questions about problem solving skills in conflict situations

Full Guide to Conflict Resolution (Skills, Examples & Process)

Conflict is an unavoidable (and sometimes healthy) part of life. Reasonable amounts of conflict can help us learn and consider things from others’ points of view. 

In the workplace, however, conflict can disrupt your routine, cause stress, and create an overall toxic work environment. 

As such, conflict resolution skills are an invaluable asset no matter what your profession is. 

After all, every employer wants someone who knows their way around conflict and can facilitate a friendly and collaborative work environment. 

This begs the question - what kind of conflict resolution skills do recruiters want to see and how can you make them stand out on your resume? 

This is exactly what this article is here for! We’ve put together everything you need to know about conflict resolution, including: 

Why Do Conflict Resolution Skills Matter?

10 conflict resolution skills and examples, 8 steps for resolving conflict successfully, how to add your conflict resolution skills to your resume.

Let’s dive in!

What Is Conflict Resolution?

• Conflict resolution is the process, methods, and set of skills necessary to effectively resolve conflicts between two or more individuals. 

The ability to resolve conflict is beneficial in all areas of life, but especially so at work. That's because, whether you work in an office, remotely, or on the field, you’re bound to face work-related conflict to some extent. 

About 85% of employees experience some kind of conflict in the workplace. And, according to a CIPD report, conflict typically happens for one of the following reasons: 

• Differences in personality or working styles
• Individual competence or performance
• Level of support or resources

Knowing how to overcome any such conflicts can be a huge asset both during your job hunt and in your career. Just to give you an idea, conflict management was the most in-demand soft skill among businesses hiring in 2019. 

But what is it exactly that makes conflict resolution skills so sought after? 

No matter the scale of the conflict or your level of involvement, possessing the skills to resolve it can come with a heap of benefits. 

Here are some of the most noteworthy ones: 

• Improved productivity. A well-functioning, friendly work environment allows employees to cooperate with each other and work more productively. Conflict in the workplace, on the other hand, leads to stress, anxiety, and a drop in motivation and productivity, according to the CIPD.
• Better work environment. Conflict resolution skills can significantly reduce miscommunications and disagreements among coworkers, and thus make the workplace a much nicer and more pleasant environment to work in.
• Professional growth. Conflict resolution skills are among the most popular transferable skills out there, which means they come in handy for many jobs across several industries. As such, having strong conflict resolution skills can help give your career a significant boost.
• Good customer relationships. In customer-facing roles , conflict can often occur between employees and customers. In such cases, conflict resolution skills can really save the day.
• Saved company time and money. US employees spend around 2.8 hours each week involved in a conflict. This amounts to around $359 billion in hours paid, according to CPP, Inc. In a workplace with minimal conflict, though, employees can use that time to work, in turn saving the company time and money.

Now that we covered the basics, let us break down the most impactful conflict resolution skills that could give your resume and career a serious boost, starting with:

#1.  Communication

Communication is among the most important conflict resolution skills out there. 

It involves being able to listen attentively to what other people have to say, as well as expressing your own thoughts and opinions clearly. Many times, a good communicator is also someone who will catch on to non-verbal cues or who is able to persuade people to try and resolve a conflict. 

In a nutshell, communication skills can make or break the conflict resolution process. 

For example, think about how important communication skills are to an HR manager trying to resolve a conflict between two coworkers. They need to be able to persuade both sides to sit down and talk, listen attentively to understand the conflict, express their thoughts in an open and non-judgemental manner, and facilitate a discussion between the two parties. 

Communication is a multi-faceted skill that consists of the following: 

• Oral and written communication
• Non-verbal communication
• Active Listening
• Presentation
• Public speaking
• Negotiation

#2. Emotional Intelligence 

Emotional intelligence is being aware of, controlling, and expressing one’s emotions, as well as handling interpersonal relations justly and empathetically. 

When it comes to resolving conflict, emotional intelligence goes a long way in putting yourself in the other person’s shoes or understanding each side’s perspective. 

Let’s say, for example, that you got into a conflict with a coworker because they didn’t manage to meet a deadline, thus bottlenecking the entire team’s workflow. 

If you’re a highly emotionally intelligent person, you will be able to put yourself in your coworker’s shoes—maybe they had a very good reason for not meeting the deadline. The task could’ve been harder than initially estimated, there might have been some unexpected issues, or maybe the coworker had some personal problems that got in the way.

Viewing the problem from the other person’s shoes will allow you to focus on finding a solution to the problem at hand instead of just blaming them. By adopting such a neutral approach, you’re a lot more likely to avoid conflict at work, establish good relations with your coworkers, and get things done better and faster. 

Some skills associated with emotional intelligence include: 

• Interpersonal skills

#3. Leadership

People in leadership positions are often required to resolve conflict. After all, leadership involves being able to manage and inspire others, which in itself means ensuring that your team members are getting along and collaborating effectively. 

That said, leadership skills are not only for dedicated leadership roles. 

For example, you may be working in a team and still be able to manage and inspire your teammates in such a way they see you as a “team leader.” In such cases, you will also be able to resolve conflict more effectively than others, as leaders are typically emotionally intelligent, great communicators, and natural-born influencers. 

Here are some other soft skills related to leadership:

• Relationship-building
• Strategic thinking

#4. Teamwork

Teamwork involves working well with other individuals, addressing problems collectively, and putting the group’s needs ahead of personal goals. 

As such, you can probably imagine why teamwork skills are important when it comes to conflict resolution. If you don’t think as a team member, you won’t be able to collaborate with others and put your differences aside to reach a common goal. 

Similarly, if you’re personally involved in the conflict, having teamwork skills is what can differentiate whether you’ll be able to sit down and resolve the conflict or act selfishly and escalate it. 

Teamwork comes in especially handy in arbitrary conflicts, where it doesn’t matter who “wins” but how fast and effectively the issue can be resolved. 

Some teamwork-related soft skills are:

• Collaboration

#5. Patience

Patience is the ability to tolerate waiting, delay, frustration, or any other negative emotion or circumstance, without getting agitated or upset. It goes without saying that if you want to resolve a conflict successfully, you’ve got to be patient. 

This applies both to whether you’re a third party trying to resolve a conflict or if you’re part of the conflict itself. 

In the first case, you’ve got to have patience during the entire mediation process, considering that things may get heated or that the parties in conflict may need to take some time to reach an understanding and overcome the conflict. 

In the second case, you’ve got to be patient enough to hear the other party, sit through the conflict resolution process, accept opinions and advice you may not necessarily agree with, and even go through a reconciliation process, depending on the severity of the conflict. 

#6. Compromise

A compromise is an agreement or a settlement of a dispute in a way that both sides make concessions. It's almost impossible to settle a conflict without making at least some sort of concession, which makes the ability to compromise vital if you want to find a solution.

Compromise involves both coming up with such settlements and being able to accept them if you’ve been involved in the conflict yourself. 

Take, for example, two classmates who need to work together on a project but can’t agree on the topic, because each of them wants something different. The teacher may decide to assign the topic themself so they won’t have to disagree over it - in this case, each student will compromise their own choice to avoid conflict. 

Alternatively, the teacher may suggest they simply team up with other people and keep the topics they liked in the first place. This is also a compromise that can de-escalate the conflict between the two students. 

#7. Assertiveness

Assertiveness is the middle ground between aggressiveness and apathy. Meaning, someone who is assertive is someone who stands up for what’s right in a positive way, instead of getting angry or being passive in the face of injustice. 

In a conflict, assertiveness means that you can communicate with others without upsetting them or yourself. This is exactly what makes it one of the most important conflict resolution skills. 

To give you an example of assertiveness as a conflict resolution skill, think of a supervisor who decides to facilitate a meeting between two employees who have argued and are not on speaking terms.

Some other examples of assertive behavior include: 

• Being able to admit mistakes and apologize
• Not feeling entitled or superior to others
• Expressing appreciation toward others

#8. Problem-Solving 

Problem-solving is the ability to identify problems, find what’s causing them, and come up with a good solution. 

Problem-solving and conflict resolution go hand in hand. A problem solver is someone who, instead of wasting time being angry or irritated when faced with conflict, will focus on understanding the problem and solving it in a way that benefits everyone involved.

For example, if you’re a team leader whose team is facing a productivity issue, you may need to redefine the roles of two team members who don’t like each other to avoid conflict between the two. 

Some skills associated with problem-solving skills include: 

• Analytical skills
• Research skills
• Critical thinking
• Decision-making

#9. Creativity

Oftentimes, you have to think outside the box to resolve a conflict. 

This is exactly where creativity comes in. In a nutshell, creativity is the ability to view situations and approach tasks and challenges inventively. 

Creative skills may be what makes the difference between an OK and a great solution to a conflict.

A restaurant server who’s facing a conflict with a customer, for example, may find more creative ways to solve the disagreement than simply calling the manager, such as offering them a complimentary drink or getting the entire table dessert at the end of their meal. 

As with most soft skills, creativity is made up of different skills, such as: 

• Imagination
• Open-mindedness
• Experimentation

#10. Management

Management is being able to manage people (including yourself), situations, resources, and even processes. And, of course, to be able to master conflict resolution, you need to be able to do all of these things. 

Although management skills are typically associated with management positions, that’s not actually the case. Any professional can benefit from strong management skills, especially when it comes to successfully resolving workplace conflict. 

For example, if the HR manager at your company is mediating a conflict between you and a coworker, the stronger your management skills, the better you’ll be able to handle yourself and the process. Similarly, if you’re the one mediating a conflict, you’ll need strong management skills to manage those involved, their reactions, and the resources at your disposal to solve it. 

Some management skills include: 

• People management
• Project management
• Time management
• Risk management

5 Healthy and Unhealthy Ways of Responding to Conflict

Several things can factor into the way we respond to conflict, including our upbringing, our core values, and our previous experiences. 

Take, for example, two adults. The first grew up in an inclusive, open environment, while the second grew up in an eruptive and violent environment. As you can imagine, the person in the first example is much more likely to respond to conflict in a healthy way than the person in the second. 

The same applies to people with, say, different values; a person who believes in cooperation and understanding will most probably seek to resolve conflict, whereas someone who’s more on the selfish side might cling to it longer. 

But what exactly consists of healthy and unhealthy ways of responding to conflict? Let us give you some examples:  

• Lack of empathy or inability to recognize the other person’s feelings and respond to the thighs that matter to them. 
• Anger , resentment, or explosive reactions.
• Apathy or withdrawing love, which leads to rejection, isolation, and shaming. 
• Inability to compromise and see the other person’s perspective. 
• Fear or avoidance due to associating conflict with a bad experience or expecting a bad outcome. 
• Empathy and understanding of the other person’s viewpoint. 
• Calm , inclusive, and non-defensive reactions and words. 
• A “forgive-and-forget” attitude and the readiness to move past a conflict without holding any grudges. 
• Seeking compromise and not acting out of spite or with intent to punish. 
• Desire to face conflict as soon as possible so that both sides can move on. 

The more you practice conflict resolution, the better you can get at it. That said, there are some do’s and don’ts you can learn about conflict resolution that’ll help you get better at this skill.

Below, we’ll cover the 8 steps you can take in order to resolve any conflict:

#1. Keep your calm

Before you engage in a conflict resolution process, you’ve got to make sure you’re calm and clear-headed. 

After all, the people involved in the conflict likely already feel angry, impatient, or judgemental toward each other, while your job as a mediator is to eliminate negativity as much as possible. 

This, however, may be hard to do if you yourself are not calm. The conflict resolution process may be even harder if you’ve been involved in the conflict yourself and want to solve it, but you’re not able to keep your calm.

As such, you can try taking several deep breaths before beginning the conflict resolution process, relaxing your body and dropping your shoulders, or doing whatever works best for calming you down. 

#2. Set a time and place for discussion

Conflict resolution can be a strenuous and time-consuming process for those involved, and can also get very distracting for those who aren’t involved but may happen to witness it. 

So, it’s important to find an appropriate time and place for the conflict resolution process to take place. Here are some things to keep in mind: 

• Conflict resolution takes time. For this reason, you should make sure that everyone involved has enough time and won’t have to leave for another appointment halfway through the process. 
• The environment matters. For starters, the place should be private from the eyes of outsiders. Additionally, you should make sure that all participants feel comfortable in the agreed-upon location by choosing a neutral place. That way, you don’t run the risk of one side feeling superior or vulnerable. 
• Conflict resolution can get tiring. Consider having water or snacks available to ease up the process. 

#3. Define the conflict or issue 

The first step to finding a solution to a problem is accepting there is a problem in the first place. 

Only once all the parties have accepted this, can the conflict resolution process begin. 

The first step here is to clearly define the issue at hand and not let it escalate into unrelated conflicts. After all, it’s not uncommon for conflict to escalate to a point where no one knows what they’re even fighting about anymore. 

Some things you can do to define the conflict successfully are:

• Begin the process by sharing your own take on what’s causing the conflict 
• Ask all the people involved to share their own experience 
• Try to keep the discussion to one main point at a time 
• Take every perspective into consideration
• Consider how each person is contributing to the problem
• List any past, unsuccessful attempts to resolve the issue (if it’s a persisting issue) 

If you’re personally involved in the conflict, try to use “I” statements as much as possible (e.g. “I feel like my efforts always go unnoticed” versus “you always ignore my hard work.” That way, you’re more likely to create a space where everyone can voice their opinions.

#4. Note down possible conflict triggers

Sometimes, it’s external factors that trigger people into conflict. 

Such factors typically include:

• Personal issues

Openly discussing what may have triggered other parties into conflict can increase the empathy of all those involved, as well as make it easier to anticipate and avoid similar conflicts in the future. 

#5. Brainstorm and list possible solutions

Pick everyone’s brain on how you can go about solving the conflict. 

One of the most common issues of conflict resolution is pushing one solution and not keeping an open mind to alternative options. Brainstorming different ideas and possibilities, on the other hand, can help all parties reach a compromise or an agreement that’s beneficial to everyone involved. 

Once you’ve brainstormed and discussed different solutions to the conflict, note down the best ones or the most achievable ones. 

