CHAPTER What Is Conflict Resolution?

Can Confl ict Be Resolved?
WHAT IS CONFLICT RESOLUTION? ➜
We have yet to run across an organization where all confl ict is
resolved. Confl ict ebbs and fl ows in relationships in organizations.
In fact, if we saw no confl ict during change in an organization
(and as we all know they are continuously changing!), we
would suspect the organization to be dying or already dead! The
emotional exchange of ideas and perceptions is a natural part of
people working together.
Employees at all levels must continue working even when
confl icts and ambiguities exist. Of course, there are some work
confl ict situations that can be addressed through a short dialogue
to clear up misunderstandings. Many others, however,
take more work. They require more energy, a willingness to
revisit the issue, and a personal commitment to working things
out in the long term.
If you are looking at resolution as all parties being completely
happy with the outcome, then resolution is not attainable in
most situations. Often, one person will be happy and another
not. Partnerships may not be even; there may be a clear hierarchy
between, for example, boss and subordinate or customer
and supplier and the party in power just decides. Even if there
is a more balanced partnership, it can take a lot of eff ort and
time to create a “win/win.” We don’t always have the energy
and time to approach it this way. Other times a confl ict—particularly
latent confl icts—drags on, sometimes even a long time.
We hope it dissipates by itself—and sometimes it does, either
because the situation has changed (again), key players change,
or it may just become less important due to new priorities or a
diff erent mood (diff erent emotions) of the main parties.
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