreed upon, expressing appreciation, and hoping for a stronger relationship and a bright future.

Practice active listening

To identify the source of the conflict, you have to pay attention and listen carefully. To listen actively, make sure you understand your partner and paraphrase the other party's points.

Pay attention to nonverbal signals and use appropriate body language , such as nodding your head, to show interest and to clarify that you're following them.

Listen without interruption to what the other person has to say. Aspire to be objective and clear. Then, ask questions to make sure each side understands what the other person thinks, feels, and wants.

Do that before speaking

Before you communicate, ask yourself the following questions about what you wish to say:

• Is it true?
• Is it kind?
• Is it useful?
• Is it necessary?
• Is it going to land well?
• Is this the right time to say it?

If one of the answers is no, consider not saying it. In these moments, silence is more productive than words. Be patient and once you find the time when the answers to these questions are yes, this is the time to speak.

7 steps for better conflict resolution

• Define the source of the conflict. Take your time to reveal the true needs of each party. The greater knowledge you have about the cause of the problem, the more easily you can resolve it.
• Find a common goal. Make similarities the starting point of finding a creative solution. Be open and curious to continually find common ground throughout the entire conflict resolution process.
• Establish safety. Creative conflict resolution requires that all parties feel safe enough to not only share what they need but to challenge each other's ideas without emotional escalation.
• Recognize your part. Be accountable and objectively assess your share in the conflict. Acknowledge your role in the problem and take responsibility for it.
• Empathize with your partner. Demonstrate to your partner that you understand their side while considering it. When you are being non-judgmental and cultivate compassion the fear of losing diminishes and collaboration increases.
• Review options. Remind yourself of your positive intention and what you want to achieve before you start the discussion. Be creative and discuss possible options while looking for solutions that benefit all parties.
• Discover a win-win solution. This is the ultimate goal—to agree on an option that benefits both sides to some extent. When one party wins and another party loses, the outcome does not resolve the underlying causes of the conflict.

Conflicts and disagreements are unavoidable. It is important to realize that the benefits of conflict resolution extend beyond resolving disagreements, contributing significantly to personal growth, emotional well-being, and healthy relationships.

Moshe Ratson, MBA, MFT, is a psychotherapist and executive coach in NYC. He specializes in personal and professional development, anger management, emotional intelligence, infidelity issues, and couples and marriage therapy.

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How to Manage Workplace Conflict

Handling team conflict effectively.

By the Mind Tools Content Team

Your people bring different perspectives and knowledge to your team, improving problem solving and performance. But difference can sometimes lead to conflict. And you'll need to deal with it!

In this article, we'll look at ways to identify and resolve conflict in your team, and to keep working relationships healthy and productive.

First, we'll highlight a few general skills and approaches that a manager can call on in conflict situations. Then we'll look at a five-step process for applying those skills in practice.

(If you want to understand why conflict arises and how to resolve it, read our introductory article, Conflict Resolution .)

Conflict Resolution Skills for Managers

By using the following approach, managers will likely be able to stop conflict before it gets out of hand.

Be Proactive

Leaving someone out of an email chain, making an inappropriate remark, or speaking over people in a meeting... conflict often starts with small disagreements that escalate fast.

So, if you spot conflict, avoid leaving it to team members or HR to resolve – instead, act! This shows that you treat conflict seriously and won't condone potentially destructive behavior.

Signs of conflict can be subtle, but you can detect them by being aware of the interactions within your team. Conflict might be reflected in individuals' body language, facial expressions, or tone of voice.

The better you know your team members, the more easily you'll pick up on cues and spot tensions that may be lurking under the surface. As well as the details of the conflict, keep in mind that you may need to consider if competing values are contributing to the tension.

Develop your emotional intelligence to better identify and manage the emotions of your team members.

​ Be Fair and Impartial

Even if you agree with one or more individuals in a conflicting team, make sure that you remain objective. Your role is to address the issue cauding the conflict and to reach a solution that works for all parties.

Treat each person fairly. Give everyone the time and opportunity to present their own perspective and to respond to any criticism. It's vital that all parties can state their case and are listened to.

Step in When Needed

Don't allow individuals to hijack the conversation or to dominate more-reserved colleagues. If one person is constantly talking over others, keep your questions directed at the person being interrupted.

If people still attempt to interrupt, politely ask them to wait until their co-worker has finished before inviting their point of view.

Avoid Assumptions

When facilitating a conflict discussion, avoid stating as facts things that you only think you know or may have heard. For example, it's best to use phrases like, "As far as I'm aware," or, "As I understand it."

This also allows for the possibility that your understanding is wrong or incomplete. And it creates an opportunity for the conflicting parties to restate their cases and clarify misunderstandings.

It's important to be patient and to perservere. Read our article The Role of the Facilitator for more ways to move talks forward.

Managing Conflict in the Workplace in Five Steps

When a situation gets out of hand, you may need to step in as a direct facilitator, with a targeted approach to resolving team conflict.

You can follow these five steps, which we've adapted from a framework used by the Chartered Institute of Personnel and Development (CIPD). [1]

1. Speak to Team Members Individually

Start by having an informal one-on-one with each team member involved in the conflict. This way you can hear people's concerns in a safe, confidential setting. In these meetings:

• Avoid making assumptions and let people open up in their own time.
• Reassure them that the discussion is confidential.
• Ask each party the same questions, to remain impartial.

2. Bring People Together

Once you've got a better understanding of the conflict and everyone's perspectives, it's time to bring the relevant parties together and act as a moderator.

Set some ground rules before getting the conversation underway. Encourage team members to listen to one another, respect each other's points of view, and not interrupt or make personal comments. During the conversation:

• Keep the tone of the conversation calm and non-threatening.
• Encourage active listening , so people understand where the other person is coming from.
• Encourage individuals to share ideas. What do they want or need? What would they be prepared to commit to? Have them to brainstorm some solutions.
• Ask them about situations where they've worked well together in the past. See if they can build on those positive experiences.

If the discussion becomes heated, take a break and reconvene when everyone's had a chance to calm down. Be alert for any passive-aggressive behavior .

Read our article Managing Emotion in Your Team for more tips on handling heated conversations.

3. Ask the Wider Team for Ideas

When a conflict affects the whole team, provided it's not sensitive or confidential, you can ask for everyone's perspective.

Talking things out helps you and your team to consider different assumptions, beliefs, and decision-making approaches. This can also be a part of creating a " psychologically safe " environment, where people feel comfortable sharing ideas and concerns, thus preventing future conflicts.

4. Draw up a Plan

Ask the parties to detail agreed-on actions for reconciliation. And get each to commit to this strategy. You can draw up a timetable for actions, ticking them off as and when they are achieved. Hold all relevant parties accountable.

5. Follow up

Ensure that issues have been resolved properly by following up on the situation. For example, people may still feel irritated but not want to drag things out. You can use one-on-ones to prevent old disagreements from resurfacing. And try an anonymous team survey to get feedback and uncover any lingering frustrations.

Discover more ways to manage disputes in our article, Resolving Workplace Conflict Through Mediation .

Seek Guidance and Support

When you're faced with a challenging conflict in your team and are unsure how to handle it, seek support from a trusted colleague, your line manager, or your HR department.

If your efforts at conflict resolution don't work, you'll need to be willing to pursue formal procedures if necessary. And some situations, such as harassment, discrimination or bullying , require a formal disciplinary process to be followed. In these instances, or if you are in any doubt, liaise with your HR team for advice.

Reflect on Your Conflict Management Skills

Consider what you did well and where you could improve after handling a conflict situation in your team. Solicit feedback from the team members involved to find out how effective they felt you were at helping resolve the situation.

Now think about structural or procedural improvements you can make to prevent future conflict. These could be:

• Setting clear goals for every team member – when people experience the right amount of pressure , they perform well.
• Make sure that people's responsibilities match their skills . Offer learning and development opportunities to plug skills gaps and help your people to realize their career aspirations .
• Using regular one-on-ones to sound out potential sources of future conflict.