#6. Agree on a single plan

In many cases, the “solution” to a conflict may be to simply acknowledge both sides were wrong, agree to disagree, apologize, or move on. 

In other cases, though, you may actually need to come up with and agree on an action plan to make sure the conflict never repeats again. For example, if two team members feel like the project leader doesn’t take their ideas into consideration, the plan may be to have weekly meetings where every member is given five minutes to express their insights and thoughts. 

In such cases, before ending the conflict resolution process, make sure to clearly define the necessary actions and steps for every person involved. 

#7. Check-in to discuss progress

Following through is an essential part of conflict resolution. 

After all, even if the conflict resolution meeting goes well, there is still a chance that people won't follow through with the plan or repeat the same patterns after a while.

As such, make sure to agree on a time in the future (not too soon after the initial meeting) to check in with everyone, see how they’re feeling, and ensure there is actual progress.  

#8. Involve a third party 

Now, despite all the best intentions, there is still a chance that the conflict resolution process won’t work (or that it may require many more meetings and mediation, depending on the scale and severity of the issue). 

If that happens, the best course of action is to involve a third party to help out. In most cases, the team lead or HR manager is the right person for this.

Anyone can claim they have conflict resolution skills. It’s being able to prove them in your resume that will help you stand out from the competition. 

Below, we’ll cover the entire process of adding your conflict resolution skills to your resume effectively, step-by-step.

Before you read further, though, pick one of our resume templates and fill it in as you go!

#1. List Them Under Your Skills Section

The most obvious place to list your conflict resolution skills is under your skills section. 

Although this part is fairly straightforward, there are some things you want to keep in mind. 

For starters, you shouldn’t just mention every conflict resolution skill we covered in this article and call it a day. Instead, you want to make sure that you add conflict resolution skills that are relevant to the position you’re applying for. 

Here is just how you can do that: 

• Check the job description. In 99% of cases, the job description can show you exactly which skills are needed for the position. If you’re applying for a teaching position, for example, the job description may not directly mention “conflict resolution” as a skill, but a bunch of other skills related to it, such as excellent communication and interpersonal skills, creativity, and leadership. 
• Identify the skills you possess. Now think about the skills that you can back up with your previous work experience. Only list conflict resolution skills that you possess and that you can prove you possess on your resume. 
• Add them under your soft skills. Then, add those skills under your resume’s soft skills section. 

Here’s an example of how conflict resolution skills look on a resume’s skills section:

#2. Mention Them In Your Resume Summary

Secondly, you should mention your conflict resolution skills in your resume summary . 

In a nutshell, the resume summary is a short paragraph that usually mentions:

• Your professional title and years of experience
• Your top skills (up to three)
• Your most noteworthy achievements 

Done right, your resume summary should convey you’re a great candidate from the get-go and get the hiring manager to go through the rest of your resume in more detail. 

Here’s an example of a resume summary that highlights the applicant’s conflict resolution skills: 

A dedicated customer support representative with over five years of experience helping customers and solving their problems. Excellent communication and conflict resolution skills, with over 95% customer approval rating to prove it. Looking to leverage my skills to help Company X provide quality customer service. 

#3. Back Them Up With Your Work Experience 

Last but not least, you should use your work experience section to back up all the conflict resolution skills you’ve mentioned with facts. 

This is exactly what makes this section the most important part of your resume. 

Done right, it will prove to the hiring manager that you’re exactly who they’re looking for.

Here’s just how you can do that:

• Focus on your achievements instead of your responsibilities. Instead of mentioning things the hiring manager already knows (i.e. your responsibilities), aim to show how you made an impact with your achievements instead. So, when you’ve pinned down the conflict resolution skills to include in your resume, write down some achievements from your previous roles to prove them. 
• Make your achievements quantifiable. To really impress recruiters, you want to make your achievements as quantifiable as possible. After all, nothing says “real” more than a data-backed claim. For example, “hit and exceeded department’s KPIs by 20% for four months in a row” sounds better than “increased sales.” 
• Take advantage of action verbs and power words. This article lists the best action verbs and power words you can use to give your resume some color and make your achievements sound even more impressive. 

And here are some great examples of how you can describe your conflict resolution skills in your resume’s work experience section:

• Won an American Business Award for Achievement in Diversity and Inclusion for creating a checks and balances system that decreased employee complaints and conflicts by 15% in only three months. 
• Managed cross-department teams of 20 people without any hiccups, never missing a deadline, and in the end, exceeding the company’s KPIs by 14%.

Interview Questions on Conflict Resolution Skills - Sample Answers

Once you’ve worked on your resume, the next step in your job search process is to ace the job interview.

If the job you’re applying for involves customer support or management, there’s a very good chance that the interviewer will ask you detailed questions about your conflict resolution skills.

In this section, we’ll teach you just how you can answer them! 

The first thing you need to know is that the interviewer will most probably inquire about your conflict resolution skills through a behavioral interview question . 

Behavioral interview questions are types of questions where the interviewer asks you about how you acted in a specific situation.

So instead of a question like:

“What’s your greatest strength?”

They’re going to ask:

“What’s your greatest strength, and give us an example of a time you applied it in the workplace.”

Some other examples of common behavioral questions are: 

• Tell us about a time when you solved a problem at your job that wasn’t part of your job description.
• Have you ever had to work under someone who wasn’t very good at communicating? What happened?

Now, behavioral interview questions can seem trickier to answer than conventional interview questions. 

After all, anyone can answer a question like “ what’s your greatest accomplishment? ” 

Coming up with a concrete example that demonstrates how you went above and beyond to complete a work task on the spot, though, can be considerably more challenging. 

Well, it doesn’t have to be!

Lucky for you, there’s an easy way to answer behavioral interview questions called the STAR method . Here’s what STAR stands for: 

S - Situation. Describe in what situation the event took place.

T - Task. Talk about the task at hand or your responsibilities. 

A - Action. Describe the steps you took to address the issue/complete the task.

R - Results. Mention the results of your actions. 

Master the STAR method , and you’ll be able to answer any conflict resolution-related job interview question that the HR manager throws at you!

Let’s say, for example, that the interviewer asks the following question: 

“Have you ever faced conflict or disagreement with a coworker? What happened and how did you resolve it?”

Here’s how you’d answer it using the STAR method: 

Situation. “During my internship at Company X, my team and I were supposed to work together and brainstorm new talent-sourcing ideas for a client. The client was a large supermarket chain located in a very rural area, so they were struggling to source new talent.”

Task. “Basically, our task was to meet on a daily basis, brainstorm, and finally settle on three ideas. After a couple of meetings, we did have a few ideas, but none of them were really satisfactory. Meanwhile, the management wanted something they could confidently present to the client.

At this point, some of my teammates basically said “well, here are our ideas, we don’t have anything else!”. Another teammate and I, however, wanted to work on it a bit more and come up with something that WOULD work.

There was a lot of back and forth from there, the tensions were high, and the team kept shutting down all the ideas we were proposing. The deadline was super close and we had to figure out a way to move forward.”

Action. “So, I gave it some thought and realized that we’d be in a deadlock forever if we continued like this. They wouldn’t agree with our approach and we wouldn’t agree with theirs. So, we decided to bring in an unbiased third party who didn't have any emotional investment here.

We then conducted a longer meeting without any time restraints and went through each idea one by one, while the third party acted as a sort of mediator. When someone pitched something, they also had to back it up with as many facts as possible, otherwise, it wouldn’t count.”

Results. “This really helped bring something new to the table. The “mediator” helped sort through all the bad ideas, as well as infused the team with new energy, and kept tensions on the low.

We eventually came up with completely original ideas that we all agreed upon. We finished the meeting in approximately two hours and the management had three awesome ideas they could pitch to the client. The client did implement one of the ideas, which eventually resulted in three new hires.”

Simple, right?

And just to make sure you’ve really got how the STAR method works, let’s cover another example. 

Let’s say that the interviewer asks something like this:

“How do you handle angry or irritated customers? Give me an example.”

Here’s how you’d answer with the STAR method:

Situation. “Working in customer support, you really get to talk with many different kinds of people. I remember I had one angry customer that called the helpdesk once to complain. He kept repeating that the product he bought was faulty and demanded I resolve the situation then and there.”

Task. “Customers calling for refunds happen all the time, but this one was different as he just kept shouting over the phone the whole time. I had to get him to calm down if I wanted the call to go anywhere.”

Action. “Fortunately, I had experience dealing with loud customers and knew the first thing I had to do was listen to his story. Halfway through telling his story, he calmed down once he realized I was trying to help. He explained that the product was supposed to be a gift, and that’s why he was so frustrated. Then, I offered 2 solutions: a refund or a replacement for his product with express delivery.”

Results. “The customer opted for the replacement option. I called him back once they received the order just to check in if he was happy with the product. He turned out to be happy both with the product and our service, and thanked me for the help.”

Key Takeaways

And that’s a wrap on conflict resolution skills! 

Before you go and put everything we just told you to practice, let’s go over the main points covered in this article: 

• At work, conflict resolution skills are essential because they improve employees’ productivity, ensure the work environment is enjoyable for everyone, and save the company money and time. 
• Some important conflict-resolution skills include communication, creativity, assertiveness, compromise, and leadership. 
• Some healthy ways to respond to a conflict are showing empathy, keeping your calm, wanting to resolve the conflict, and following a “forgive and forget” attitude. 
• To successfully resolve conflict, make sure to properly define the issue at hand, outline possible conflict triggers, brainstorm possible solutions, agree on a single plan, and follow up to see if everyone involved is following through. 
• To make conflict resolution skills pop, add them in the skills section, sprinkle them in your resume summary, and back them up with your work experience section.

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Improving emotional intelligence (eq), anger management: help for anger issues.

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What is conflict?

Causes of conflict in a relationship, how do you respond to conflict, conflict resolution, stress, and emotions, core skill 1: quick stress relief, core skill 2: emotional awareness, nonverbal communication and conflict resolution, more tips for managing and resolving conflict, conflict resolution skills.

Whatever the cause of disagreements and disputes at home or work, these skills can help you resolve conflict in a constructive way and keep your relationships strong and growing.

Conflict is a normal part of any healthy relationship. After all, two people can’t be expected to agree on everything, all the time. The key is not to fear or try to avoid conflict but to learn how to resolve it in a healthy way.

When conflict is mismanaged, it can cause great harm to a relationship, but when handled in a respectful, positive way, conflict provides an opportunity to strengthen the bond between two people. Whether you’re experiencing conflict at home, work, or school, learning these skills can help you resolve differences in a healthy way and build stronger, more rewarding relationships.

Conflict 101

• A conflict is more than just a disagreement. It is a situation in which one or both parties perceive a threat (whether or not the threat is real).
• Conflicts continue to fester when ignored. Because conflicts involve perceived threats to our well-being and survival, they stay with us until we face and resolve them.
• We respond to conflicts based on our perceptions of the situation, not necessarily to an objective review of the facts. Our perceptions are influenced by our life experiences, culture, values, and beliefs.
• Conflicts trigger strong emotions. If you aren’t comfortable with your emotions or able to manage them in times of stress, you won’t be able to resolve conflict successfully.
• Conflicts are an opportunity for growth. When you’re able to resolve conflict in a relationship, it builds trust. You can feel secure knowing your relationship can survive challenges and disagreements.

Conflict arises from differences, both large and small. It occurs whenever people disagree over their values, motivations, perceptions, ideas, or desires. Sometimes these differences appear trivial, but when a conflict triggers strong feelings, a deep personal need is often at the core of the problem. These needs can range from the need to feel safe and secure or respected and valued, to the need for greater closeness and intimacy.

Think about the opposing needs of a toddler and a parent. The child’s need is to explore, so venturing to the street or the cliff edge meets that need. But the parent’s need is to protect the child’s safety, a need that can only be met by limiting the toddler’s exploration. Since these needs are at odds, conflict arises.

The needs of each party play an important role in the long-term success of a relationship. Each deserves respect and consideration. In personal relationships, a lack of understanding about differing needs can result in distance, arguments, and break-ups. In the workplace, differing needs can result in broken deals, decreased profits, and lost jobs.

[Read: Tips for Building a Healthy Relationship]

When you can recognize conflicting needs and are willing to examine them with compassion and understanding, it can lead to creative problem solving, team building, and stronger relationships.

Speak to a Licensed Therapist

BetterHelp is an online therapy service that matches you to licensed, accredited therapists who can help with depression, anxiety, relationships, and more. Take the assessment and get matched with a therapist in as little as 48 hours.

Do you fear conflict or avoid it at all costs? If your perception of conflict comes from painful memories from early childhood or previous unhealthy relationships, you may expect all disagreements to end badly. You may view conflict as demoralizing, humiliating, or something to fear. If your early life experiences left you feeling powerless or out of control, conflict may even be traumatizing for you.

If you’re afraid of conflict, it can become a self-fulfilling prophecy. When you enter a conflict situation already feeling threatened, it’s tough to deal with the problem at hand in a healthy way. Instead, you’re more likely to either shut down or blow up in anger.

Healthy and unhealthy ways of managing and resolving conflict

Conflict triggers strong emotions and can lead to hurt feelings, disappointment, and discomfort. When handled in an unhealthy manner, it can cause irreparable rifts, resentments, and break-ups. But when conflict is resolved in a healthy way, it increases your understanding of the other person, builds trust, and strengthens your relationships.

If you are out of touch with your feelings or so stressed that you can only pay attention to a limited number of emotions, you won’t be able to understand your own needs. This will make it hard to communicate with others and establish what’s really troubling you. For example, couples often argue about petty differences—the way she hangs the towels, the way he slurps his soup—rather than what is  really bothering them.

The ability to successfully resolve conflict depends on your ability to:

• Manage stress quickly while remaining alert and calm. By staying calm, you can accurately read and interpret verbal and nonverbal communication.
• Control your emotions and behavior. When you’re in control of your emotions, you can communicate your needs without threatening, intimidating, or punishing others.
• Pay attention to the  feelings being expressed as well as the spoken words of others.
• Be aware of and respect differences. By avoiding disrespectful words and actions, you can almost always resolve a problem faster.

