Lesson Summary

When managing workplace conflicts, it is important to understand different approaches and the situations for which each is best utilized. Accommodation is a ‘lose/win’ situation where one party is willing to forfeit their position. Compromise is a ‘win/lose/win’ situation, where everyone involved gains and loses something through negotiation. Avoidance, a ‘lose/lose’ situation, is when neither party takes action to address the issues involved in the conflict. Competition is a ‘win/lose’ approach involving one party attempting to win through dominance. Collaboration is a ‘win/win’ approach requiring trust and commitment on all sides. It is the most effective but complex way of managing differences. Before engaging in a difficult conversation, one must prepare for it by mentioning the action item of another, focusing on contribution and utilizing “I” messages, and using the “yes, and” stance. Additionally, it is a must to promote a safe conversation where both parties feel comfortable expressing their thoughts and feeling without fear of negative ramification. Finally, listening is a key skill, requiring open curiosity while keeping the spotlight on the other person. Unexpressed feelings can color a tough situation, so it is important to be aware of feelings being expressed and acknowledge them.