As the CIPD concludes, the key to resolving conflict is to, "Build an environment in your team that is open, respectful, kind, fair and consistent, in which people feel 'psychologically safe.'"

Team conflict is natural. But by practicing the conflict management skills we outline here, you'll be able to spot and deal with issues between team members before they escalate.

To avoid team conflict:

• Be proactive.
• Be impartial.
• Step in when needed.
• Avoid assumptions.
• Be patient.

If team conflict persists, address it by implementing these five steps:

• Speak to team members individually.
• Bring people together.
• Ask the wider team for ideas.
• Draw up a plan.

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106 Conflict Resolution Essay Topic Ideas & Examples

Inside This Article

Conflict resolution is an essential skill that plays a crucial role in various aspects of our lives. Whether it is in personal relationships, the workplace, or even on a global scale, conflicts are inevitable. However, it is how we address and resolve these conflicts that determines the outcome and impact they have on our lives and the world around us.

Writing an essay on conflict resolution can provide a deeper understanding of this skill and its significance. To help you get started, here are 106 conflict resolution essay topic ideas and examples:

• The importance of conflict resolution in personal relationships.
• Conflict resolution techniques used in international diplomacy.
• The role of empathy in conflict resolution.
• Conflict resolution strategies for parents and children.
• The impact of unresolved conflicts on mental health.
• Conflict resolution in the workplace: best practices.
• The role of effective communication in resolving conflicts.
• Conflict resolution in multicultural societies.
• The influence of gender on conflict resolution.
• Conflict resolution and negotiation skills in business.
• The role of compromise in resolving conflicts.
• Conflict resolution in online communities.
• The impact of conflict resolution on organizational productivity.
• Conflict resolution and its effect on community building.
• The role of forgiveness in conflict resolution.
• Conflict resolution in educational settings.
• Conflict resolution in the criminal justice system.
• The impact of cultural differences on conflict resolution.
• Conflict resolution in the healthcare industry.
• Conflict resolution in sports teams.
• Conflict resolution and human rights.
• The role of power dynamics in conflict resolution.
• Conflict resolution and social media.
• The impact of conflict resolution on economic development.
• Conflict resolution in environmental disputes.
• Conflict resolution and international cooperation.
• The role of mediation in conflict resolution.
• Conflict resolution in the family business.
• The impact of conflict resolution on personal growth.
• Conflict resolution and social justice.
• Conflict resolution and restorative justice.
• The role of negotiation in conflict resolution.
• Conflict resolution in political campaigns.
• The impact of conflict resolution on romantic relationships.
• Conflict resolution in the classroom.
• Conflict resolution and conflict prevention.
• The role of compromise in international conflicts.
• Conflict resolution and the media.
• Conflict resolution in the digital age.
• The impact of conflict resolution on community engagement.
• Conflict resolution and public policy.
• Conflict resolution and mental health stigma.
• The role of leadership in conflict resolution.
• Conflict resolution in the family court system.
• Conflict resolution and peacebuilding.
• The impact of conflict resolution on employee satisfaction.
• Conflict resolution in the nonprofit sector.
• Conflict resolution and social inequality.
• The role of trust in conflict resolution.
• Conflict resolution in the music industry.
• Conflict resolution in urban planning.
• The impact of conflict resolution on interpersonal relationships.
• Conflict resolution in the military.
• Conflict resolution and workplace diversity.
• The role of emotions in conflict resolution.
• Conflict resolution and environmental conservation.
• Conflict resolution in international trade disputes.
• Conflict resolution and community policing.
• The impact of conflict resolution on team dynamics.
• Conflict resolution in diplomatic negotiations.
• Conflict resolution and conflict transformation.
• The role of dialogue in conflict resolution.
• Conflict resolution and social change.
• Conflict resolution in healthcare teams.
• Conflict resolution and human rights violations.
• The impact of conflict resolution on organizational culture.
• Conflict resolution in online gaming communities.
• Conflict resolution and the justice system.
• The role of compromise in interpersonal conflicts.
• Conflict resolution and urban development.
• Conflict resolution in the tech industry.
• The impact of conflict resolution on workplace communication.
• Conflict resolution and gender equality.
• Conflict resolution in community organizations.
• Conflict resolution and sustainable development.
• The role of active listening in conflict resolution.
• Conflict resolution in international peacekeeping missions.
• Conflict resolution and social entrepreneurship.
• The impact of conflict resolution on employee well-being.
• Conflict resolution in the film industry.
• Conflict resolution and environmental justice.
• The role of negotiation in interpersonal conflicts.
• Conflict resolution in public health emergencies.
• Conflict resolution and poverty reduction.
• Conflict resolution in online dating.
• The impact of conflict resolution on family dynamics.
• Conflict resolution and international human rights law.
• Conflict resolution and workplace ethics.
• The role of compromise in political conflicts.
• Conflict resolution in the fashion industry.
• Conflict resolution and sustainable agriculture.
• Conflict resolution in international aid organizations.
• The impact of conflict resolution on organizational effectiveness.
• Conflict resolution in online marketing campaigns.
• Conflict resolution and racial justice.
• The role of empathy in interpersonal conflicts.
• Conflict resolution in disaster response efforts.
• Conflict resolution and social media activism.
• The impact of conflict resolution on team performance.
• Conflict resolution in international business transactions.
• Conflict resolution and sustainable tourism.
• Conflict resolution in humanitarian interventions.
• The role of compromise in environmental conflicts.
• Conflict resolution and sustainable energy.
• Conflict resolution in international sports competitions.
• The impact of conflict resolution on community empowerment.

These essay topics cover a wide range of areas where conflict resolution plays a significant role. Whether you are interested in personal relationships, international affairs, or social justice, there is a topic that suits your interests. Remember to conduct thorough research and provide examples to support your arguments. Good luck with your essay!

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Conflict Resolution in Team: Analyzing the Cause of Conflicts and Best Skills for Resolution

2023, Scholars Journal of Engineering and Technology

This research study aimed to investigate and assess effective conflict resolution skills and interventions for managing conflicts within the team. Through a comprehensive literature review, a range of conflict resolution skills were identified and categorized into distinct domains. The first domain highlighted the significance of understanding cultural differences and emotional awareness in conflict resolution processes. The second domain emphasized the importance of fostering a cooperative and inclusive team atmosphere to facilitate conflict resolution. The third domain underscored the value of providing constructive feedback as an effective skill to address conflicts. In the fourth domain, effective communication and establishing positive relationships were emphasized as crucial factors in resolving conflicts. The fifth domain recognized the significance of leadership skills in managing and mediating conflicts within the team. The sixth domain emphasized the skills of trust-building to encourage open dialogue and conflict resolution. The seventh domain highlighted the necessity for effective managerial strategies and decision-making processes in conflict resolution. Finally, the eighth domain encompassed various skills such as problem-solving skills, consistency, and clarity skills, conflict analysis skills, active listening skills, and empathy skills, all of which were identified as essential in addressing conflicts within the team. The findings of this research study provide valuable insights into the diverse array of conflict resolution skills applicable to managing and resolving conflicts within the team.

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The study objective is to investigate construction contractor-related delay factors. In addition, the study aimed to identify the significant delay reasons related to the contractor as a major contributor to the delay in the execution of construction projects and propose mitigation strategies that contractors can implement. A literature review and PESTEL analysis were conducted on the studies published between 2020 and 2022. Thirty-five previous studies revealed twenty-five delay causes related to contractors. The identified causes were ranked according to the times they were reported in previous studies and further categorized into five management factors. In addition, this study proposes delay mitigation strategies to help contractors overcome delays related to their performance. Finally, the study recommends where future delay studies should focus on.