To successfully resolve a conflict, you need to learn and practice two core skills:

• Quick stress relief: the ability to quickly relieve stress in the moment.
• Emotional awareness: the ability to remain comfortable enough with your emotions to react in constructive ways, even in the midst of a perceived attack.

Being able to manage and relieve stress in the moment is the key to staying balanced, focused, and in control, no matter what challenges you face. If you don’t know how to stay centered and in control of yourself, you will become overwhelmed in conflict situations and unable to respond in healthy ways.

Psychologist Connie Lillas uses a driving analogy to describe the three most common ways people respond when they’re overwhelmed by stress:

Foot on the gas. An angry or agitated stress response. You’re heated, keyed up, overly emotional, and unable to sit still.

Foot on the brake. A withdrawn or depressed stress response. You shut down, space out, and show very little energy or emotion.

Foot on both gas and brake. A tense and frozen stress response. You “freeze” under pressure and can’t do anything. You look paralyzed, but under the surface you’re extremely agitated.

How stress affects conflict resolution

Stress interferes with the ability to resolve conflict by limiting your ability to:

• Accurately read another person’s body language .
• Hear what someone is really saying.
• Be aware of your own feelings.
• Be in touch with your own, deep-rooted needs.
• Communicate your needs clearly.

Is stress a problem for you?

You may be so used to feeling stressed that you’re not even aware you  are stressed. Stress may pose a problem in your life if you identify with the following:

• You often feel tense or tight somewhere in your body.
• You’re not aware of movement in your chest or stomach when you breathe.
• Conflict absorbs your time and attention.

Learn how to manage stress in the moment

One of the most reliable ways to rapidly reduce stress is by engaging one or more of your senses—sight, sound, taste, smell, touch—or through movement. You could squeeze a stress ball, smell a relaxing scent, taste a soothing cup of tea, or look at a treasured photograph. We all tend to respond differently to sensory input, often depending on how we respond to stress, so take some time to find things that are soothing to you. Read: Quick Stress Relief .

Emotional awareness is the key to understanding yourself and others. If you don’t know how or why you feel a certain way, you won’t be able to communicate effectively or resolve disagreements.

[Read: Improving Emotional Intelligence]

Although knowing your own feelings may sound simple, many people ignore or try to sedate strong emotions like anger, sadness, and fear. Your ability to handle conflict, however, depends on being connected to these feelings. If you’re afraid of strong emotions or if you insist on finding solutions that are strictly rational, your ability to face and resolve differences will be limited.

Why emotional awareness is a key factor in resolving conflict

Emotional awareness—the consciousness of your  moment-to-moment emotional experience—and the ability to manage all of your feelings appropriately, is the basis of a communication process that can resolve conflict.

Emotional awareness helps you to:

• Understand what is really troubling other people
• Understand yourself, including what is really troubling you
• Stay motivated until the conflict is resolved
• Communicate clearly and effectively
• Interest and influence others

Assessing your level of emotional awareness

The following quiz helps you assess your level of emotional awareness. Answer the following questions with:  almost never, occasionally, often, very often, or  almost always . There are no right or wrong responses, only the opportunity to become better acquainted with your emotional responses.

What kind of relationship do you have with your emotions?

• Do you experience feelings that flow, encountering one emotion after another as your experiences change from moment to moment?
• Are your emotions accompanied by physical sensations that you experience in places like your stomach or chest?
• Do you experience distinct feelings and emotions, such as anger, sadness, fear, and joy, which are evident in different facial expressions?
• Can you experience intense feelings that are strong enough to capture both your own attention and that of others?
• Do you pay attention to your emotions? Do they factor into your decision-making?

If any of these experiences are unfamiliar, your emotions may be “turned” down or even off. In either case, you may need help developing your emotional awareness. You can do this by using Helpguide’s free Emotional Intelligence Toolkit.

When people are in the middle of a conflict, the words they use rarely convey the issues at the heart of the problem. But by paying close attention to the other person’s nonverbal signals or “body language,” such as facial expressions, posture, gestures, and tone of voice, you can better understand what the person is really saying. This will allow you to respond in a way that builds trust, and gets to the root of the problem.

[Read: Nonverbal Communication and Body Language]

Your ability to accurately read another person depends on your own emotional awareness. The more aware you are of your own emotions, the easier it will be for you to pick up on the wordless clues that reveal what others are feeling. Think about what you are transmitting to others during conflict, and if what you say matches your body language. If you say “I’m fine,” but you clench your teeth and look away, then your body is clearly signaling you are anything but “fine.” A calm tone of voice, a reassuring touch, or an interested facial expression can go a long way toward relaxing a tense exchange.

You can ensure that the process of managing and resolving conflict is as positive as possible by sticking to the following guidelines:

Listen for what is felt as well as said. When you really listen, you connect more deeply to your own needs and emotions, and to those of other people. Listening also strengthens, informs, and makes it easier for others to hear you when it’s your turn to speak.

Make conflict resolution the priority rather than winning or “being right.” Maintaining and strengthening the relationship, rather than “winning” the argument, should always be your first priority. Be respectful of the other person and their viewpoint.

Focus on the present. If you’re holding on to grudges based on past conflicts, your ability to see the reality of the current situation will be impaired. Rather than looking to the past and assigning blame, focus on what you can do in the here-and-now to solve the problem.

Pick your battles. Conflicts can be draining, so it’s important to consider whether the issue is really worth your time and energy. Maybe you don’t want to surrender a parking space if you’ve been circling for 15 minutes, but if there are dozens of empty spots, arguing over a single space isn’t worth it.

Be willing to forgive. Resolving conflict is impossible if you’re unwilling or unable to forgive others. Resolution lies in releasing the urge to punish, which can serve only to deplete and drain your life.

Know when to let something go. If you can’t come to an agreement, agree to disagree. It takes two people to keep an argument going. If a conflict is going nowhere, you can choose to disengage and move on.

Using humor in conflict resolution

You can avoid many confrontations and resolve arguments and disagreements by communicating in a humorous way . Humor can help you say things that might otherwise be difficult to express without offending someone. However, it’s important that you laugh with the other person, not at them. When humor and play are used to reduce tension and anger, reframe problems, and put the situation into perspective, the conflict can actually become an opportunity for greater connection and intimacy.

More Information

• CR Kit - Covers causes of conflict, different conflict styles, and fair fighting guidelines to help you positively resolve disagreements. (Conflict Resolution Network)
• 12 Skills Summary - A 12-step conflict resolution training kit. (Conflict Resolution Network)
• Effective Communication - The art of listening in conflict resolution. (University of Maryland)
• 10.3 Causes and Outcomes of Conflict – Organizational Behavior . (n.d.). Retrieved May 25, 2022, from Link
• Başoğul, C., & Özgür, G. (2016). Role of Emotional Intelligence in Conflict Management Strategies of Nurses. Asian Nursing Research , 10(3), 228–233. Link
• Corcoran, Kathleen O’Connell, and Brent Mallinckrodt. “Adult Attachment, Self-Efficacy, Perspective Taking, and Conflict Resolution.” Journal of Counseling & Development 78, no. 4 (2000): 473–83. Link
• Yarnell, Lisa M., and Kristin D. Neff. “Self-Compassion, Interpersonal Conflict Resolutions, and Well-Being.” Self and Identity 12, no. 2 (March 1, 2013): 146–59. Link
• Tucker, Corinna Jenkins, Susan M. Mchale, and Ann C. Crouter. “Conflict Resolution: Links with Adolescents’ Family Relationships and Individual Well-Being.” Journal of Family Issues 24, no. 6 (September 1, 2003): 715–36. Link

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13 Conflict Resolution and Problem Solving

Chapter 13 Check-in:

• Identify Conflict Causes and Effects
• Explore Conflict Approaches Solutions
• Basic Problem Solving Strategy PDCA

Like all communication, good conflict management and resolution requires your time: listen, reflect, and consider all elements of a situation and the people involved.  It is not a simple process and there are some steps to help you navigate the process.  In the end, it is about the relationship.

Frequently considered a negative, conflict can actually be an opportunity for growth in relationship or work.  Your attitude towards the situation and person plays a role in any outcome.  Adam Grant, Professor of Psychology at The Wharton School at the University of Pennsylvania and Saul P. Steinberg Professor of Management, notes that “The absence of conflict is not harmony, it’s apathy.  If you are in a group where people never disagree, the only way that could ever really happen is if the people don’t care enough to speak their minds.” (Grant, February 2021).

However, it is easy to feel at a loss in an immediate conflict situation.  Here are some brief points to consider when faced with more than just a disagreement.

Conflict is emotional: it is much greater than a difference of opinions.  It is usually an expression of not being heard, seen, valued or respected.   It is based on a deeply person need and emotional response, based on perceptions which have identified a threat in any form.  If conflict is ignored, it can fester and result in such entrenched opinions and sides that resolution appears impossible (Segal et al, 2020).

The first step is to determine what the actual problem is as perceived by all parties.  The Conflict Tree analogy is especially useful if you respond well to visuals (O’Connor, 2020).  It is an excellent activity for a group or individual to clarify the effects (branches), core problems (trunk), and even causes of the issue (roots).

Once the actual problem is identified, you can move on to tackling a resolution together.

Approaches to Conflict

There are generally five styles for approaching conflict (Benoliel, 2017) and understanding what they are and what style you lean towards, identifies how you will move through the process.  These categories are determined by whether the focus is on the relationship or the end goal of a task/project.  While these may be more specific to workplace conflicts, they certainly identify personal conflict responses as well.

Collaboration is marked by a balanced focus on the relationship with others and meeting long-term objectives.  A Competition style is marked by individuals who are assertive and probably uncooperative who demonstrate that their priority is the outcome of the project more than the relationships.  Although few people enjoy conflict, the Avoidance style focuses on the the immediate unpleasantness and therefore avoids the issues.  This traditionally marks individuals who are unassertive and uncooperative largely because they assume it is safer to ignore than face an issue.  Sometimes there are individuals who will do anything to please others: this Accommodation approach results in self-sacrifice and is usually the route taken by those who care more about the relationship than the outcome.  Unfortunately, they are frequently taken advantage of in their efforts to please others.  Lastly, there are those who prefer the Compromise strategy. This may seem expedient in the attempt to resolve the problem by aiming for mutually acceptable terms and concessions, it does frequently leaves no one side satisfied even though it allows most to maintain an assertive and cooperative stance.

Strategies for Solutions

Sometimes those involved in conflict turn to an third person for assistance to resolve a conflict.  A mediator can listen to the perspectives of those in the dispute and focuses on helping each side hear the concerns and priorities of the other.  Working with the individuals in conflict, a mediator aims to help them create a solution acceptable to both sides.  Sometimes the third party is an Arbitrator whose role is to hear each side and provide a decision to resolve the dispute.  In some cases the conflict results in the even more formal process of a trial.

There are four key skills you need to approach conflict resolution with or without a third party involved (Segal et al, 2020; Fighting Fair, n.d.).

Conflict can be a very stressful experience and your Stress Management is an essential first step.  When we are stressed, we can’t think clearly, we can’t understand someone else’s thoughts or feelings, and it makes communication very difficult.  Use whatever method works best for you to manage your stress.

Once your stress is managed, it is easier to exert Control over your Emotions.  Recognize the emotions you are experiencing to assist in your processing the experience without having a purely emotional response.

With your stress and emotions recognized and managed, it makes it easier to recognize and pay attention to the feelings you and the other people express  and you can Identify Non-Verbal Communication.   Much is said without words and body language is a good indication of how the other person feels towards the situation.

Respect each other is standard for every communication situation and essential to remember if you are in a position of conflict.  Personal attacks, or drawing on personal knowledge, has no productive part in conflict resolution.

Many resources may explain the benefits of humour, but caution should be used.  Sometimes an emotional situation is not the best time for humour as you can unintentionally be seen to diminish the importance another person places on the experience.

Work together to identify the problem by taking the time to see it from multiple perspectives.  Be clear about the desired results and end goal.  Think about the relationships and long term impacts that any course of action may have on all parties.  It takes commitment to resolve a conflict.

Problem Solving

We covered Reflection and Feedback in Chapter 12 and these are essential steps for effective conflict resolution and problem solving. Even the Trial and Error process of problem solving relies on evaluating the success of an action before moving on to another attempt.

Many different approaches to problem solving exist though the basic core approach can be seen across geographic and language borders.  The PDCA approach – Plan, Do, Check, Act – provides the basic four steps process that can be expanded to suit any profession or experience (Plan, Do, Check, Act, 2021).

Problem solving starts with a clear identification of problem.  Then you need to clarify the desired end result.  The development of a plan can be as short or as long as necessary.  Once you have a plan, you have to implement it: Do.  Check is your opportunity to evaluate the success of your plan and make any amendments necessary.  Finally, Act: put your strategy into practice.  An important point to remember is that the reflection and evaluation should be an ongoing part of the solution you implement.

Chapter 13 Check-out:

• Explore Conflict Approaches and Solutions

Remember your last conflict with another person.  How was it resolved?  How would you like it to have been resolved?  What could you have done to implement that change in result?

How do you usually approach problem solving?  How successful has it been for you? 

What, if anything, would you like to change about how you’ve problem solved in the past?

Resources and References

Benoliel, B. (2017). Five styles of conflict resolution.  Walden University.  [Online]  https://www.waldenu.edu/news-and-events/walden-news/2017/0530-whats-your-conflict-management-style

Fighting Fair to Resolve Conflict. (n.d.).  Counselling and Mental Health Centre. University of Texas at Austin. [Online] https://cmhc.utexas.edu/fightingfair.html

Goleman, D. (April 2012). Daniel Goleman Introduces Emotional Intelligence .  Big Think. [Online] https://www.youtube.com/watch?v=Y7m9eNoB3NU

Grant, A., (February 2021). The Easiest Person to Fool .  The Hidden Brain. NPR Podcast. [Online] https://hidden-brain.simplecast.com/episodes/the-easiest-person-to-fool-f1hbMrGr

Grant, A., (April 2021). The Science of Productive Conflict . TED Podcast. [Online] https://www.ted.com/podcasts/worklife/the-science-of-productive-conflict-transcript

O’Connor, T., (October 2020). 3 Simple Conflict Analysis Tools That Anyone Can Use. [Online] https://medium.com/p/c30689757a0d

Plan Do Check Act: A Simple Problem Solving Methodology. (2021).  Educational-Business-Articles.com [Online] https://www.educational-business-articles.com/plan-do-check-act/

Segal, J., Robinson, L., and Smith, M. (2020). Conflict Resolution Skills. Helpguide.org. [Online] https://www.helpguide.org/articles/relationships-communication/conflict-resolution-skills.htm

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Article • 9 min read

Conflict Resolution

8 ways to resolve conflict in the workplace.

