2020 iLEAD e-book

Conflict can be a good thing; the most creative solutions and new ideas often emerge from the cut and thrust
of debate. But, at other times, it can damage teams and dramatically lower morale.
When it comes to putting your conflict resolution skills into practice, there are ten steps you need to follow.
Step one is to be aware of conflict
Keep your eyes and ears open for any early signs of conflict. Don’t turn a blind eye to symptoms of hidden
conflict. Ignoring it may be an easy option initially, but in most cases it will backfire.
Step two is to set the scene
Make sure people understand that the issue may be a mutual problem best resolved through discussion and
negotiation. Discourage fight-­‐or-­‐flight, passive or aggressive behaviours. Encourage assertiveness.
The third step is to gather information
Take time to find out what has happened, who is involved, how people are feeling, and what the issues are.
Avoid being pulled into the middle of the argument and taking sides. Practice empathetic listening.
The fourth step is to identify the root cause of the problem
Try to understand why team members are arguing with each other, whether there is a deeper personality
conflict or whether one member is being stubborn. Is the root cause a behaviour or a situation?
The fifth step is to brainstorm solutions.
Try to make this as fair and balanced as possible – everybody should feel they've been involved in the
discussion. Avoid dictating a resolution. Point out the importance of agreeing to disagree on certain issues.
Step six is to agree on the way forward.
At this stage, the conflict might already be resolved if both sides understand one another’s positions.
Step seven is to remind team members to forgive
Once your team has resolved a conflict, remind people to forgive one another for any hurt feelings or
damaged egos. Point out that forgiveness is not a sign of weakness or of a propensity to "give in."
Step eight is to Implement what has been agreed
It is important to ensure that everyone is clear about what has been decided and takes personal responsibility
for any actions that have been agreed.
Step nine is to evaluate how things are going
Don’t assume that the issue has been finally resolved. Continue to keep an eye on the situation and evaluate
how well the solution is working. If the problem reappears it may be necessary to take further action.
Step ten is to consider preventative strategies for the future
Think about the lessons that can be learned from the conflict and the way it was handled. What could be done
better next time?
Conflict can be damaging and stressful if it's not handled correctly. But learning how to manage different
opinions and positions can help everybody grow