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There is increased awareness about the factors that affect project success since project stakeholders are constantly working towards a successful project. Although there are many aspects that affect a project's success, project managers are essential. The purpose of this study is to investigate how emotional intelligence (EI) affects project managers' ability to manage projects effectively. Research has been done in fields of relation between emotional intelligence and project success, but influence of emotional intelligence on project manager's competency in the field is unknown. In this study linear regression is applied to determine the inter relation between emotional intelligence and competency of a project manager. The practical application of linear regression was demonstrated and conclusions were drawn from the findings of the study. The interrelations between emotional intelligence and competency of project managers are determined along with the degree of dependency. It is important to understand the dependency of competency on soft skills to enhance a project manager's performance and thus the project's success.

Administrative Sciences (ISSN 2076-3387) (ESCI & Scopus indexing)

This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY

khaled majzoub

Engineering, Construction and Architectural Management

Isaac Akomea-Frimpong

Purpose-As a crucial soft skill for achieving project success, emotional intelligence (EI) remains an interesting, relevant and emerging research area which requires more researches in the construction industry. This study presents a review of existing studies on EI in the construction industry. Design/methodology/approach-A search of literature was conducted in the Scopus academic database leading to a retrieval of 146 articles. All the articles were subjected to content analysis where 48 articles were accepted to address the research objectives. Findings-The outcome revealed the topmost critical competencies in EI for construction professionals include: strong assertiveness with firmness in decision-making, strong leadership abilities, coherent teambuilding traits, strong conflict resolution and high self-control amid provocation. Further, the key contributions of EI to the construction industry were discovered as: increased personal and project performance, inspired leadership, built capacity against stress, improved communication skills and increased confidence within project practitioners. Practical implications-The study contributes to the stimulation of an in-depth knowledge in managing construction professionals, the society and further studies in this research area. Originality/value-Critical EI competencies of the key stakeholders of the construction projects are provided to guide practice to improve project successes.

Sustainability

Judit Garamvölgyi , Ildikó Rudnák

The aim of this study is to demonstrate the importance of Cultural Intelligence (CQ) in management performance through measurable performance assessment. In an empirical study, “Cultural Intelligence and Management Competencies”, managers provided a self-assessment and their subordinates also reported on their performance. Correlation analysis of the results of this study was used to examine the relationship between managers’ CQ and their Management Competencies. Among the factors examined (CQ, gender, origin, age, work experience, position and education), the level of CQ of managers correlates significantly with their management competencies. Our findings indicate that managers with higher CQ are more effective in their leadership roles, and we conclude that the CQ of leaders contributes to a more positive perception of leadership performance in teams that are characterized by significant cultural diversity.

Setria Feri

Journal of Human Resources and Sustainability Studies

Afaf Hassan

This paper presents project managers (PM) competencies that influence the successful achievement of sustainable development (SD) projects. A relevant literature review is conducted to summarize the PMs' competencies that lead to outstanding performance in projects. Then, this has been narrowed down to find out the PMs' competencies that influence the adoption and completion of SD projects. Considering the different views, the primary purpose of this exploration is to illustrate the PMs' competencies that have a positive impact on the achievement of SD projects in an integrative model. The investigation indicates that there are four main categories of PMs' competencies that influence the success of SD projects: project management skills, team management abilities, emotional intelligence skills, and formal skills. Hence, this study demonstrates a model inclusively for PMs to relate the found PMs' competencies to the successful implementation of SD projects. The model primarily explains that PMs who acquire the found competencies have a higher potential to achieve outstanding results in existing and future SD projects.

Journal of Organisation & Human Behaviour

Publishing India Group , Ramesh Pedaprolu

Emotional intelligence (EI) is known to contribute for the success of individual or group, and plays an important role in organizational effectiveness through positive behavior. The purpose of the study was to find out the relationship between EI and different components of organization effectiveness viz., teamwork effectiveness, conflict-handling modes and leadership competencies of the scientific personnel in National Agricultural Research and Education System (NARES) in India. The data was collected from 234 respondents by administering EI Test (EIT), Teamwork Skill Questionnaire, Thomas-Kilmann Conflict Mode Instrument (TKI Test) and Leadership Effectiveness Profile. The results indicated that 93.2% of the participants recorded an average level of EI; whereas, only 6.8% have a high level of EI. Majority of participants (78.6%) recorded lower levels of teamwork effectiveness as against 19.2 and 2.2% having average and high levels of team work effectiveness, respectively. Among the conflict-handling modes, avoiding (37.2%), compromising (20.5%) and accommodating (20.1%) are the dominant modes employed by the participants. Among the leadership competencies, people enablement, directional clarity, driving persistence and change orchestration are the dominant reported competencies. EI is significantly and positively correlated with teamwork effectiveness and all the attributes of leadership effectiveness. Among the domains of EI, self-awareness, motivating oneself and handling relationships are significantly related to the teamwork effectiveness and leadership competencies. The findings of the study revealed the importance of EI in contributing the overall success of the organization through building up the teamwork effectiveness and contributing to the leadership competencies. The implication of the study includes the role of EI as important criteria in selection and recruitment and a competency to be trained in employee’s in-service capacity building programs in order to improve the overall organizational effectiveness.

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Full Guide to Conflict Resolution (Skills, Examples & Process)

Conflict is an unavoidable (and sometimes healthy) part of life. Reasonable amounts of conflict can help us learn and consider things from others’ points of view. 

In the workplace, however, conflict can disrupt your routine, cause stress, and create an overall toxic work environment. 

As such, conflict resolution skills are an invaluable asset no matter what your profession is. 

After all, every employer wants someone who knows their way around conflict and can facilitate a friendly and collaborative work environment. 

This begs the question - what kind of conflict resolution skills do recruiters want to see and how can you make them stand out on your resume? 

This is exactly what this article is here for! We’ve put together everything you need to know about conflict resolution, including: 

Why Do Conflict Resolution Skills Matter?

10 conflict resolution skills and examples, 8 steps for resolving conflict successfully, how to add your conflict resolution skills to your resume.

Let’s dive in!

What Is Conflict Resolution?

• Conflict resolution is the process, methods, and set of skills necessary to effectively resolve conflicts between two or more individuals. 

The ability to resolve conflict is beneficial in all areas of life, but especially so at work. That's because, whether you work in an office, remotely, or on the field, you’re bound to face work-related conflict to some extent. 

About 85% of employees experience some kind of conflict in the workplace. And, according to a CIPD report, conflict typically happens for one of the following reasons: 

• Differences in personality or working styles
• Individual competence or performance
• Level of support or resources

Knowing how to overcome any such conflicts can be a huge asset both during your job hunt and in your career. Just to give you an idea, conflict management was the most in-demand soft skill among businesses hiring in 2019. 

But what is it exactly that makes conflict resolution skills so sought after? 

No matter the scale of the conflict or your level of involvement, possessing the skills to resolve it can come with a heap of benefits. 

Here are some of the most noteworthy ones: 

• Improved productivity. A well-functioning, friendly work environment allows employees to cooperate with each other and work more productively. Conflict in the workplace, on the other hand, leads to stress, anxiety, and a drop in motivation and productivity, according to the CIPD.
• Better work environment. Conflict resolution skills can significantly reduce miscommunications and disagreements among coworkers, and thus make the workplace a much nicer and more pleasant environment to work in.
• Professional growth. Conflict resolution skills are among the most popular transferable skills out there, which means they come in handy for many jobs across several industries. As such, having strong conflict resolution skills can help give your career a significant boost.
• Good customer relationships. In customer-facing roles , conflict can often occur between employees and customers. In such cases, conflict resolution skills can really save the day.
• Saved company time and money. US employees spend around 2.8 hours each week involved in a conflict. This amounts to around $359 billion in hours paid, according to CPP, Inc. In a workplace with minimal conflict, though, employees can use that time to work, in turn saving the company time and money.

Now that we covered the basics, let us break down the most impactful conflict resolution skills that could give your resume and career a serious boost, starting with:

#1.  Communication

Communication is among the most important conflict resolution skills out there. 

It involves being able to listen attentively to what other people have to say, as well as expressing your own thoughts and opinions clearly. Many times, a good communicator is also someone who will catch on to non-verbal cues or who is able to persuade people to try and resolve a conflict. 