By the Mind Tools Content Team

Where there are people, there is conflict. We each have our values, needs and habits, so it's easy to misunderstand or irritate one another – or worse, to fall into conflict.

Left unchecked, conflict can lead to bad decisions and outright disputes, bullying or harassment. Teamwork breaks down, morale drops, and projects grind to a halt. Organizations feel the hit with wasted talent, high absenteeism, and increased staff turnover.

But conflict can be resolved. What's more, it can bring issues to light, strengthen relationships, and spark innovation – so long as you don't try to ignore it!

In this article, we'll explore different types of conflict, what causes conflict, and how to reach a positive outcome when you find yourself in conflict with a co-worker. (To identify the signs of conflict occurring between other people and to help them overcome their conflict with one another, we recommend our follow-on article, Resolving Team Conflict .)

Conflict Resolution Definition

Generally, workplace conflicts fall into two categories:

• Personality conflict or disagreements between individuals. These clashes are driven and perpetuated by emotions such as anger, stress and frustration.
• Substantive conflict is tangible and task-related, like the decisions leaders make, the performance of a team member, or your company's direction.

If unaddressed, both can spiral into wider conflict between teams, departments or businesses. Conflict resolution can be defined as the process of identifying, addressing, and resolving disagreements or disputes among employees in a professional setting, thereby fostering a positive and productive work environment.

What Causes Conflict at Work?

Some of the most common causes of workplace conflict are:

• Unclear responsibilities . Some team members may feel they do more work than others, or resent those who seem to have fewer responsibilities. Blame and frustration can build due to duplicated work or unfinished tasks.
• Competition for resources . Time, money, materials, equipment, and skillsets are finite resources. Competition for them can lead to conflict.
• Different interests . People may focus on personal or departmental goals over organizational ones. Or be held up and frustrated by others who they rely on to do their jobs effectively.

Read our article on Bell and Hart's Eight Causes of Conflict for more sources of – and solutions to – disputes.

Five Conflict Resolution Strategies

When you find yourself in a conflict situation, these five strategies will help you to resolve disagreements quickly and effectively:

1. Raise the Issue Early

Keeping quiet only lets resentment fester. Equally, speaking with other people first can fuel rumor and misunderstanding.

So, whether you're battling over the thermostat or feel that you're being micromanaged, be direct and talk with the other party. However, if you're afraid of making that approach, or worry that it may make the problem worse, speak with your manager first, or your HR department if the other party is your manager.

Either way, be assertive (not aggressive) and speak openly. This will encourage others to do the same – and you can get to the root cause of a problem before it escalates.

2. Manage Your Emotions

Choose your timing when you talk to someone about the conflict. If you're angry, you may say something you'll regret and inflame the situation. Be careful to avoid playing the blame game .

So stay calm, collect yourself, and ask, "What is it I want to achieve here?", "What are the issues I'm having?" and "What is it that I would like to see?"

See our article Managing Your Emotions at Work for more insight and tips.

3. Show Empathy

When you talk to someone about a conflict, it's natural to want to state your own case, rather than hear out the other side. But when two people do this, the conversation goes in circles.

Instead, invite the other party to describe their position, ask how they think they might resolve the issue, and listen with empathy .

Putting yourself in the other person's shoes is an essential part of negotiation. This helps you to build mutual respect and understanding – and to achieve an outcome that satisfies both parties.

4. Practice Active Listening

To identify the source of the conflict you have to really listen. To listen actively:

• Paraphrase the other party's points to show you're listening and really understand them.
• Look out for non-verbal signals that contradict what they are saying, such as a hesitant tone behind positive words. Bring these out into the open sensitively to address them together.
• Use appropriate body language , such as nodding your head, to show interest and to make it clear that you're following them.

Go further with Empathic Listening or Mindful Listening .

5. Acknowledge Criticism

Some of the things the other person tells you may be difficult to hear. But remember that criticism or constructive feedback is about job behaviors and not you as a person.

So, keep an open mind and use criticism to help you to identify areas to improve, perform better next time, and grow.

Glasers' Three-Step Strategy for Conflict Resolution

Conflict management consultants Peter and Susan Glaser recommend a three-step strategy for resolving conflict, and it draws on many of the skills we've looked at above. You can hear the Glasers talking about their model in our exclusive interview with them. [1]

The steps for these conflict resolution skills are:

• Prove that you understand their side.
• Acknowledge that you are part of the problem.
• Try again if the conversation didn't go well.

Let's try a training exercise and apply each step to a fictional conflict resolution scenario.

Conflict Resolution Training Example

Imagine that the heads of two departments are in conflict. Product Manager Sayid changed the price of a product without letting Marketing Manager Gayanne know. As a result, the marketing team sent out an email to customers with incorrect prices. They had to send out a follow-up email apologizing for the error, and make good on the price some customers paid for the product.

1. Prove That You Understand Their Side

Instead of blaming Sayid, Gayanne asks him how he came to make the decision. She uses her questioning and listening skills to get the information she needs and to show that she's truly hearing Sayid's response.

She discovers that Sayid was pressured by a major client to drop the price or risk losing a contract. She empathizes , saying, "Yes, I've had difficulties with that client before, too."

As Susan Glaser says, "Only when you believe that I understand you, will you be willing to try to understand my perspective." [2]

2. Acknowledge That You Are Part of the Problem

If you're in conflict with someone, it's unlikely you're free of all blame. So admit your part in it. This leads to mutual trust, a better understanding of one another, and makes it easier to find a solution.

In our scenario, Gayanne could say to Sayid, "I should have shared our marketing strategy and email send dates with you. I'll do that right away."

3. Try Again if the Conversation Doesn't Go Well

Despite the progress they've made, relations between the two managers remain frosty, so Sayid calls Gayanne the following week. He says, "I was thinking about our conversation, and I'd like to try again because I'm not happy with how it went. I've had time to take your points on board, and I'd like to talk about how we can work together better going forward."

Remember that you get more than one shot at resolving a conflict. Susan Glaser says, "There's a myth that if we have a bad conversation with someone it's over. In fact, 'do overs' are powerful." [3]

Frequently Asked Questions

Why is conflict resolution important in the workplace?

Unresolved conflicts can hinder productivity and damage team dynamics. Effective conflict resolution helps maintain a positive work environment, promotes collaboration, and ensures issues are addressed before they escalate.

What are some common sources of workplace conflicts?

Workplace conflicts can arise from differences in communication styles, conflicting goals, personality clashes, misunderstandings, resource allocation, or competing priorities. Recognizing these sources is crucial for timely intervention.

How can a team manager effectively address conflicts among team members?

A team manager should act as a mediator and facilitator. Begin by listening to both sides, understanding perspectives, and acknowledging emotions. Encourage open dialogue, find common ground, and work together to find a solution that is fair and beneficial for all parties.

What strategies can managers employ to prevent conflicts from escalating?

Managers can implement proactive measures such as fostering a transparent communication culture, setting clear expectations, defining roles and responsibilities, and promoting team-building activities. By addressing potential sources of conflict early on, managers can prevent minor issues from turning into major disputes.

How does effective conflict resolution contribute to team productivity?

Resolving conflicts promptly maintains a harmonious working environment where team members feel valued and understood. This leads to improved morale, increased focus on tasks, and a more efficient workflow, ultimately enhancing overall team productivity.

When is it appropriate to involve higher management in conflict resolution?

Involving higher management should be considered when conflicts cannot be resolved at the team level or when the conflicts involve larger organizational issues. Higher management can provide a neutral perspective and additional resources to facilitate resolution.

Conflict is common in the workplace. The biggest mistake you can make is to do nothing. Unresolved tensions can affect the health and performance of people and organizations.

So, hone these five conflict resolution skills to pre-empt, manage and fix conflicts with your co-workers:

• Raise the issue early.
• Manage your emotions.
• Show empathy.
• Practice active listening.
• Acknowledge criticism.

Then try the Glasers' three-step conflict resolution strategy to resolve issues together:

• Try again if the conversation doesn't go well.

In the process, you may even discover positives such as improved processes, strengthened relationships, and innovation!

[1] [2] [3] Mind Tools interview with Peter A. Glaser, Ph.D. and Susan R. Glaser. Available here .

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Managing Conflict Resolution Effectively

How to set boundaries and act assertively in conflict..

Posted January 11, 2024 | Reviewed by Jessica Schrader

• Assertiveness and boundaries are a powerful combination for managing conflict.
• When you are being nonjudgmental and cultivating compassion, collaboration increases.
• Practice active listening to understand your partner while finding common ground.

Conflict resolution is a way for two or more parties to find a peaceful solution to a disagreement among them. When a dispute arises, often the best course of action is assertive communication that resolves the disagreement while maintaining a respectful relationship.

When conflicts are managed constructively, it can help build trust in relationships. Respectfully, directly, and openly discussing opposing perspectives and resolving conflicts collaboratively can create a sense of unity, shared purpose, and mutual respect within the relationship.

Assertiveness and boundaries are essential skills for managing conflict in any situation. Whether it is at work, in your relationships, or in your team, you need to be able to express your feelings, thoughts, needs, and opinions respectfully and confidently.

What is assertive communication?

Assertive communication is a style of communication based on honesty, respect, and confidence . Assertiveness is the ability to express feelings and thoughts openly and to directly defend your rights while respecting the rights of others. It is about taking care of your own needs and wants while considering the needs and wants of others. It is the ability to take responsibility without being controlling. Assertiveness is the balanced space between surrender and aggressiveness. It is not about overpowering or dominating, but rather about finding balance, harmony, and mutual understanding.

Why is assertive communication important for dealing with conflict?

Assertive communication is an essential skill for conflict resolution, as it enables you to express your needs in a respectful manner while also collaboratively resolving your disagreement with your partner. Assertiveness helps build trust and rapport with your partner, empowering your partner while enhancing your self-esteem and confidence. In addition, assertive communication minimizes stress , while ensuring your rights and boundaries are respected.

Assertive communication is important because it ensures that you deliver your points in a constructive way—respectful, clear, direct, and kind. When you communicate in that manner, it will naturally help diffuse the conflict, establish healthy boundaries, and also prevent any issue from escalating.

What are boundaries?

Boundaries are the limits and rules you set for yourself and others in your interactions. They reflect your values, preferences, and expectations and help you define what is acceptable or unacceptable for you. Boundaries help individuals establish limits and protect their emotional and physical well-being. Without boundaries, individuals may not feel safe or secure in their relationships or environments.

Set healthy boundaries

Setting and maintaining healthy boundaries with others is a skill you can learn and practice. To do so, identify your boundaries—what you want and need, what makes you feel comfortable and uncomfortable, and your non-negotiables. Then communicate them clearly, directly, and respectfully to others. Be consistent and firm, but also flexible and open to feedback. If someone crosses or violates your boundaries, let them know how you feel and what you expect. Take action to protect yourself if they persist or disrespect your boundaries. Lastly, respect the boundaries of others. Ask for permission, listen to their cues, and accept their “no” without judgment, pressure, or manipulation.

Integrate assertiveness and boundaries to resolve conflict

Handling conflict with boundaries and assertiveness is not always easy, but it is achievable and beneficial. To do so, identify your state of mind, feelings, and needs, and prepare your statements. Choose an appropriate time and location to have a discussion about the conflict and make sure that both parties are ready and willing to converse. During the talk, objectively focus on the issue rather than the person. Avoid personal attacks, put down, or allegations, and use “I” statements to express your perspective. Stay calm and listen with curiosity to understand your partner while finding common ground. Respect both of your boundaries and rights while being willing to compromise and negotiate. Stay open-minded and make sure you maintain a caring relationship with your partner regardless of conflict and its outcome. Finally, thank the other person for their time and effort, summarizing what you agreed upon, expressing appreciation, and hoping for a stronger relationship and a bright future.

Practice active listening

To identify the source of the conflict, you have to pay attention and listen carefully. To listen actively, make sure you understand your partner and paraphrase the other party's points.

Pay attention to nonverbal signals and use appropriate body language , such as nodding your head, to show interest and to clarify that you're following them.

Listen without interruption to what the other person has to say. Aspire to be objective and clear. Then, ask questions to make sure each side understands what the other person thinks, feels, and wants.

Do that before speaking

Before you communicate, ask yourself the following questions about what you wish to say:

• Is it true?
• Is it kind?
• Is it useful?
• Is it necessary?
• Is it going to land well?
• Is this the right time to say it?

If one of the answers is no, consider not saying it. In these moments, silence is more productive than words. Be patient and once you find the time when the answers to these questions are yes, this is the time to speak.

7 steps for better conflict resolution

• Define the source of the conflict. Take your time to reveal the true needs of each party. The greater knowledge you have about the cause of the problem, the more easily you can resolve it.
• Find a common goal. Make similarities the starting point of finding a creative solution. Be open and curious to continually find common ground throughout the entire conflict resolution process.
• Establish safety. Creative conflict resolution requires that all parties feel safe enough to not only share what they need but to challenge each other's ideas without emotional escalation.
• Recognize your part. Be accountable and objectively assess your share in the conflict. Acknowledge your role in the problem and take responsibility for it.
• Empathize with your partner. Demonstrate to your partner that you understand their side while considering it. When you are being non-judgmental and cultivate compassion the fear of losing diminishes and collaboration increases.
• Review options. Remind yourself of your positive intention and what you want to achieve before you start the discussion. Be creative and discuss possible options while looking for solutions that benefit all parties.
• Discover a win-win solution. This is the ultimate goal—to agree on an option that benefits both sides to some extent. When one party wins and another party loses, the outcome does not resolve the underlying causes of the conflict.

