According to the National School Boards Association and The Foundation Coalition, conflict management is the process by which individuals can deescalate and resolve differences that occur when two parties have opposing ideas, goals, values or beliefs. Understanding the different ways in which people communicate and respond to conflict is essential to successful conflict management. While not all conflicts can be resolved, tools such as active listening, collaboration and consensus building can help deescalate disagreements that may grow into destructive or intractable conflicts.
Step 1
Learn to identify the signs of conflict. According to the NSBA, there are a variety of behaviors that signal the beginning of conflict. Perhaps the clearest sign is the presence of poor communication, resentments and mistrust between two parties. One party may feel that the other party has more power or control over the situation, and both parties are likely to feel a strong sense of anxiety or fear about the issues at hand. Both parties will have a desire to have their needs met, and as conflict escalates, open disagreement usually occurs, often accompanied by a lack of progress or constructive interactions.
Step 2
Find a quiet location to talk, try to stay calm and avoid behaviors that create destructive conflict, such as yelling, blaming or violence. According to both the NSBA and The Foundation Coalition, it is critical to avoid destructive behaviors in the beginning stages of conflict management. As a result, experts from these two organizations highlight the need for rapid interventions. Parties should try to stay clam, and communicate their needs respectfully. If a conflict becomes highly polarized or violent, the process for management and resolution is often more difficult.
Step 3
Seek help from a third party who can mediate and resolve the conflict. A mediator can help parties apply principles for constructive conflict management, such as active listening and collaboration. The NSBA notes that constructive conflict management functions to quickly identify the key problems and differences between parties. By introducing a structured manner in which both parties can communicate authentically, constructive conflict allows both parties to understand the other's point of view. Fears and anxieties are eased as both sides develop a deeper understanding of each other, and this open communication can then lead to a collaboration towards workable solutions.
Step 4
Record and document conversations, and note possible areas for collaboration and compromise. Create written agreements and goals for improved communication. Both the NSBA and The Foundation Coalition suggest that constructive conflict management will lead towards improved communication and collaboration. While parties may not receive their ideal outcome, the two parties may find a solution that meets the needs of both sides. This process leaves both sides with a deeper understanding of the issues, and often builds a foundation from which they can avoid future conflict by maintaining open lines of communication. By keeping written records of the agreements, the two parties can track and assess their long-term outcomes.