In a nutshell, communication skills can make or break the conflict resolution process. 

For example, think about how important communication skills are to an HR manager trying to resolve a conflict between two coworkers. They need to be able to persuade both sides to sit down and talk, listen attentively to understand the conflict, express their thoughts in an open and non-judgemental manner, and facilitate a discussion between the two parties. 

Communication is a multi-faceted skill that consists of the following: 

• Oral and written communication
• Non-verbal communication
• Active Listening
• Presentation
• Public speaking
• Negotiation

#2. Emotional Intelligence 

Emotional intelligence is being aware of, controlling, and expressing one’s emotions, as well as handling interpersonal relations justly and empathetically. 

When it comes to resolving conflict, emotional intelligence goes a long way in putting yourself in the other person’s shoes or understanding each side’s perspective. 

Let’s say, for example, that you got into a conflict with a coworker because they didn’t manage to meet a deadline, thus bottlenecking the entire team’s workflow. 

If you’re a highly emotionally intelligent person, you will be able to put yourself in your coworker’s shoes—maybe they had a very good reason for not meeting the deadline. The task could’ve been harder than initially estimated, there might have been some unexpected issues, or maybe the coworker had some personal problems that got in the way.

Viewing the problem from the other person’s shoes will allow you to focus on finding a solution to the problem at hand instead of just blaming them. By adopting such a neutral approach, you’re a lot more likely to avoid conflict at work, establish good relations with your coworkers, and get things done better and faster. 

Some skills associated with emotional intelligence include: 

• Interpersonal skills

#3. Leadership

People in leadership positions are often required to resolve conflict. After all, leadership involves being able to manage and inspire others, which in itself means ensuring that your team members are getting along and collaborating effectively. 

That said, leadership skills are not only for dedicated leadership roles. 

For example, you may be working in a team and still be able to manage and inspire your teammates in such a way they see you as a “team leader.” In such cases, you will also be able to resolve conflict more effectively than others, as leaders are typically emotionally intelligent, great communicators, and natural-born influencers. 

Here are some other soft skills related to leadership:

• Relationship-building
• Strategic thinking

#4. Teamwork

Teamwork involves working well with other individuals, addressing problems collectively, and putting the group’s needs ahead of personal goals. 

As such, you can probably imagine why teamwork skills are important when it comes to conflict resolution. If you don’t think as a team member, you won’t be able to collaborate with others and put your differences aside to reach a common goal. 

Similarly, if you’re personally involved in the conflict, having teamwork skills is what can differentiate whether you’ll be able to sit down and resolve the conflict or act selfishly and escalate it. 

Teamwork comes in especially handy in arbitrary conflicts, where it doesn’t matter who “wins” but how fast and effectively the issue can be resolved. 

Some teamwork-related soft skills are:

• Collaboration

#5. Patience

Patience is the ability to tolerate waiting, delay, frustration, or any other negative emotion or circumstance, without getting agitated or upset. It goes without saying that if you want to resolve a conflict successfully, you’ve got to be patient. 

This applies both to whether you’re a third party trying to resolve a conflict or if you’re part of the conflict itself. 

In the first case, you’ve got to have patience during the entire mediation process, considering that things may get heated or that the parties in conflict may need to take some time to reach an understanding and overcome the conflict. 

In the second case, you’ve got to be patient enough to hear the other party, sit through the conflict resolution process, accept opinions and advice you may not necessarily agree with, and even go through a reconciliation process, depending on the severity of the conflict. 

#6. Compromise

A compromise is an agreement or a settlement of a dispute in a way that both sides make concessions. It's almost impossible to settle a conflict without making at least some sort of concession, which makes the ability to compromise vital if you want to find a solution.

Compromise involves both coming up with such settlements and being able to accept them if you’ve been involved in the conflict yourself. 

Take, for example, two classmates who need to work together on a project but can’t agree on the topic, because each of them wants something different. The teacher may decide to assign the topic themself so they won’t have to disagree over it - in this case, each student will compromise their own choice to avoid conflict. 

Alternatively, the teacher may suggest they simply team up with other people and keep the topics they liked in the first place. This is also a compromise that can de-escalate the conflict between the two students. 

#7. Assertiveness

Assertiveness is the middle ground between aggressiveness and apathy. Meaning, someone who is assertive is someone who stands up for what’s right in a positive way, instead of getting angry or being passive in the face of injustice. 

In a conflict, assertiveness means that you can communicate with others without upsetting them or yourself. This is exactly what makes it one of the most important conflict resolution skills. 

To give you an example of assertiveness as a conflict resolution skill, think of a supervisor who decides to facilitate a meeting between two employees who have argued and are not on speaking terms.

Some other examples of assertive behavior include: 

• Being able to admit mistakes and apologize
• Not feeling entitled or superior to others
• Expressing appreciation toward others

#8. Problem-Solving 

Problem-solving is the ability to identify problems, find what’s causing them, and come up with a good solution. 

Problem-solving and conflict resolution go hand in hand. A problem solver is someone who, instead of wasting time being angry or irritated when faced with conflict, will focus on understanding the problem and solving it in a way that benefits everyone involved.

For example, if you’re a team leader whose team is facing a productivity issue, you may need to redefine the roles of two team members who don’t like each other to avoid conflict between the two. 

Some skills associated with problem-solving skills include: 

• Analytical skills
• Research skills
• Critical thinking
• Decision-making

#9. Creativity

Oftentimes, you have to think outside the box to resolve a conflict. 

This is exactly where creativity comes in. In a nutshell, creativity is the ability to view situations and approach tasks and challenges inventively. 

Creative skills may be what makes the difference between an OK and a great solution to a conflict.

A restaurant server who’s facing a conflict with a customer, for example, may find more creative ways to solve the disagreement than simply calling the manager, such as offering them a complimentary drink or getting the entire table dessert at the end of their meal. 

As with most soft skills, creativity is made up of different skills, such as: 

• Imagination
• Open-mindedness
• Experimentation

#10. Management

Management is being able to manage people (including yourself), situations, resources, and even processes. And, of course, to be able to master conflict resolution, you need to be able to do all of these things. 

Although management skills are typically associated with management positions, that’s not actually the case. Any professional can benefit from strong management skills, especially when it comes to successfully resolving workplace conflict. 

For example, if the HR manager at your company is mediating a conflict between you and a coworker, the stronger your management skills, the better you’ll be able to handle yourself and the process. Similarly, if you’re the one mediating a conflict, you’ll need strong management skills to manage those involved, their reactions, and the resources at your disposal to solve it. 

Some management skills include: 

• People management
• Project management
• Time management
• Risk management

5 Healthy and Unhealthy Ways of Responding to Conflict

Several things can factor into the way we respond to conflict, including our upbringing, our core values, and our previous experiences. 

Take, for example, two adults. The first grew up in an inclusive, open environment, while the second grew up in an eruptive and violent environment. As you can imagine, the person in the first example is much more likely to respond to conflict in a healthy way than the person in the second. 

The same applies to people with, say, different values; a person who believes in cooperation and understanding will most probably seek to resolve conflict, whereas someone who’s more on the selfish side might cling to it longer. 

But what exactly consists of healthy and unhealthy ways of responding to conflict? Let us give you some examples:  

• Lack of empathy or inability to recognize the other person’s feelings and respond to the thighs that matter to them. 
• Anger , resentment, or explosive reactions.
• Apathy or withdrawing love, which leads to rejection, isolation, and shaming. 
• Inability to compromise and see the other person’s perspective. 
• Fear or avoidance due to associating conflict with a bad experience or expecting a bad outcome. 
• Empathy and understanding of the other person’s viewpoint. 
• Calm , inclusive, and non-defensive reactions and words. 
• A “forgive-and-forget” attitude and the readiness to move past a conflict without holding any grudges. 
• Seeking compromise and not acting out of spite or with intent to punish. 
• Desire to face conflict as soon as possible so that both sides can move on. 