Conflicts and disagreements are unavoidable. It is important to realize that the benefits of conflict resolution extend beyond resolving disagreements, contributing significantly to personal growth, emotional well-being, and healthy relationships.

Moshe Ratson, MBA, MFT, is a psychotherapist and executive coach in NYC. He specializes in personal and professional development, anger management, emotional intelligence, infidelity issues, and couples and marriage therapy.

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Guide to conflict resolution skills — plus real world examples

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What is conflict resolution?

5 conflict management strategies

How to resolve conflict: 11 techniques

Conflict resolution examples

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Nobody likes conflict. We shun it. We run away from it. We groan every time we have to engage in it.

But conflicts and disputes are part of the normal human experience, especially at work. 

By developing healthy responses to conflict, we develop skills that can serve us for a lifetime.

Let’s discuss what conflict resolution is and some strategies that you can use to achieve it. 

Conflict resolution is a communication skill. 

It offers a tried-and-tested way of resolving disputes among parties. The end result should be both peaceful and fruitful. It focuses on mutual respect while aiming at solutions that are a win-win for all parties involved.

The goal of conflict resolution is to bring any conflict situation to a peaceful end. It also aims to avoid any bad feelings or retribution in the future by fully resolving the matter at hand.

In business, there are many different management styles . Similarly, there are several conflict resolution strategies. 

None are necessarily better or worse than another, and they each have their own pros and cons. 

However, some management styles are better for particular situations than others.

5 conflict management strategies 

Whether you know it or not, we all have conflict management strategies that we fall back on. 

Conflict resolution experts Kenneth Thomas and Ralph Kilmann codified these strategies into five key behaviors: 

• Avoiding 
• Competing 
• Compromising 
• Accommodating 
• Collaborating

Since we often use a variety of strategies to resolve conflict , let’s take a closer look at each behavior.

1. Avoiding

For some, the pain of confrontation is just too great. 

Those who employ an avoiding strategy withdraw. They refuse to participate in a healthy conflict resolution discussion . But without true input, a conflict can never be resolved. 

What’s more, at work, there's a real loss to the company since any contribution of fresh ideas is lost. 

2. Competing

Those entering a workplace conflict resolution discussion with a competitive mindset have a take-no-prisoners approach. And a win-at-all-costs outlook. 

There is no cooperation with the opposing side, and the person practicing this strategy expects to claim victory in the end. Unfortunately, those with differing points of view will not be acknowledged. 

Since conversations are one-sided, key issues within the conflict can easily be overlooked.

3. Compromising

Compromising is a strategy that blends both assertiveness and a willingness to negotiate. 

While you may not get all that you want, you will get enough for you to be satisfied. While both parties may not be completely happy, the conflict’s resolution will feel even-handed and just.

4. Accommodating

When we quickly give in and accept another’s position in a conflict, we are employing an accommodating strategy. 

It’s submitting to the demands of the other party without acknowledging one’s own wants and needs. While it may look like a means for resolution, it often leads to unresolved issues.

5. Collaborating

Collaboration enables one to put forth their needs while at the same time cooperating with the other side. 

Through a co-creative process, conversations are aimed at jointly creating a solution that brings everyone on board. Collaborative efforts ensure that all parties are satisfied with a solution.

If you’re not sure how to resolve conflict, try using these 11 conflict resolution techniques with your team:

1. Choose your strategy wisely

There is no right or wrong answer about how and when to employ a conflict resolution strategy. 

For example, if the matter at hand is not that important, it may be natural to use an accommodating strategy to move an issue forward. But for more important issues, it may be critical to take a firmer posture to achieve desired outcomes.

To build team cohesion and help resolve any outstanding conflicts, here are some key skills you can leverage:

2. Don’t be defensive 

We all get defensive when we feel our backs are to the wall. But such postures keep us from seeing, let alone understanding, the positions of others. 

It’s always in everyone’s interest to try and grow the mindset of the opposing party. While you don’t have to agree with their views, closing down prevents a conflict from moving forward to resolution. 

By trying to put yourself in another’s shoes, you can go a long way in diffusing a volatile situation. While you don’t have to, try to see the reason in another’s argument. Instead of saying “no,” try to actively understand the opposing side’s position. 

This is your chance to observe from a different perspective.

3. Listen actively

Listening, not talking, is the key to successful communication. 

This is especially true when it comes to conflict resolution and managing team conflict. You need to understand what someone’s underlying concern about the situation is.

While it’s natural for us to talk about our own issues, we often find it difficult to listen to the arguments of others. What’s more, for managers who want to solve problems quickly, it may seem natural to do all of the talking when faced with a conflict. 

But it’s much better to allow space for others to explain their viewpoints without disruption. Respectfully create an environment where everyone shares the spotlight, then really focus on what they’re saying. 

You may discover a new point to their argument, helping to drive collaborative problem-solving.

Coaches often employ active listening skills to be truly present for their clients. 

Working with an opposing party requires deep listening and the ability to mirror and restate what has been said. 

If you can truly understand another’s objectives, compassion can come into play and lead to a quicker resolution. What’s more, by leveraging active listening, you reduce the chance of misunderstanding and misalignment.

4. Be humble

Even if you hold the strongest position in an argument, there still exists the chance you could be wrong.  

That’s the key to humility. 

Consequently, humble leaders don’t use a competitive strategy when engaging with others. They listen to all opinions instead of blindly pushing their agenda forward. 

What’s more, they are consistently open to feedback, even when it’s about their conflict management skills.

5. Don’t take it personally

Your opinions are not you. 

A mature leader realizes that arguments aren’t directed at them personally but at the issues at hand. 

When an argument is attached to your ego, it will be much more difficult to engage in any level of constructive compromise. Taking an approach of active detachment will allow you to depersonalize the situation and come to a resolution faster.

6. Keep calm

Conflict resolution breaks down in the presence of anger. This happens especially when leaders are involved. 

Set the appropriate communication tone for your team and those with opposing views by remaining calm at all times. 

Of course, you can display emotion related to anger when you’re preparing your argument. But never when you’re engaged in the thick of it. Emotional awareness is key when trying to remain impartial.

But before you begin any conflict resolution meeting, it’s essential that you remain calm in order to reach a solution that works for both parties. 

A great manager has the emotional intelligence to keep their own feelings in check.

7. Look for non-verbal cues

Resistance in a conflictual situation doesn’t necessarily come in the form of raised voices and angry words. Nonverbal communication plays a big part, too.

Body language and subtle nonverbal cues can speak volumes as to what is really going on. 

This is especially true if someone is introverted or not used to dealing with conflict directly. Your ability to “read the room” and identify when someone’s body language doesn’t match their words is essential to drive an argument to resolution.

8. Show willingness

With time and effort, you can master a variety of conflict resolution skills. 

That said, your ultimate goal in any conflict is to reach an agreement between both parties. Sometimes this requires a willingness to set aside personal objectives and ego in order to reach a collective solution. 

What’s more, deadlocks between parties can be resolved early and quickly when you display a commitment and willingness to resolve the issue.

9. Practice patience

Conflict is not something to be avoided. Rather, it’s something to be managed, even when we want conflicts to be resolved quickly. 

But lasting solutions can take time, especially if both parties have a strong commitment to their argument. If you rush to a resolution, others may not feel heard, creating a tenuous agreement. 

If you apply the above skills, listen to all arguments, and cultivate patience, you’re likely to achieve a timely resolution.

10. Remain impartial

Showing favoritism or being partial to one side won’t solve the issue — in fact, it could make it worse.

Don’t immediately point fingers before you hear both parties give their explanation. Try to look at each side of the conflict for what it is. Avoid personally taking the people involved and their personalities into account.

11. Stay positive

During an interpersonal conflict, it's easy to sink to the lowest emotional state of someone involved. 

If someone is starting to raise their voice or become negative, try to cut it off early. Redirect the conversation to a more positive tone. 

Remind the parties involved that you're trying to reach a solution that everyone is happy with. 

A positive attitude will keep people more open and accepting. And it will help the conversation from devolving into a shouting match.

Conflict resolution skills examples 

Let’s take a look at two examples where a manager used their conflict resolution skills to solve a problem in the workplace:

Conflict resolution situation 1

One of your employees comes to you and complains that another employee is being too controlling over the department’s radio. They will only play their favorite station, which is a genre of music that not everyone on the team enjoys. The employee also won’t let anyone else adjust the volume. They brought the radio from home and claim it as their own.

Resolution:

You use a compromising resolution style to try and find an outcome that would be good for everyone. 

You listen to all sides of the conflict. Then you explain to the owner of the radio that people find it unfair they have complete control over the department’s music.

You propose a couple of solutions to the team as a compromise.

Each person could be assigned a different day of the week to choose a radio station for the department.   

Alternatively, the radio owner could take the radio home. Then, each employee could use headphones to listen to their own preferred music at their workstation. That way, everyone could get what they want, without interrupting or inconveniencing others.

Conflict resolution situation 2

An employee comes to you complaining about repetitive strain injuries from their workstation. Their arms and hands are sore. Their eyes feel strained, and their neck hurts from having to hunch over.

They say that if something doesn’t change, they’re in so much pain that they will have to quit.

You use an accommodating conflict resolution style to help them fix the problem.  

You actively listen to their problems and make them feel heard. You also let them know that you sympathize with them and want to help them fix the problem.

First, you suggest that they go over the company’s ergonomic training. They can check for themselves if their desk is properly set up. If not, they can make adjustments based on the training and see if it helps resolve their concerns.

You let them know that if they can’t set up their equipment in an ergonomic way, then you can help find another solution. You tell them that you may be able to accommodate them by buying a special ergonomic keyboard or mouse or even a new chair or desk.

Start effectively using conflict resolution skills today

The workplace, or even our personal lives, can quickly spiral out of control if we have an unresolved conflict. 

That’s why it’s important to use effective conflict resolution strategies to nip the problem in the bud.

Now you know some popular conflict resolution strategies, and you’ve seen examples of them in practice. It’s time to try applying them to your own life.

If you’re looking to create a better business environment with less conflict, give BetterUp a try.

See how BetterUp can help your business with conflict resolution by requesting a customized demo.

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Robert Carroll is a certified executive and leadership Coach recognized for his work with leaders at public companies, non-profits, and start-ups. Robert coaches leaders to build purpose-driven companies that empower employees and shape positive culture while creating work environments that are equitable, sustainable, and productive. Robert is a former journalist and technology executive who spent over 20 years working at Fortune 500 companies and startups. In addition, he is certified by the International Coaching Federation and is based in the San Francisco Bay Area.

Can’t we all just get along? A guide to conflict management styles

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5 Strategies for Conflict Resolution in the Workplace

• 07 Sep 2023

Any scenario in which you live, work, and collaborate with others is susceptible to conflict. Because workplaces are made up of employees with different backgrounds, personalities, opinions, and daily lives, discord is bound to occur. To navigate it, it’s crucial to understand why it arises and your options for resolving it.

Common reasons for workplace conflict include:

• Misunderstandings or poor communication skills
• Differing opinions, viewpoints, or personalities
• Biases or stereotypes
• Variations in learning or processing styles
• Perceptions of unfairness

Although conflict is common, many don’t feel comfortable handling it—especially with colleagues. As a business leader, you’ll likely clash with other managers and need to help your team work through disputes.

Here’s why conflict resolution is important and five strategies for approaching it.

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Why Is Addressing Workplace Conflict Important?

Pretending conflict doesn’t exist doesn’t make it go away. Ignoring issues can lead to missed deadlines, festering resentment, and unsuccessful initiatives.

Yet, according to coaching and training firm Bravely , 53 percent of employees handle “toxic” situations by avoiding them. Worse still, averting a difficult conversation can cost an organization $7,500 and more than seven workdays.

That adds up quickly: American businesses lose $359 billion yearly due to the impact of unresolved conflict.

As a leader, you have a responsibility to foster healthy conflict resolution and create a safe, productive work environment for employees.

“Some rights, such as the right to safe working conditions or the right against sexual harassment, are fundamental to the employment relationship,” says Harvard Business School Professor Nien-hê Hsieh in the course Leadership, Ethics, and Corporate Accountability . “These rights are things that employees should be entitled to no matter what. They’re often written into the law, but even when they aren’t, they’re central to the ethical treatment of others, which involves respecting the inherent dignity and intrinsic worth of each individual.”

Effectively resolving disputes as they arise benefits your employees’ well-being and your company’s financial health. The first step is learning about five conflict resolution strategies at your disposal.

Related: How to Navigate Difficult Conversations with Employees

While there are several approaches to conflict, some can be more effective than others. The Thomas-Kilmann Conflict Model —developed by Dr. Kenneth W. Thomas and Dr. Ralph H. Kilmann—outlines five strategies for conflict resolution:

• Accommodating
• Compromising
• Collaborating

These fall on a graph, with assertiveness on the y-axis and cooperativeness on the x-axis. In the Thomas-Kilmann model, “assertiveness” refers to the extent to which you try to reach your own goal, and “cooperativeness” is the extent to which you try to satisfy the other party’s goal.

Alternatively, you can think of these axis labels as the “importance of my goal” and the “importance of this relationship.” If your assertiveness is high, you aim to achieve your own goal. If your cooperativeness is high, you strive to help the other person reach theirs to maintain the relationship.

Here’s a breakdown of the five strategies and when to use each.

1. Avoiding

Avoiding is a strategy best suited for situations in which the relationship’s importance and goal are both low.

While you’re unlikely to encounter these scenarios at work, they may occur in daily life. For instance, imagine you’re on a public bus and the passenger next to you is loudly playing music. You’ll likely never bump into that person again, and your goal of a pleasant bus ride isn’t extremely pressing. Avoiding conflict by ignoring the music is a valid option.

In workplace conflicts—where your goals are typically important and you care about maintaining a lasting relationship with colleagues—avoidance can be detrimental.

Remember: Some situations require avoiding conflict, but you’re unlikely to encounter them in the workplace.

2. Competing

Competing is another strategy that, while not often suited for workplace conflict, can be useful in some situations.

This conflict style is for scenarios in which you place high importance on your goal and low importance on your relationships with others. It’s high in assertiveness and low in cooperation.

