Definition: Conflict management is a process in which conflicts between different parties are identified, dealt with and resolved in a constructive and productive way.
It comprises various approaches, including negotiation, Mediationmediation and the use of conflict resolution techniques.
Conflict management is an important skill for managers and ensures a healthy working environment.
Why conflict management?
Conflicts are a normal part of human interaction.
They can occur in the family, at work, at school or in other social groups.
However, conflicts can also have negative consequences, e.g:
- Disturbed communication: Conflicts can lead to impaired communication between the conflicting parties.
- Loss of trust: Conflicts can damage the trust between the conflicting parties.
- Stress and load: Conflicts can cause stress and strain for those involved.
- Bullying and violence: In some cases, conflicts can lead to bullying or violence.
Conflict management can help to avoid these negative consequences and resolve conflicts constructively.
Goals of conflict management:
The objectives of conflict management are defined individually between the conflict parties and the conflict manager.
Frequent destinations are:
- Improve understanding: The parties to the conflict should understand each other better and be able to perceive each other's perspectives.
- Improve communication: Communication between the conflicting parties should be improved so that they can talk to each other openly and constructively.
- Find a solution: The parties to the conflict should find a joint solution that is acceptable to all.
- Strengthen conflict management skills: The parties to the conflict should learn to manage conflicts more effectively in the future.
Types of conflict management:
There are different types of conflict management that can be used depending on the situation and the severity of the conflict.
- Negotiation: The parties to the conflict negotiate directly with each other in order to find a solution.
- Mediation: A neutral mediator helps the conflicting parties to communicate with each other and find a solution.
- Arbitration: A conciliator makes a binding decision for the parties to the conflict.
- Conflict resolution techniques: There are various conflict resolution techniques, e.g. active listening, I-messages and de-escalation techniques.
Phases of conflict management:
Conflict management can be divided into different phases:
- Conflict identification: The conflict parties recognize that there is a conflict.
- Conflict analysis: The parties to the conflict analyze the causes and the course of the conflict.
- Conflict management: The parties to the conflict work through the conflict using a suitable procedure.
- Conflict resolution: The parties to the conflict find a joint solution.
- Follow-up: The conflict parties reflect on the conflict and learn from their experiences.
Conflict management in the company:
Conflict management is particularly important in companies, as conflicts can lead to an impairment of productivity and the working atmosphere.
Companies can take various measures to avoid and resolve conflicts, e.g:
- Training on the subject of conflict management: Employees should learn to deal with conflicts constructively.
- Creation of an open communication culture: Employees should dare to speak their mind and address conflicts openly.
- Establishment of a conflict management system: Companies should define a procedure for dealing with conflicts.
Conflict management is an important skill that can be helpful in all areas of life.
By applying conflict management techniques, conflicts can be resolved constructively and negative consequences avoided.
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