The more you practice conflict resolution, the better you can get at it. That said, there are some do’s and don’ts you can learn about conflict resolution that’ll help you get better at this skill.

Below, we’ll cover the 8 steps you can take in order to resolve any conflict:

#1. Keep your calm

Before you engage in a conflict resolution process, you’ve got to make sure you’re calm and clear-headed. 

After all, the people involved in the conflict likely already feel angry, impatient, or judgemental toward each other, while your job as a mediator is to eliminate negativity as much as possible. 

This, however, may be hard to do if you yourself are not calm. The conflict resolution process may be even harder if you’ve been involved in the conflict yourself and want to solve it, but you’re not able to keep your calm.

As such, you can try taking several deep breaths before beginning the conflict resolution process, relaxing your body and dropping your shoulders, or doing whatever works best for calming you down. 

#2. Set a time and place for discussion

Conflict resolution can be a strenuous and time-consuming process for those involved, and can also get very distracting for those who aren’t involved but may happen to witness it. 

So, it’s important to find an appropriate time and place for the conflict resolution process to take place. Here are some things to keep in mind: 

• Conflict resolution takes time. For this reason, you should make sure that everyone involved has enough time and won’t have to leave for another appointment halfway through the process. 
• The environment matters. For starters, the place should be private from the eyes of outsiders. Additionally, you should make sure that all participants feel comfortable in the agreed-upon location by choosing a neutral place. That way, you don’t run the risk of one side feeling superior or vulnerable. 
• Conflict resolution can get tiring. Consider having water or snacks available to ease up the process. 

#3. Define the conflict or issue 

The first step to finding a solution to a problem is accepting there is a problem in the first place. 

Only once all the parties have accepted this, can the conflict resolution process begin. 

The first step here is to clearly define the issue at hand and not let it escalate into unrelated conflicts. After all, it’s not uncommon for conflict to escalate to a point where no one knows what they’re even fighting about anymore. 

Some things you can do to define the conflict successfully are:

• Begin the process by sharing your own take on what’s causing the conflict 
• Ask all the people involved to share their own experience 
• Try to keep the discussion to one main point at a time 
• Take every perspective into consideration
• Consider how each person is contributing to the problem
• List any past, unsuccessful attempts to resolve the issue (if it’s a persisting issue) 

If you’re personally involved in the conflict, try to use “I” statements as much as possible (e.g. “I feel like my efforts always go unnoticed” versus “you always ignore my hard work.” That way, you’re more likely to create a space where everyone can voice their opinions.

#4. Note down possible conflict triggers

Sometimes, it’s external factors that trigger people into conflict. 

Such factors typically include:

• Personal issues

Openly discussing what may have triggered other parties into conflict can increase the empathy of all those involved, as well as make it easier to anticipate and avoid similar conflicts in the future. 

#5. Brainstorm and list possible solutions

Pick everyone’s brain on how you can go about solving the conflict. 

One of the most common issues of conflict resolution is pushing one solution and not keeping an open mind to alternative options. Brainstorming different ideas and possibilities, on the other hand, can help all parties reach a compromise or an agreement that’s beneficial to everyone involved. 

Once you’ve brainstormed and discussed different solutions to the conflict, note down the best ones or the most achievable ones. 

#6. Agree on a single plan

In many cases, the “solution” to a conflict may be to simply acknowledge both sides were wrong, agree to disagree, apologize, or move on. 

In other cases, though, you may actually need to come up with and agree on an action plan to make sure the conflict never repeats again. For example, if two team members feel like the project leader doesn’t take their ideas into consideration, the plan may be to have weekly meetings where every member is given five minutes to express their insights and thoughts. 

In such cases, before ending the conflict resolution process, make sure to clearly define the necessary actions and steps for every person involved. 

#7. Check-in to discuss progress

Following through is an essential part of conflict resolution. 

After all, even if the conflict resolution meeting goes well, there is still a chance that people won't follow through with the plan or repeat the same patterns after a while.

As such, make sure to agree on a time in the future (not too soon after the initial meeting) to check in with everyone, see how they’re feeling, and ensure there is actual progress.  

#8. Involve a third party 

Now, despite all the best intentions, there is still a chance that the conflict resolution process won’t work (or that it may require many more meetings and mediation, depending on the scale and severity of the issue). 

If that happens, the best course of action is to involve a third party to help out. In most cases, the team lead or HR manager is the right person for this.

Anyone can claim they have conflict resolution skills. It’s being able to prove them in your resume that will help you stand out from the competition. 

Below, we’ll cover the entire process of adding your conflict resolution skills to your resume effectively, step-by-step.

Before you read further, though, pick one of our resume templates and fill it in as you go!

#1. List Them Under Your Skills Section

The most obvious place to list your conflict resolution skills is under your skills section. 

Although this part is fairly straightforward, there are some things you want to keep in mind. 

For starters, you shouldn’t just mention every conflict resolution skill we covered in this article and call it a day. Instead, you want to make sure that you add conflict resolution skills that are relevant to the position you’re applying for. 

Here is just how you can do that: 

• Check the job description. In 99% of cases, the job description can show you exactly which skills are needed for the position. If you’re applying for a teaching position, for example, the job description may not directly mention “conflict resolution” as a skill, but a bunch of other skills related to it, such as excellent communication and interpersonal skills, creativity, and leadership. 
• Identify the skills you possess. Now think about the skills that you can back up with your previous work experience. Only list conflict resolution skills that you possess and that you can prove you possess on your resume. 
• Add them under your soft skills. Then, add those skills under your resume’s soft skills section. 

Here’s an example of how conflict resolution skills look on a resume’s skills section:

#2. Mention Them In Your Resume Summary

Secondly, you should mention your conflict resolution skills in your resume summary . 

In a nutshell, the resume summary is a short paragraph that usually mentions:

• Your professional title and years of experience
• Your top skills (up to three)
• Your most noteworthy achievements 

Done right, your resume summary should convey you’re a great candidate from the get-go and get the hiring manager to go through the rest of your resume in more detail. 

Here’s an example of a resume summary that highlights the applicant’s conflict resolution skills: 

A dedicated customer support representative with over five years of experience helping customers and solving their problems. Excellent communication and conflict resolution skills, with over 95% customer approval rating to prove it. Looking to leverage my skills to help Company X provide quality customer service. 

#3. Back Them Up With Your Work Experience 

Last but not least, you should use your work experience section to back up all the conflict resolution skills you’ve mentioned with facts. 

This is exactly what makes this section the most important part of your resume. 

Done right, it will prove to the hiring manager that you’re exactly who they’re looking for.

Here’s just how you can do that:

• Focus on your achievements instead of your responsibilities. Instead of mentioning things the hiring manager already knows (i.e. your responsibilities), aim to show how you made an impact with your achievements instead. So, when you’ve pinned down the conflict resolution skills to include in your resume, write down some achievements from your previous roles to prove them. 
• Make your achievements quantifiable. To really impress recruiters, you want to make your achievements as quantifiable as possible. After all, nothing says “real” more than a data-backed claim. For example, “hit and exceeded department’s KPIs by 20% for four months in a row” sounds better than “increased sales.” 
• Take advantage of action verbs and power words. This article lists the best action verbs and power words you can use to give your resume some color and make your achievements sound even more impressive. 

And here are some great examples of how you can describe your conflict resolution skills in your resume’s work experience section:

• Won an American Business Award for Achievement in Diversity and Inclusion for creating a checks and balances system that decreased employee complaints and conflicts by 15% in only three months. 
• Managed cross-department teams of 20 people without any hiccups, never missing a deadline, and in the end, exceeding the company’s KPIs by 14%.

Interview Questions on Conflict Resolution Skills - Sample Answers

Once you’ve worked on your resume, the next step in your job search process is to ace the job interview.

If the job you’re applying for involves customer support or management, there’s a very good chance that the interviewer will ask you detailed questions about your conflict resolution skills.

In this section, we’ll teach you just how you can answer them! 

The first thing you need to know is that the interviewer will most probably inquire about your conflict resolution skills through a behavioral interview question . 