You may choose a competing style in a crisis. For instance, if someone is unconscious and people are arguing about what to do, asserting yourself and taking charge can help the person get medical attention quicker.

You can also use it when standing up for yourself and in instances where you feel unsafe. In those cases, asserting yourself and reaching safety is more critical than your relationships with others.

When using a competing style in situations where your relationships do matter (for instance, with a colleague), you risk impeding trust—along with collaboration, creativity, and productivity.

3. Accommodating

The third conflict resolution strategy is accommodation, in which you acquiesce to the other party’s needs. Use accommodating in instances where the relationship matters more than your goal.

For example, if you pitch an idea for a future project in a meeting, and one of your colleagues says they believe it will have a negative impact, you could resolve the conflict by rescinding your original thought.

This is useful if the other person is angry or hostile or you don’t have a strong opinion on the matter. It immediately deescalates conflict by removing your goal from the equation.

While accommodation has its place within organizational settings, question whether you use it to avoid conflict. If someone disagrees with you, simply acquiescing can snuff out opportunities for innovation and creative problem-solving .

As a leader, notice whether your employees frequently fall back on accommodation. If the setting is safe, encouraging healthy debate can lead to greater collaboration.

Related: How to Create a Culture of Ethics and Accountability in the Workplace

4. Compromising

Compromising is a conflict resolution strategy in which you and the other party willingly forfeit some of your needs to reach an agreement. It’s known as a “lose-lose” strategy, since neither of you achieve your full goal.

This strategy works well when your care for your goal and the relationship are both moderate. You value the relationship, but not so much that you abandon your goal, like in accommodation.

For example, maybe you and a peer express interest in leading an upcoming project. You could compromise by co-leading it or deciding one of you leads this one and the other the next one.

Compromising requires big-picture thinking and swallowing your pride, knowing you won’t get all your needs fulfilled. The benefits are that you and the other party value your relationship and make sacrifices to reach a mutually beneficial resolution.

5. Collaborating

Where compromise is a lose-lose strategy, collaboration is a win-win. In instances of collaboration, your goal and the relationship are equally important, motivating both you and the other party to work together to find an outcome that meets all needs.

An example of a situation where collaboration is necessary is if one of your employees isn’t performing well in their role—to the point that they’re negatively impacting the business. While maintaining a strong, positive relationship is important, so is finding a solution to their poor performance. Framing the conflict as a collaboration can open doors to help each other discover its cause and what you can do to improve performance and the business’s health.

Collaboration is ideal for most workplace conflicts. Goals are important, but so is maintaining positive relationships with co-workers. Promote collaboration whenever possible to find creative solutions to problems . If you can’t generate a win-win idea, you can always fall back on compromise.

Considering Your Responsibilities as a Leader

As a leader, not only must you address your own conflicts but help your employees work through theirs. When doing so, remember your responsibilities to your employees—whether ethical, legal, or economic.

Leadership, Ethics, and Corporate Accountability groups your ethical responsibilities to employees into five categories:

• Well-being: What’s ultimately good for the person
• Rights: Entitlement to receive certain treatment
• Duties: A moral obligation to behave in a specific way
• Best practices: Aspirational standards not required by law or cultural norms
• Fairness: Impartial and just treatment

In the course, Hsieh outlines three types of fairness you can use when helping employees solve conflicts:

• Legitimate expectations: Employees reasonably expect certain practices or behaviors to continue based on experiences with the organization and explicit promises.
• Procedural fairness: Managers must resolve issues impartially and consistently.
• Distributive fairness: Your company equitably allocates opportunities, benefits, and burdens.

Particularly with procedural fairness, ensure you don’t take sides when mediating conflict. Treat both parties equally, allowing them time to speak and share their perspectives. Guide your team toward collaboration or compromise, and work toward a solution that achieves the goal while maintaining—and even strengthening—relationships.

Are you interested in learning how to navigate difficult decisions as a leader? Explore Leadership, Ethics, and Corporate Accountability —one of our online leadership and management courses —and download our free guide to becoming a more effective leader.

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The Best Interview Questions to Spot Leaders Who Excel at Conflict Resolution

Before you hire people for leadership positions, it’s crucial to gauge their ability to be civil and resolve disputes.

By the time most candidates for top leadership positions advance to the interview stage, it’s clear they have the required knowledge and experience. But an increasingly important differentiator in the hiring decision is whether candidates will add to or detract from the level of civility in the workplace—and whether they can effectively resolve employee conflicts.

“Conflict resolution could not be more important than it is right now,” says Davonne Helmer, co-leader of the global HR officers practice at ZRG Partners, an executive recruitment firm. “With five generations in the workplace, a completely bifurcated and bizarre political climate, data pointing to a significant slide backwards in diversity policies, and people more stressed, burnt out or on edge than ever before, conflict resolution is critical not just for getting by, but also for getting the best from your team.”

Workplace conflict has become a growing problem for C-suite leaders. Nearly two-thirds of U.S. workers say they’ve experienced or witnessed incivility in their workplace within the past month, according to new SHRM research . And people who rate their workplace as uncivil are three times more likely to be dissatisfied with their job and twice as likely to leave in the next year.

In addition, a 2022 survey by The Myers-Briggs Company cites a rise in workplace conflict incidents, noting that poor communication and lack of transparency are the top causes of conflict.

Getting in Front of the Problem

The good news is that more companies recognize the potential damage caused by workplace conflict, and they’re leaning on senior management to establish a culture of civility and effective conflict resolution.

“Before COVID, I sometimes worked with organizations that requested I change the word ‘conflict’ to something softer,” says Kimberly Best, a professional conflict mediator at Best Conflict Solutions in Brentwood, Tenn. “Now, people are actively seeking out conflict management skills and processes for managing conflict in their organizations. Conflict is normal. It’s a sign of a problem to solve.”

Senior leaders set the tone for others by demonstrating civil behavior and responding appropriately to incidents of incivility at work.

“I’ve never worked with an organization to help resolve conflict where the attitudes and behaviors of the executive positions hadn’t caused through a trickle-down effect,” Best says. “Leaders need to be willing to bring conflicts to light and have the skills to hold conversations that yield collaborative problem solving.”

Best says that unresolved conflict is the No. 1 factor contributing to turnover among employees. “The cost in time and talent is huge,” she says. “And then there is the elephant in the room—lawsuits.”

Ask About the Past to See the Future

While leaning on senior management to prevent and mediate workplace conflicts is wise, it’s essential to find out whether your leadership candidates have conflict management skills before you hire them. That often comes down to asking proper interview questions.

When gauging an executive candidate’s conflict resolution skills, probe into how the person has managed real-world situations in the past. Examples of potential inquiries to choose from:

• Tell me about a time when you had to manage conflict between two co-workers. Walk me through the steps you took to manage the conflict.
• Tell me about a time when you personally faced conflict at work. How did you communicate with the other person, and what did you learn from the experience?
• Tell me about a time when two team members had different perspectives or could not find a resolution.
• Have you ever had to de-escalate a tense situation between co-workers? What steps did you take?
• What is your strategy for giving constructive feedback? How well do you receive feedback?
• Are there times you had a conflict with a supervisor? How did you handle it?
• How do you ensure that all parties involved in a conflict feel heard and understood?
• What strategies do you use to maintain a positive working relationship after resolving a conflict?

These types of questions offer insight not only into a candidate’s approach to conflict resolution, but also their communication and problem-solving skills and ability to empathize.

“When dealing with conflicts, we want to see if a person can get to the core of the matter by understanding another’s fears, needs and hopes,” says Lisa Danels, executive director of Human Edge, a senior executive leadership advisory firm. “It’s all about intuitive listening and picking up on what’s beneath the surface. We can’t just dwell on the surface-level arguments or events that have occurred. That won’t really get us anywhere.”

To assess the conflict resolution skills of an executive job candidate, Danels also looks for empathy and the ability to see things from the other person’s perspective.

“It’s crucial to see how invested people are in their relationships and fairness,” she says. “A leader who has integrity while honoring differences and holding others in esteem would make an outstanding conflict resolution executive.”

Linking Emotional Intelligence and Conflict Resolution

However, identifying conflict management skills in applicants isn’t achieved simply through straightforward “How do you handle conflict?” type of inquiries.

“I always tell my clients to use emotional intelligence questions to interview,” says Elena Sarango-Muniz, an HR consultant at Sarango Executive Coaching in Houston. “It’s very difficult to see how their EQ skills have developed if you don’t ask the right questions that dig deep into their behavior under certain specific scenarios, like stress, conflict, chaos, success and risky situations.” 

Sarango-Muniz recommends asking executive job candidates some or all of the following questions to uncover their emotional intelligence, a key part of assessing their ability to resolve disputes. “With additional exploration after each given answer, we can get really deep to uncover who this person is,” she says.

• If you could improve one facet of your life, what would it be and why? Tell me more, and how do you plan to do it?
• What keeps you optimistic during the most difficult times? Give a specific recent example.
• How do you ensure you have really understood someone’s feelings? What is the first step you take? Give me a recent example.
• What role do your emotions play in your conflict resolution process? How do they challenge your ability to find a solution?

“You want to know if they know themselves,” Sarango-Muniz explains. “Are they self-aware? And therefore, can they establish and maintain healthy relationships with others? Can they assess quickly what is going on when there is conflict?”

Being open to all viewpoints when it comes to conflict resolution at this level is crucial.

“Flexibility is a very important skill an executive should have to be successful,” Sarango-Muniz  adds. “They can manage their emotions and the emotions of others appropriately to solve any conflict that arises.”

Brian O’Connell is a freelance writer based in Bucks County, Pa., and Palmas del Mar, Puerto Rico, when Old Man Winter arrives. A former Wall Street trader, he is the author of the books CNBC Creating Wealth (John Wiley & Sons) and The Career Survival Guide (McGraw Hill).

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Family Conflict Resolution: 6 Worksheets & Scenarios (+ PDF)

It is perhaps unrealistic to expect that relationships remain harmonious all the time; occasional disconnections and disagreements are a fact of life that can help a family grow and move forward, accommodating change (Divecha, 2020).

Repeating patterns of conflict, however, can be damaging for family members, especially children, negatively affecting mental and physical wellbeing (Sori, Hecker, & Bachenberg, 2016).

This article explores how to resolve conflict in family relationships and introduces strategies and activities that can help.

Before you continue, we thought you might like to download our three Positive Communication Exercises (PDF) for free . These science-based tools will help you and those you work with build better social skills and better connect with others.

This Article Contains:

How to resolve conflict in family relationships, 2 examples of conflict scenarios, 3 strategies for family counseling sessions, 6 activities and worksheets to try, a note on conflict resolution for kids, 3 best games and activities for kids, resources from positivepsychology.com, a take-home message.

“Families typically develop certain basic structural characteristics and interactive patterns that they utilize to respond to internal and external stressors.”

Goldenberg, 2017, p. 4

Built on shared assumptions and narratives that exist within the family structure, family members support the group as it adapts and copes with shifting environments and life events.

Such structures, at times, may support and even promote conflict that occurs within families. Indeed, rifts, clashes, and disagreements within the family can take many forms, including physical, verbal, financial, psychological, and sexual (Marta & Alfieri, 2014).

Therapy has the potential to help a family understand how it organizes itself and maintains cohesion, while improving how it communicates and overcomes problems that lead to conflict (Goldenberg, 2017).

As psychologist Rick Hanson writes, “a bid for repair is one of the sweetest and most vulnerable and important kinds of communication that humans offer to each other” (cited in Divecha, 2020).

Crucially, families can learn to navigate the inevitable tension and disconnection that arise from falling out of sync with one another (Divecha, 2020).

Repairing ruptures resulting from miscommunication, mismatches, and failing to attune to one another is vital for parenting and maintaining family union. But how?

While there are many ways to recover from and resolve conflict, the following four steps are invaluable for authentic repair (modified from Divecha, 2020):

• Acknowledge the offense Try to identify and understand the hurt you’ve caused. Whether intended and with apparent good reason or not, this is a valuable opportunity to dial down your defenses and focus on how the other person is feeling.

Acknowledging the hurt without adding caveats is a powerful way to show humanity.

It can help to check your understanding, “Did I upset you? Help me understand how.” Your approach must be open and authentic; unless heartfelt, it risks escalating emotions.

• Express remorse Sometimes, simply saying, “I’m sorry,” is enough, or at least an excellent place to start.

Take care though. Adding a comment, such as, “Well, you shouldn’t have done X,” weakens your expression of remorse, especially when dealing with children. They are learning from what you do – right and wrong.

Also, don’t go overboard. Being too quick to say sorry or going over the top with an apology can make it more about yourself than the person hurt.

• Offer a simple explanation If the other person is ready to listen (neither too upset nor too angry), a brief explanation can clarify the thinking behind your actions.

Remember to focus on the other person’s experience rather than a litany of excuses for poor behavior. And avoid using this as an opportunity to add grievances or assign blame for issues that have arisen recently.

• Learn and practice expressing your intentions to fix the situation and stop it from happening again. Be sincere. Say that you are sorry and mean it.

There is little point in apologizing and recovering from conflict if you intend to repeat the behavior.

Conflict is often avoidable. But if it isn’t, then it is possible to recover and maintain family relationships through authentic activities that repair damage (Divecha, 2020).

Family therapy can help resolve conflicts within the family unit through multiple routes, including:

• Exploring various relationships that make up the family.
• Bringing couples and families together to resolve interpersonal conflicts rather than treating them separately.
• Focusing on interventions with entire families rather than individuals.
• Establishing the role of dysfunctional families in individual mental health problems.

Family conflict can appear in all shapes and sizes. While minor disagreements between siblings may be resolved quickly, major rifts can form between child and parent, damaging previously strong bonds.

All relationships within a family can at one time or another descend into conflict. Two such examples include (modified from Goldenberg, 2017):

• Conflict over money Bob and Tess are married with two children. In therapy, Tess claims that Bob is mean with his money: checking grocery bills and yelling at the cost of their children’s birthday presents. Along with other relationship issues, conflict had led them to sleep in separate rooms.

Bob argues he works hard for his money and gives her a generous amount each month, but Tess spends beyond their means.