Behavioral interview questions are types of questions where the interviewer asks you about how you acted in a specific situation.

So instead of a question like:

“What’s your greatest strength?”

They’re going to ask:

“What’s your greatest strength, and give us an example of a time you applied it in the workplace.”

Some other examples of common behavioral questions are: 

• Tell us about a time when you solved a problem at your job that wasn’t part of your job description.
• Have you ever had to work under someone who wasn’t very good at communicating? What happened?

Now, behavioral interview questions can seem trickier to answer than conventional interview questions. 

After all, anyone can answer a question like “ what’s your greatest accomplishment? ” 

Coming up with a concrete example that demonstrates how you went above and beyond to complete a work task on the spot, though, can be considerably more challenging. 

Well, it doesn’t have to be!

Lucky for you, there’s an easy way to answer behavioral interview questions called the STAR method . Here’s what STAR stands for: 

S - Situation. Describe in what situation the event took place.

T - Task. Talk about the task at hand or your responsibilities. 

A - Action. Describe the steps you took to address the issue/complete the task.

R - Results. Mention the results of your actions. 

Master the STAR method , and you’ll be able to answer any conflict resolution-related job interview question that the HR manager throws at you!

Let’s say, for example, that the interviewer asks the following question: 

“Have you ever faced conflict or disagreement with a coworker? What happened and how did you resolve it?”

Here’s how you’d answer it using the STAR method: 

Situation. “During my internship at Company X, my team and I were supposed to work together and brainstorm new talent-sourcing ideas for a client. The client was a large supermarket chain located in a very rural area, so they were struggling to source new talent.”

Task. “Basically, our task was to meet on a daily basis, brainstorm, and finally settle on three ideas. After a couple of meetings, we did have a few ideas, but none of them were really satisfactory. Meanwhile, the management wanted something they could confidently present to the client.

At this point, some of my teammates basically said “well, here are our ideas, we don’t have anything else!”. Another teammate and I, however, wanted to work on it a bit more and come up with something that WOULD work.

There was a lot of back and forth from there, the tensions were high, and the team kept shutting down all the ideas we were proposing. The deadline was super close and we had to figure out a way to move forward.”

Action. “So, I gave it some thought and realized that we’d be in a deadlock forever if we continued like this. They wouldn’t agree with our approach and we wouldn’t agree with theirs. So, we decided to bring in an unbiased third party who didn't have any emotional investment here.

We then conducted a longer meeting without any time restraints and went through each idea one by one, while the third party acted as a sort of mediator. When someone pitched something, they also had to back it up with as many facts as possible, otherwise, it wouldn’t count.”

Results. “This really helped bring something new to the table. The “mediator” helped sort through all the bad ideas, as well as infused the team with new energy, and kept tensions on the low.

We eventually came up with completely original ideas that we all agreed upon. We finished the meeting in approximately two hours and the management had three awesome ideas they could pitch to the client. The client did implement one of the ideas, which eventually resulted in three new hires.”

Simple, right?

And just to make sure you’ve really got how the STAR method works, let’s cover another example. 

Let’s say that the interviewer asks something like this:

“How do you handle angry or irritated customers? Give me an example.”

Here’s how you’d answer with the STAR method:

Situation. “Working in customer support, you really get to talk with many different kinds of people. I remember I had one angry customer that called the helpdesk once to complain. He kept repeating that the product he bought was faulty and demanded I resolve the situation then and there.”

Task. “Customers calling for refunds happen all the time, but this one was different as he just kept shouting over the phone the whole time. I had to get him to calm down if I wanted the call to go anywhere.”

Action. “Fortunately, I had experience dealing with loud customers and knew the first thing I had to do was listen to his story. Halfway through telling his story, he calmed down once he realized I was trying to help. He explained that the product was supposed to be a gift, and that’s why he was so frustrated. Then, I offered 2 solutions: a refund or a replacement for his product with express delivery.”

Results. “The customer opted for the replacement option. I called him back once they received the order just to check in if he was happy with the product. He turned out to be happy both with the product and our service, and thanked me for the help.”

Key Takeaways

And that’s a wrap on conflict resolution skills! 

Before you go and put everything we just told you to practice, let’s go over the main points covered in this article: 

• At work, conflict resolution skills are essential because they improve employees’ productivity, ensure the work environment is enjoyable for everyone, and save the company money and time. 
• Some important conflict-resolution skills include communication, creativity, assertiveness, compromise, and leadership. 
• Some healthy ways to respond to a conflict are showing empathy, keeping your calm, wanting to resolve the conflict, and following a “forgive and forget” attitude. 
• To successfully resolve conflict, make sure to properly define the issue at hand, outline possible conflict triggers, brainstorm possible solutions, agree on a single plan, and follow up to see if everyone involved is following through. 
• To make conflict resolution skills pop, add them in the skills section, sprinkle them in your resume summary, and back them up with your work experience section.

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Work Life is Atlassian’s flagship publication dedicated to unleashing the potential of every team through real-life advice, inspiring stories, and thoughtful perspectives from leaders around the world.

Contributing Writer

Work Futurist

Senior Quantitative Researcher, People Insights

Principal Writer

Empathy is the antidote: conflict resolution at work

Not all conflict is bad – here are the habits you should harness to avoid the problematic kind.

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Most people get along with their colleagues. But when there’s conflict, no one’s concerned about what “most” people are doing. They’re concerned about the all-caps emoji fight breaking out on Slack, or side-eyeing the pair of frenemies giving each other the silent treatment.

Yes, conflict happens, even among mature professionals. Today’s employees reportedly spend 2.8 hours a week dealing with workplace conflict, whether that’s simple conflict about the best processes to use, or outright relationship conflicts. (More on the 4 types of conflict below). And for 29% of employees , workplace conflict is “constant.”

Avoiding conflict isn’t about letting people have their way. It’s about establishing healthy habits for your team. These habits should not only prevent conflict, but give you a roadmap for dealing with it quickly and painlessly when it does arrive. And if you have a roadmap, you can work through conflict with empathy. Here’s how.

Use divergent thinking to generate fresh ideas in your next brainstorm

Productive conflict adds value.

We hope it goes without saying that not all conflict is bad. As explained by this HBR article , “tension, disagreement, and conflict improve the value of the ideas, expose the risks inherent in the plan, and lead to enhanced trust among the participants.”  Put another way, healthy conflict – in the vein of friendlier terms like pushback, sparring, debating, and divergent thinking – is not a necessary evil, but a necessary force for good. Conflict becomes problematic when disagreements are rooted in antagonism, opponents lose sight of their shared goal, or the conflict gets personal.

The 4 types of conflict at work

As the Harvard Business Review’s Guide to Dealing with Conflict puts it: people are complicated. At work, we deal with “competing interests, clashing personalities, limited time and resources, and fragile egos.” The result? A workplace can be complex to navigate, even when everything’s running smoothly. To understand this complexity, we can categorize conflict into four types:

• Process conflicts arise from differences over how to best proceed with a project or initiative. “You’re doing it wrong” is a classic process conflict. These are generally mild, especially if team members still agree on the basic goals of the task.
• Task conflicts are about a project’s goals, or the reason you’re performing a task in the first place. Because of this fundamental misalignment, they can be a bit thornier than process conflicts.
• Status conflicts occur when you butt heads over who’s in charge. Think of the classic crime movie trope of federal agents arguing with local cops over who has jurisdiction. If that sounds like your drama, you’ve got a status conflict on your hands.
• Relationship conflicts can be trickier, because they crop up when feelings get personal. Clarity over a project goal or management status isn’t always enough to resolve this style of conflict. Relationship conflicts can create feelings of disrespect, bullying, and even being unwelcome on a team. 

Adopt smart habits for conflict resolution at work

Set yourself up for success by laying the groundwork for healthy conflict, avoiding the disputes that don’t serve your team, and knowing how to escalate disagreements that threaten group cohesion.

Get your team aligned on goals and practices

6 ways to set and maintain boundaries at work

Two heads are better than one, or so the saying goes. But that well-intentioned truism falls apart if those two heads are butting against each other because they disagree on who’s in charge, how to communicate, or something as fundamental as how often to meet.

Drawing up working agreements at the office can surface these differences in advance, smoothing out unproductive conflict before it starts. After the exercise, you’ll have a comprehensive set of guidelines for how your team will work together, what you expect of each other, and where your boundaries lie. 

Think of this as your “town charter.” If everyone is going to live in this workspace for a while, they all deserve a say in how that town comes together.

Cultivate a culture of psychological safety

The term psychological safety dates to the late 1990s, when Harvard researcher Amy Edmonson coined the term, defining it as “a shared belief held by members of a team that the team is safe for interpersonal risk taking”. The best teams aren’t the ones with the fewest errors, she found. The best teams were the ones where errors could be safely reframed as learning experiences.

This doesn’t mean a free-for-all where there are no consequences. It means giving employees the latitude to fail without fearing for their job or their standing on the team. 

A classic example is the writer’s room for “The Simpsons,” where everyone is free to toss in joke ideas. As writer Joel Cohen once put it:

50 jokes go in the script and to get there we’re pitching 1,000 jokes. So, a lot of times at the end of the day, when we go back, or when we talk about it in the room, who wrote that joke? We can’t even remember.

Failing to remember who pitched which joke? A thousand jokes tested out, just to arrive at 50? That’s psychological safety in action. In that room, every writer is willing to fail in their search for the best possible joke, no matter who suggested it.

At the most basic level, psychological safety amounts to baking empathy into everything your team does. And it’s particularly useful for preventing status conflicts; when team members feel safe to share their perspectives without judgment, they’re less likely to fear damaging their reputation, i.e., their status in the workplace. 

Implement strong communication practices

Generally speaking, honesty and directness go a long way in keeping resentments from boiling over. But clarity alone won’t prevent conflict. “I demand vengeance! ” is clear, after all. Healthy communication practices are more nuanced. 

Speak up for yourself

Work-appropriate communication means never counting yourself out. Yet that’s what many of us do to avoid conflict – we retreat, we go passive, we wait and hope it solves itself. Why? We’re afraid of being penalized for speaking up . Keep in mind, however, that open, honest communication is more likely to help employees get promoted, according to Glassdoor research .

Give honest feedback

The key to giving feedback that doesn’t rub people the wrong way? Start with empathy, then provide honest feedback . Consider one story from Dale Carnegie’s How to Win Friends and Influence People . A woman named Anna Mazzone had failed spectacularly in her first big project in a new job. But her boss gave her the benefit of the doubt, saying that her lack of experience made the mistake understandable. Deeply touched by her boss’s empathy, Mazzone reports she left the meeting with her “head held high.” And she was more determined to do a great job than ever.

Practice active listening

The quickest way to escalate a conflict unnecessarily is to make your opponent feel like you’re not listening to them. In times of peace or turmoil, giving your conversation partner your full attention, striving to comprehend rather than just hear, and asking open-ended questions can go a long way in making them feel heard. 

Use the right communication channels

Much like you shouldn’t break up with someone via text, you shouldn’t hash out your workplace conflicts over Slack. This delicate balance between convenience and humanity is important to consider when you’re establishing team working agreements (discussed a bit further up the page), and our guide to workplace communication channels offers up some food for thought on the matter.

Don’t underestimate the impact of nonverbal communication

Your body language, posture, facial expressions, and eye contact (or lack thereof) can reinforce, undermine, or flat-out contradict what you say. Nonverbal communication – especially in remote or hybrid work environments – goes a long way in conveying sincerity or disinterest. If your goal is to communicate empathy, looking at your shoes can dampen a sincere attempt to connect. 

Put a plan in place for escalating persistent conflicts

People are going to butt heads – and sometimes, that’s a problem. But the key to handling conflict isn’t to guess your way through it. Instead, put an escalation plan in place :

• Acknowledge and clarify the problem. Without a basic definition of what’s going wrong, you won’t know how to solve it.
• Collect the facts. Which facts are not in dispute? Do they have any bearing on the final decision or outcome of the conflict? Collect any and all relevant data that might help make a decision easier.
• Weigh your options. Consider a framework like DACI (driver, approver, contributors, informed) to build a blueprint for a solution.
• Escalate to the appropriate person. If the conflict continues, is there a manager you can escalate to? Before you do so, make sure the people within the conflict are aware of this possibility.

Lead with empathy

When conflict escalates, it’s tempting to let it take over your psyche. Why don’t they get what you’re trying to say? Why is the other person always standing in your way? Or why can’t two employees ever seem to get along?

Let’s end it with a story about leading with empathy.

1935 was a tough year for the White Motor Company . Numbers were down, the company had just merged with Studebaker to stay afloat, and to top it all off, workers were on strike. Not a good environment for the company’s new president, Robert Fager Black. But Black didn’t clench his fists and prepare for a brawl with the striking workers.

Instead, he went outside to visit them.

He said since they weren’t doing anything, they could play baseball on the vacant company lots if they wanted to. Later, Black took out an ad in the Cleveland papers, praising how peacefully the employees were conducting themselves.

The strike resolved within a few weeks. When Black retired in the 1950s, he was reportedly a beloved figure at the company.

If you ever doubt yourself, always ask what the situation might look like if both sides felt accepted, heard, and psychologically safe. Ask how you would approach a situation if you led with empathy. You’ll often find that the situation dissolves before it becomes more than an ordinary tiff.

Advice, stories, and expertise about work life today.

The Power of Conflict: Embracing Collaboration for Team Success

• September 20, 2023
• Business Strategy & Innovation

You know that conflict is often seen as a negative thing in teams, but what if I told you that embracing conflict can actually lead to collaboration and team success? It’s true!

Conflict allows teams to navigate difficult situations, synthesize diverse perspectives, and arrive at well thought-out solutions.

By shifting your mindset and embracing conflict, you can add value to your team by bringing in different perspectives and encouraging collaboration.

In this article, we’ll explore the power of conflict and how it can drive innovation and team success.

Table of Contents

Key Takeaways

• Conflict allows teams to navigate difficult situations, synthesize diverse perspectives, and come up with well thought-out solutions.
• Confronting the fear of conflict fosters collaboration and leads to an open exchange of ideas.
• Constructive conflict improves team dynamics and can be resolved through objective and analytical approaches, open and respectful communication, and active listening.
• Embracing conflict harnesses the power of diverse perspectives, sparks creativity, and serves as a catalyst for innovative solutions.

The Benefits of Embracing Conflict in Teamwork

Embracing conflict in teamwork allows you to benefit from diverse perspectives and ultimately find well thought-out solutions. Building synergy through conflict is key to achieving innovation and success. Conflict may be uncomfortable, but it is necessary for growth and pushing boundaries.

By embracing discomfort, you open yourself up to new ideas and possibilities. Conflict helps challenge assumptions and encourages creative problem-solving. It brings together different viewpoints, leading to a more comprehensive understanding of the issue at hand.

Embracing conflict also builds trust within the team, as open and honest communication is fostered. It is through conflict that innovative solutions are born and risks are mitigated. So, don’t shy away from conflict, but rather embrace it as an opportunity for collaboration and growth.

Overcoming the Fear of Conflict: A Key to Collaboration

Confronting your fear of conflict is essential for fostering effective collaboration among team members. Overcoming this fear allows for the open exchange of ideas and opinions, leading to innovative solutions and improved team dynamics.

By avoiding conflict, you hinder the team’s ability to address difficult situations and synthesize diverse perspectives. To overcome this fear, it is important to shift your mindset and embrace conflict as an opportunity for collaboration.

Utilize techniques such as using ‘and’ instead of ‘but’ to express disagreement, engaging teammates in problem-solving discussions, and asking open-ended questions to encourage imagination and explore the impact of actions.