During therapy, it became clear that Bob comes from a working-class family and was taught from an early age to live frugally. His long-standing beliefs underpin (but do not excuse) his outbursts.

In time, therapy helps them become more supportive of one another, giving up their underlying power struggles and successfully moving away from stereotypical gender roles.

• Cultural and intergenerational conflict Despite Indira and Sanjay Singh moving to the United States while they were still at preschool age, they have retained the cultural and moral values of their place of birth: India. When their two children were born, they were also taught to be compliant and respect their parents, while friends from school were discouraged.

As the children grew older, it became clear that the conflict between the old and new culture was causing a rift, dividing children and parents. Despite reluctance from the parents, in time, all four attended family therapy and began to deal with cultural differences and expectations arising from multiculturalism.

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Conflict in family situations can be “chronic and unresolved,” cycling through “periods of emotional distance and closeness with intense negative feelings” (Metcalf, 2011, p. 45).

In family therapy, the many theories offer different lenses through which to view the world and, most importantly, help families manage and resolve conflict (Metcalf, 2011).

The following strategies can help protect the family from or cope with conflict in its many forms.

Build an environment of connection and understanding

Divecha (2020) suggests that by building an environment of connection and understanding, you can “create a family culture where rifts are expected and repairs are welcomed.”

Encourage clients to make small but vital changes to the family setting (modified from Divecha, 2020):

• Watch out for the easily missed signs that indicate a child, young adult, or partner wishes to find a way to reconnect and recover from conflict.
• Normalize requests, such as, “I need a repair” and “Can we have a redo?” that tell us a family member is ready to fix a damaged relationship.
• Maintain awareness. If we think we may have caused upset or harm, circle back and check in with the other person.

Building a better environment through frequent repairs can catch problems early and reduce the likelihood of escalation.

Use “I” statements

How we say something can have a significant impact on what others hear. Encourage family members to express how they feel without blaming others, such as (modified from Goldenberg, 2017):

“I am hurt by what you said last night” rather than accusations, such as, “You were out of order last night.”

Speak directly to the therapist

There may be times during a therapy session when tension between family members heightens and the emotional intensity needs to be de-escalated (Goldenberg, 2017).

A helpful communication technique is to ask the family member talking to address the therapist directly. This refocus encourages the speaker to express themselves more calmly and allows the other person time and space to listen and respond under less pressure.

The following activities focus on exploring family structures, beliefs, and problem-solving behavior to avoid or resolve conflict within the group.

Recognizing Family Narratives

Family narratives provide support for coping with upsetting events and recovering from conflict (Goldenberg, 2017).

Use the Recognizing Family Narratives worksheet to identify narratives that explain and justify the structure and interactive patterns that exist within the family.

The constructs we form can enable or inhibit how we cope with conflict and other life events within the family (Goldenberg, 2017).

Parenting With Purpose

Parenting can be difficult; it is easy to lose sight of what is important. Defining meaning and purpose for ourselves as parents and our children can offer a valuable compass for day-to-day decision-making (Hart, 2006).

The Parenting With Purpose worksheet is a helpful reminder of your values and purpose as a parent.

The answers to the questions can help you understand what kind of relationship you would like with your children and why.

What Is Working Within the Family?

While it is essential to identify and fix what is causing conflict within a family, it is equally valuable to recognize what is working.

Once we recognize where we are successful in a relationship, it can remind us that not everything is terrible. We are doing some things right, and we have something upon which we can build.

The What Is Working worksheet helps identify and share the positives in the relationships within the family.

Recognize that conflict doesn’t occur in the family all the time and encourage the activities that unite you as a group.

Meeting Our Family’s Needs

Sura Hart (2006, p. 175), former teacher and education project director for the Center for Nonviolent Communication, says that “you can find conflict in every human story, and in the conflict situation you can find the needs people are wanting to meet.”

Use the Meeting Our Family’s Needs worksheet to help each family member have their needs heard, understood, and, ultimately, accepted.

Consider Your Intentions

Words have the power to share love and anger. Without clear and conscious intention, it is possible to communicate unhelpful and even harmful messages (Hart, 2006).

Use the Consider Your Intentions worksheet to identify and understand your intentions and help you respect and care for other family members’ needs.

Perform an early check on your intentions before you engage with the other family member, especially if it has the potential to turn into conflict.

Using the answers, consider how you can show positive intentions and steer clear of harmful intentions, such as proving yourself right.

Seeing Family Conflict as a Problem to Solve

Conflict isn’t always to be avoided; clashes can be productive, stimulating learning, fostering understanding, and moving a relationship forward (Hart, 2006).

However, some conflict is unnecessary and avoidable, especially regarding daily tasks, such as tidying the house, going to bed, and completing chores.

Use the Seeing Family Conflict as a Problem to Solve worksheet to help recognize everyday actions as problems to overcome rather than points of contention.

14 Effective conflict resolution techniques – BRAINY DOSE

“Life is a series of mismatches, miscommunications, and misattunements that are quickly repaired” says family researcher Ed Tronick (cited in Divecha, 2020).

Children can learn from the family environment that conflict need not be out of proportion to the situation and may, ultimately, lead to positive change.

It helps when family relationships are overwhelmingly positive. Make sure to make “special time” available for each child, where they have control over what you do and for how long, writes Divecha (2020). Learn to show gratitude and appreciation for what the child does more readily without it becoming predictable and unthinking.

Board games such as Monopoly, Checkers, and Life can be played as a pair or a family. The children see that it’s okay to make mistakes and learn from their parents’ reaction to losing.

More physical, active games such as Tag or Hide and Seek allow the whole family to have fun, while, importantly, seeing each other having fun. Children need to experience their parents as humans with a wish to enjoy themselves. Parents benefit from experiencing their family laughing – a reminder that life is not all about duty and rules.

Quieter pastimes, including art and craft, can be a time to build and use mindfulness practices, considering colors, textures, and smells. Interactive activities such as making funny characters out of play dough or houses out of Lego is fun and beyond rules or feelings of failure.

17 Exercises To Develop Positive Communication

17 Positive Communication Exercises [PDFs] to help others develop communication skills for successful social interactions and positive, fulfilling relationships.

Created by Experts. 100% Science-based.

Family conflict can often be avoided. The following resources help individuals gain a greater understanding of other family members’ needs and feelings.

• Mind the Gap Identify and share the values you would like to exist within your family, such as love, trust, compassion, and teamwork.
• Conflict at School Conflict outside the home can have an impact inside. Help your children to reflect on the relationships they have at school.

Additional reading and resources include:

• Conflict Resolution in Relationships and Couples: 5 Strategies For more ideas on how to resolve conflict in other types of relationships, read our conflict resolution in relationships article.
• 14 Conflict Resolution Strategies & Techniques for the Workplace This article about conflict resolution in the workplace is a helpful additional read, especially where the lines between family and work is blurred – working in the family business, working from home – these all can cause conflict so be sure to have a look at this article too.

If you’re looking for more science-based ways to help others communicate better, check out this collection of 17 validated positive communication tools for practitioners. Use them to help others improve their communication skills and form deeper and more positive relationships.

It is vital that families learn to survive – and even grow – under adverse conditions. The family unit faces daily challenges from outside and conflict from within that can upset the internal stability that rests upon existing narratives, shared beliefs, and sometimes mistaken assumptions (Goldenberg, 2017).

It can become less about preventing all conflict, which is impossible, and more about creating a family environment that reduces unnecessary friction, repairs rifts and misunderstandings, grows, and moves forward.

Our communication – what we say and how we say it – remains crucial and can improve over time with practice and an improved awareness of one another’s needs. Family members can also learn skills and techniques to improve self-regulation, resilience, and coping that strengthen internal structures.

This article introduces tools and worksheets that help remove avoidable conflict and manage and resolve it within the family unit, where disagreement is inevitable. Try them out with your clients or within your own family to improve engagement, strengthen relationships, and build a more supportive and resilient family structure.

We hope you enjoyed reading this article. Don’t forget to download our three Positive Communication Exercises (PDF) for free .

• American Psychological Association. (2011). Family interventions. Retrieved October 6, 2021, from https://www.apa.org/pi/about/publications/caregivers/practice-settings/intervention/family
• Divecha, D. (2020, October 27). Family conflict is normal; it’s the repair that matter s. Greater Good. Retrieved October 4, 2021, from https://greatergood.berkeley.edu/article/item/family_conflict_is_normal_its_the_repair_that_matters
• Goldenberg, I. (2017). Family therapy: An overview . Cengage Learning.
• Hart, S. (2006). Respectful parents, respectful kids: 7 Keys to turn family conflict into co-operation . PuddleDancer Press.
• Marta, E., & Alfieri, S. (2014). Family conflicts. In A. C. Michalos (Ed.), Encyclopedia of quality of life and well-being research . Springer.
• Metcalf, L. (2011). Marriage and family therapy: A practice-oriented approach . Springer.
• Sori, C. F., Hecker, L., & Bachenberg, M. E. (2016). The therapist’s notebook for children and adolescents: Homework, handouts, and activities for use in psychotherapy . Routledge/Taylor & Francis.

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Culture Development

Workplace problem-solving examples: real scenarios, practical solutions.

• March 11, 2024

In today’s fast-paced and ever-changing work environment, problems are inevitable. From conflicts among employees to high levels of stress, workplace problems can significantly impact productivity and overall well-being. However, by developing the art of problem-solving and implementing practical solutions, organizations can effectively tackle these challenges and foster a positive work culture. In this article, we will delve into various workplace problem scenarios and explore strategies for resolution. By understanding common workplace problems and acquiring essential problem-solving skills, individuals and organizations can navigate these challenges with confidence and success.

Understanding Workplace Problems

Before we can effectively solve workplace problems , it is essential to gain a clear understanding of the issues at hand. Identifying common workplace problems is the first step toward finding practical solutions. By recognizing these challenges, organizations can develop targeted strategies and initiatives to address them.

Identifying Common Workplace Problems

One of the most common workplace problems is conflict. Whether it stems from differences in opinions, miscommunication, or personality clashes, conflict can disrupt collaboration and hinder productivity. It is important to note that conflict is a natural part of any workplace, as individuals with different backgrounds and perspectives come together to work towards a common goal. However, when conflict is not managed effectively, it can escalate and create a toxic work environment.

In addition to conflict, workplace stress and burnout pose significant challenges. High workloads, tight deadlines, and a lack of work-life balance can all contribute to employee stress and dissatisfaction. When employees are overwhelmed and exhausted, their performance and overall well-being are compromised. This not only affects the individuals directly, but it also has a ripple effect on the entire organization.

Another common workplace problem is poor communication. Ineffective communication can lead to misunderstandings, delays, and errors. It can also create a sense of confusion and frustration among employees. Clear and open communication is vital for successful collaboration and the smooth functioning of any organization.

The Impact of Workplace Problems on Productivity

Workplace problems can have a detrimental effect on productivity levels. When conflicts are left unresolved, they can create a tense work environment, leading to decreased employee motivation and engagement. The negative energy generated by unresolved conflicts can spread throughout the organization, affecting team dynamics and overall performance.

Similarly, high levels of stress and burnout can result in decreased productivity, as individuals may struggle to focus and perform optimally. When employees are constantly under pressure and overwhelmed, their ability to think creatively and problem-solve diminishes. This can lead to a decline in the quality of work produced and an increase in errors and inefficiencies.

Poor communication also hampers productivity. When information is not effectively shared or understood, it can lead to misunderstandings, delays, and rework. This not only wastes time and resources but also creates frustration and demotivation among employees.

Furthermore, workplace problems can negatively impact employee morale and job satisfaction. When individuals are constantly dealing with conflicts, stress, and poor communication, their overall job satisfaction and engagement suffer. This can result in higher turnover rates, as employees seek a healthier and more supportive work environment.

In conclusion, workplace problems such as conflict, stress, burnout, and poor communication can significantly hinder productivity and employee well-being. Organizations must address these issues promptly and proactively to create a positive and productive work atmosphere. By fostering open communication, providing support for stress management, and promoting conflict resolution strategies, organizations can create a work environment that encourages collaboration, innovation, and employee satisfaction.

The Art of Problem Solving in the Workplace

Now that we have a clear understanding of workplace problems, let’s explore the essential skills necessary for effective problem-solving in the workplace. By developing these skills and adopting a proactive approach, individuals can tackle problems head-on and find practical solutions.

Problem-solving in the workplace is a complex and multifaceted skill that requires a combination of analytical thinking, creativity, and effective communication. It goes beyond simply identifying problems and extends to finding innovative solutions that address the root causes.

Essential Problem-Solving Skills for the Workplace

To effectively solve workplace problems, individuals should possess a range of skills. These include strong analytical and critical thinking abilities, excellent communication and interpersonal skills, the ability to collaborate and work well in a team, and the capacity to adapt to change. By honing these skills, individuals can approach workplace problems with confidence and creativity.

Analytical and critical thinking skills are essential for problem-solving in the workplace. They involve the ability to gather and analyze relevant information, identify patterns and trends, and make logical connections. These skills enable individuals to break down complex problems into manageable components and develop effective strategies to solve them.

Effective communication and interpersonal skills are also crucial for problem-solving in the workplace. These skills enable individuals to clearly articulate their thoughts and ideas, actively listen to others, and collaborate effectively with colleagues. By fostering open and honest communication channels, individuals can better understand the root causes of problems and work towards finding practical solutions.

Collaboration and teamwork are essential for problem-solving in the workplace. By working together, individuals can leverage their diverse skills, knowledge, and perspectives to generate innovative solutions. Collaboration fosters a supportive and inclusive environment where everyone’s ideas are valued, leading to more effective problem-solving outcomes.

The ability to adapt to change is another important skill for problem-solving in the workplace. In today’s fast-paced and dynamic work environment, problems often arise due to changes in technology, processes, or market conditions. Individuals who can embrace change and adapt quickly are better equipped to find solutions that address the evolving needs of the organization.

The Role of Communication in Problem Solving

Communication is a key component of effective problem-solving in the workplace. By fostering open and honest communication channels, individuals can better understand the root causes of problems and work towards finding practical solutions. Active listening, clear and concise articulation of thoughts and ideas, and the ability to empathize are all valuable communication skills that facilitate problem-solving.