Embracing conflict not only leads to better problem-solving but also enhances trust and credibility within the team, ultimately contributing to overall success.

Enhancing Team Dynamics Through Constructive Conflict

To improve your team dynamics, actively engage in constructive conflict by openly discussing differing perspectives and finding creative solutions. Conflict resolution techniques play a crucial role in building trust in team conflicts.

By embracing conflict, teams can foster innovation and collaboration while addressing challenges effectively. When conflicts arise, it is important to approach them objectively and analytically, focusing on finding solutions rather than assigning blame.

Encourage open and respectful communication, allowing each team member to express their perspectives and concerns. Building trust is key in team conflicts, as it creates a safe environment for open dialogue and problem-solving. Use active listening skills to understand different viewpoints and seek common ground.

Harnessing the Power of Diverse Perspectives in Conflict

When you actively engage in constructive conflict and embrace diverse perspectives, you open up the opportunity for fresh ideas and innovative solutions. Harnessing diverse perspectives in conflict can lead to a multitude of benefits:

• Increased creativity: Different perspectives bring new ideas and approaches to the table, sparking creativity and pushing the boundaries of innovation.
• Broader problem-solving: With diverse perspectives, you can consider a wider range of potential solutions, leading to more comprehensive and effective problem-solving.

Fostering collaboration is also essential in harnessing diverse perspectives:

• Encouraging open dialogue: Creating an environment where everyone feels comfortable sharing their ideas fosters collaboration and allows for the synthesis of diverse perspectives.
• Building trust and respect: By valuing and respecting different viewpoints, you can cultivate a culture of collaboration, where individuals feel safe to express themselves and contribute their unique insights.

Conflict as a Catalyst for Innovative Solutions

By actively engaging in constructive conflict and embracing diverse perspectives, you can unlock the potential for innovative solutions to complex challenges.

Conflict, often seen as a hindrance, can actually serve as a catalyst for innovation. When individuals come together with different ideas and opinions, the clash of perspectives can lead to the emergence of groundbreaking solutions.

Collaborative conflict encourages deeper analysis, sparks creativity, and pushes teams to think outside the box. It forces individuals to challenge their assumptions, consider alternative viewpoints, and explore new possibilities.

Through collaboration and conflict, teams can break free from traditional thinking patterns and discover innovative approaches to problem-solving. By embracing conflict as an opportunity for growth and learning, teams can tap into their collective intelligence and unlock the full potential of their innovative capabilities.

Mitigating Risks Through Conflict Resolution

You can effectively mitigate risks by addressing conflicts and finding resolutions that consider the perspectives of all team members. Managing disagreements and utilizing conflict resolution techniques are essential steps in ensuring the success of your team. Here are some strategies to help you navigate conflict and minimize risks:

Active Listening: Take the time to understand the viewpoints of all team members involved in the conflict. Actively listen to their concerns and perspectives, and make sure everyone feels heard and valued.

Collaborative Problem-Solving: Encourage open dialogue and brainstorming sessions to find solutions that satisfy everyone’s needs. By involving all team members in the problem-solving process, you can ensure that the resolutions are comprehensive and effective.

The High Cost of Avoiding Conflict in Team Settings

Avoiding conflict in team settings can result in negative consequences that hinder productivity and hinder the team’s ability to reach its goals. The cost of avoidance is high, as it disrupts open discussion and team dynamics.

By shying away from conflict, you are also hindering problem-solving and risking the assumption of faulty ideas. This negative impact can be detrimental to innovation and overall team effectiveness.

To overcome this, it is crucial to shift your mindset and embrace conflict as an opportunity for collaboration. Value is added by bringing a different perspective, and by challenging your teammates, you can avoid redundancy and truly contribute unique value.

Delivering conflict effectively is key, using techniques such as engaging in problem-solving discussions and asking open-ended questions. By addressing conflicts head-on, you can mitigate the negative impact of avoidance and foster a more productive and innovative team environment.

Cultivating a Mindset of Productive Disagreement

When it comes to cultivating a mindset of productive disagreement, embracing disagreement and fostering productive debates are key. By doing so, you create an environment that encourages collaboration and innovation.

Here are some strategies to help you embrace disagreement and foster productive debates:

Create a safe space for disagreement:

• Encourage open and honest communication.
• Respect diverse perspectives and ideas.

Develop effective communication skills:

• Active listening promotes understanding.
• Clearly articulate your thoughts and opinions.

Seek common ground:

• Look for shared goals and values.
• Find areas of agreement to build upon.

Focus on problem-solving:

• Keep the discussion centered around finding solutions.
• Avoid personal attacks and stay focused on the issue at hand.

Embrace a growth mindset:

• See disagreement as an opportunity for learning and growth.
• Be open to changing your perspective based on new information.

Strategies for Effective Conflict Delivery in Teamwork

To deliver conflict effectively in teamwork, use ‘and’ instead of ‘but’ to express disagreement. This strategy allows for a more collaborative approach, where team members can build upon each other’s ideas rather than shutting them down.

Effective communication during conflict is crucial for maintaining a positive team dynamic and finding innovative solutions. Engaging teammates in problem-solving discussions and asking open-ended questions about the impact of actions can help foster a deeper understanding of the underlying issues. Additionally, using hypothetical situations can encourage imagination and lead to alternative solutions.

Strategies for managing conflict include being mildly self-deprecating and asking for help, expressing surprise to seek understanding, and using genuine, open questions to redirect discussions. Remember, conflict is critical for team effectiveness, and withholding concerns only erodes trust and credibility.

Embrace conflict as an opportunity for collaboration and growth.

Nurturing Nice Conflict: Building Trust and Credibility

Remember, nurturing nice conflict within your team is crucial for building trust and credibility among your teammates. By embracing conflict in a positive way, you can not only build rapport among team members but also foster collaboration for greater success.

Here’s how:

Encourage open dialogue:

• Create a safe space for team members to express their perspectives and ideas.
• Emphasize the importance of active listening and respect for differing opinions.

Promote constructive feedback:

• Encourage team members to provide feedback in a positive and constructive manner.
• Help individuals focus on the issue at hand rather than personal attacks.

Conflict: the Driving Force Behind Team Success

You can harness the energy of disagreements to fuel your team’s achievements and propel them towards greatness. Overcoming resistance and fostering creativity are key to embracing conflict as the driving force behind team success.

When resistance arises, it is important to view it as an opportunity for growth and collaboration. By addressing and working through disagreements, you can uncover innovative solutions and push the boundaries of what is possible.

Encouraging open discussion and diverse perspectives allows for the synthesis of new ideas and promotes creativity. Embracing conflict also helps to identify and mitigate risks, ensuring well thought-out solutions.

Frequently Asked Questions

How can conflict in a team lead to innovative solutions.

Conflict in a team leads to innovative solutions by encouraging diverse perspectives and challenging assumptions. Through conflict resolution and creative problem solving, teams can find alternative solutions and drive forward with new ideas.

What Are the Risks of Avoiding Conflict in a Team Setting?

Avoiding conflict in a team setting has negative consequences, leading to missed opportunities. By shying away from disagreement, you hinder open discussion and hinder problem-solving. Embrace conflict for true innovation and collaboration.

How Can Team Dynamics Be Enhanced Through Constructive Conflict?

To enhance team dynamics through constructive conflict, focus on enhancing collaboration and building trust. Embrace different perspectives and value the unique contributions of each team member. Overcome discomfort and use conflict as an opportunity for innovation and growth.

In What Ways Can Diverse Perspectives Be Harnessed During Conflict?

During conflict, diverse perspectives can be harnessed through collaborative problem solving and productive disagreement. By embracing different viewpoints, teams can foster innovation and find solutions that may not have been considered otherwise.

What Are Some Strategies for Effectively Delivering Conflict in Teamwork?

To effectively deliver conflict in teamwork, use conflict resolution techniques and foster open communication. Encourage problem-solving discussions, ask open-ended questions, and discuss underlying issues for alternative solutions. Embrace conflict as an opportunity for collaboration and growth.