Active listening involves fully engaging with the speaker, paying attention to both verbal and non-verbal cues, and seeking clarification when necessary. By actively listening, individuals can gain a deeper understanding of the problem at hand and the perspectives of others involved. This understanding is crucial for developing comprehensive and effective solutions.

Clear and concise articulation of thoughts and ideas is essential for effective problem-solving communication. By expressing oneself clearly, individuals can ensure that their ideas are understood by others. This clarity helps to avoid misunderstandings and promotes effective collaboration.

Empathy is a valuable communication skill that plays a significant role in problem-solving. By putting oneself in the shoes of others and understanding their emotions and perspectives, individuals can build trust and rapport. This empathetic connection fosters a supportive and collaborative environment where everyone feels valued and motivated to contribute to finding solutions.

In conclusion, problem-solving in the workplace requires a combination of essential skills such as analytical thinking, effective communication, collaboration, and adaptability. By honing these skills and fostering open communication channels, individuals can approach workplace problems with confidence and creativity, leading to practical and innovative solutions.

Real Scenarios of Workplace Problems

Now, let’s explore some real scenarios of workplace problems and delve into strategies for resolution. By examining these practical examples, individuals can develop a deeper understanding of how to approach and solve workplace problems.

Conflict Resolution in the Workplace

Imagine a scenario where two team members have conflicting ideas on how to approach a project. The disagreement becomes heated, leading to a tense work environment. To resolve this conflict, it is crucial to encourage open dialogue between the team members. Facilitating a calm and respectful conversation can help uncover underlying concerns and find common ground. Collaboration and compromise are key in reaching a resolution that satisfies all parties involved.

In this particular scenario, let’s dive deeper into the dynamics between the team members. One team member, let’s call her Sarah, strongly believes that a more conservative and traditional approach is necessary for the project’s success. On the other hand, her colleague, John, advocates for a more innovative and out-of-the-box strategy. The clash between their perspectives arises from their different backgrounds and experiences.

As the conflict escalates, it is essential for a neutral party, such as a team leader or a mediator, to step in and facilitate the conversation. This person should create a safe space for both Sarah and John to express their ideas and concerns without fear of judgment or retribution. By actively listening to each other, they can gain a better understanding of the underlying motivations behind their respective approaches.

During the conversation, it may become apparent that Sarah’s conservative approach stems from a fear of taking risks and a desire for stability. On the other hand, John’s innovative mindset is driven by a passion for pushing boundaries and finding creative solutions. Recognizing these underlying motivations can help foster empathy and create a foundation for collaboration.

As the dialogue progresses, Sarah and John can begin to identify areas of overlap and potential compromise. They may realize that while Sarah’s conservative approach provides stability, John’s innovative ideas can inject fresh perspectives into the project. By combining their strengths and finding a middle ground, they can develop a hybrid strategy that incorporates both stability and innovation.

Ultimately, conflict resolution in the workplace requires effective communication, active listening, empathy, and a willingness to find common ground. By addressing conflicts head-on and fostering a collaborative environment, teams can overcome challenges and achieve their goals.

Dealing with Workplace Stress and Burnout

Workplace stress and burnout can be debilitating for individuals and organizations alike. In this scenario, an employee is consistently overwhelmed by their workload and experiencing signs of burnout. To address this issue, organizations should promote a healthy work-life balance and provide resources to manage stress effectively. Encouraging employees to take breaks, providing access to mental health support, and fostering a supportive work culture are all practical solutions to alleviate workplace stress.

In this particular scenario, let’s imagine that the employee facing stress and burnout is named Alex. Alex has been working long hours, often sacrificing personal time and rest to meet tight deadlines and demanding expectations. As a result, Alex is experiencing physical and mental exhaustion, reduced productivity, and a sense of detachment from work.

Recognizing the signs of burnout, Alex’s organization takes proactive measures to address the issue. They understand that employee well-being is crucial for maintaining a healthy and productive workforce. To promote a healthy work-life balance, the organization encourages employees to take regular breaks and prioritize self-care. They emphasize the importance of disconnecting from work during non-working hours and encourage employees to engage in activities that promote relaxation and rejuvenation.

Additionally, the organization provides access to mental health support services, such as counseling or therapy sessions. They recognize that stress and burnout can have a significant impact on an individual’s mental well-being and offer resources to help employees manage their stress effectively. By destigmatizing mental health and providing confidential support, the organization creates an environment where employees feel comfortable seeking help when needed.

Furthermore, the organization fosters a supportive work culture by promoting open communication and empathy. They encourage managers and colleagues to check in with each other regularly, offering support and understanding. Team members are encouraged to collaborate and share the workload, ensuring that no one person is overwhelmed with excessive responsibilities.

By implementing these strategies, Alex’s organization aims to alleviate workplace stress and prevent burnout. They understand that a healthy and balanced workforce is more likely to be engaged, productive, and satisfied. Through a combination of promoting work-life balance, providing mental health support, and fostering a supportive work culture, organizations can effectively address workplace stress and create an environment conducive to employee well-being.

Practical Solutions to Workplace Problems

Now that we have explored real scenarios, let’s discuss practical solutions that organizations can implement to address workplace problems. By adopting proactive strategies and establishing effective policies, organizations can create a positive work environment conducive to problem-solving and productivity.

Implementing Effective Policies for Problem Resolution

Organizations should have clear and well-defined policies in place to address workplace problems. These policies should outline procedures for conflict resolution, channels for reporting problems, and accountability measures. By ensuring that employees are aware of these policies and have easy access to them, organizations can facilitate problem-solving and prevent issues from escalating.

Promoting a Positive Workplace Culture

A positive workplace culture is vital for problem-solving. By fostering an environment of respect, collaboration, and open communication, organizations can create a space where individuals feel empowered to address and solve problems. Encouraging teamwork, recognizing and appreciating employees’ contributions, and promoting a healthy work-life balance are all ways to cultivate a positive workplace culture.

The Role of Leadership in Problem Solving

Leadership plays a crucial role in facilitating effective problem-solving within organizations. Different leadership styles can impact how problems are approached and resolved.

Leadership Styles and Their Impact on Problem-Solving

Leaders who adopt an autocratic leadership style may make decisions independently, potentially leaving their team members feeling excluded and undervalued. On the other hand, leaders who adopt a democratic leadership style involve their team members in the problem-solving process, fostering a sense of ownership and empowerment. By encouraging employee participation, organizations can leverage the diverse perspectives and expertise of their workforce to find innovative solutions to workplace problems.

Encouraging Employee Participation in Problem Solving

To harness the collective problem-solving abilities of an organization, it is crucial to encourage employee participation. Leaders can create opportunities for employees to contribute their ideas and perspectives through brainstorming sessions, team meetings, and collaborative projects. By valuing employee input and involving them in decision-making processes, organizations can foster a culture of inclusivity and drive innovative problem-solving efforts.

In today’s dynamic work environment, workplace problems are unavoidable. However, by understanding common workplace problems, developing essential problem-solving skills, and implementing practical solutions, individuals and organizations can navigate these challenges effectively. By fostering a positive work culture, implementing effective policies, and encouraging employee participation, organizations can create an environment conducive to problem-solving and productivity. With proactive problem-solving strategies in place, organizations can thrive and overcome obstacles, ensuring long-term success and growth.

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26 Expert-Backed Problem Solving Examples – Interview Answers

Published: February 13, 2023

Interview Questions and Answers

Actionable advice from real experts:

Biron Clark

Former Recruiter

Contributor

Dr. Kyle Elliott

Career Coach

Hayley Jukes

Editor-in-Chief

Biron Clark , Former Recruiter

Kyle Elliott , Career Coach

Hayley Jukes , Editor

As a recruiter , I know employers like to hire people who can solve problems and work well under pressure.

 A job rarely goes 100% according to plan, so hiring managers are more likely to hire you if you seem like you can handle unexpected challenges while staying calm and logical.

But how do they measure this?

Hiring managers will ask you interview questions about your problem-solving skills, and they might also look for examples of problem-solving on your resume and cover letter. 

In this article, I’m going to share a list of problem-solving examples and sample interview answers to questions like, “Give an example of a time you used logic to solve a problem?” and “Describe a time when you had to solve a problem without managerial input. How did you handle it, and what was the result?”

• Problem-solving involves identifying, prioritizing, analyzing, and solving problems using a variety of skills like critical thinking, creativity, decision making, and communication.
• Describe the Situation, Task, Action, and Result ( STAR method ) when discussing your problem-solving experiences.
• Tailor your interview answer with the specific skills and qualifications outlined in the job description.
• Provide numerical data or metrics to demonstrate the tangible impact of your problem-solving efforts.

What are Problem Solving Skills? 

Problem-solving is the ability to identify a problem, prioritize based on gravity and urgency, analyze the root cause, gather relevant information, develop and evaluate viable solutions, decide on the most effective and logical solution, and plan and execute implementation. 

Problem-solving encompasses other skills that can be showcased in an interview response and your resume. Problem-solving skills examples include:

• Critical thinking
• Analytical skills
• Decision making
• Research skills
• Technical skills
• Communication skills
• Adaptability and flexibility

Why is Problem Solving Important in the Workplace?

Problem-solving is essential in the workplace because it directly impacts productivity and efficiency. Whenever you encounter a problem, tackling it head-on prevents minor issues from escalating into bigger ones that could disrupt the entire workflow. 

Beyond maintaining smooth operations, your ability to solve problems fosters innovation. It encourages you to think creatively, finding better ways to achieve goals, which keeps the business competitive and pushes the boundaries of what you can achieve. 

Effective problem-solving also contributes to a healthier work environment; it reduces stress by providing clear strategies for overcoming obstacles and builds confidence within teams. 

Examples of Problem-Solving in the Workplace

• Correcting a mistake at work, whether it was made by you or someone else
• Overcoming a delay at work through problem solving and communication
• Resolving an issue with a difficult or upset customer
• Overcoming issues related to a limited budget, and still delivering good work through the use of creative problem solving
• Overcoming a scheduling/staffing shortage in the department to still deliver excellent work
• Troubleshooting and resolving technical issues
• Handling and resolving a conflict with a coworker
• Solving any problems related to money, customer billing, accounting and bookkeeping, etc.
• Taking initiative when another team member overlooked or missed something important
• Taking initiative to meet with your superior to discuss a problem before it became potentially worse
• Solving a safety issue at work or reporting the issue to those who could solve it
• Using problem solving abilities to reduce/eliminate a company expense
• Finding a way to make the company more profitable through new service or product offerings, new pricing ideas, promotion and sale ideas, etc.
• Changing how a process, team, or task is organized to make it more efficient
• Using creative thinking to come up with a solution that the company hasn’t used before
• Performing research to collect data and information to find a new solution to a problem
• Boosting a company or team’s performance by improving some aspect of communication among employees
• Finding a new piece of data that can guide a company’s decisions or strategy better in a certain area

Problem-Solving Examples for Recent Grads/Entry-Level Job Seekers

• Coordinating work between team members in a class project
• Reassigning a missing team member’s work to other group members in a class project
• Adjusting your workflow on a project to accommodate a tight deadline
• Speaking to your professor to get help when you were struggling or unsure about a project
• Asking classmates, peers, or professors for help in an area of struggle
• Talking to your academic advisor to brainstorm solutions to a problem you were facing
• Researching solutions to an academic problem online, via Google or other methods
• Using problem solving and creative thinking to obtain an internship or other work opportunity during school after struggling at first

How To Answer “Tell Us About a Problem You Solved”

When you answer interview questions about problem-solving scenarios, or if you decide to demonstrate your problem-solving skills in a cover letter (which is a good idea any time the job description mentions problem-solving as a necessary skill), I recommend using the STAR method.

STAR stands for:

It’s a simple way of walking the listener or reader through the story in a way that will make sense to them. 

Start by briefly describing the general situation and the task at hand. After this, describe the course of action you chose and why. Ideally, show that you evaluated all the information you could given the time you had, and made a decision based on logic and fact. Finally, describe the positive result you achieved.

Note: Our sample answers below are structured following the STAR formula. Be sure to check them out!

EXPERT ADVICE

Dr. Kyle Elliott , MPA, CHES Tech & Interview Career Coach caffeinatedkyle.com

How can I communicate complex problem-solving experiences clearly and succinctly?

Before answering any interview question, it’s important to understand why the interviewer is asking the question in the first place.

When it comes to questions about your complex problem-solving experiences, for example, the interviewer likely wants to know about your leadership acumen, collaboration abilities, and communication skills, not the problem itself.

Therefore, your answer should be focused on highlighting how you excelled in each of these areas, not diving into the weeds of the problem itself, which is a common mistake less-experienced interviewees often make.

Tailoring Your Answer Based on the Skills Mentioned in the Job Description

As a recruiter, one of the top tips I can give you when responding to the prompt “Tell us about a problem you solved,” is to tailor your answer to the specific skills and qualifications outlined in the job description. 

Once you’ve pinpointed the skills and key competencies the employer is seeking, craft your response to highlight experiences where you successfully utilized or developed those particular abilities. 

For instance, if the job requires strong leadership skills, focus on a problem-solving scenario where you took charge and effectively guided a team toward resolution. 

By aligning your answer with the desired skills outlined in the job description, you demonstrate your suitability for the role and show the employer that you understand their needs.

Amanda Augustine expands on this by saying:

“Showcase the specific skills you used to solve the problem. Did it require critical thinking, analytical abilities, or strong collaboration? Highlight the relevant skills the employer is seeking.”  

Interview Answers to “Tell Me About a Time You Solved a Problem”

Now, let’s look at some sample interview answers to, “Give me an example of a time you used logic to solve a problem,” or “Tell me about a time you solved a problem,” since you’re likely to hear different versions of this interview question in all sorts of industries.

The example interview responses are structured using the STAR method and are categorized into the top 5 key problem-solving skills recruiters look for in a candidate.

1. Analytical Thinking

Situation: In my previous role as a data analyst , our team encountered a significant drop in website traffic.

Task: I was tasked with identifying the root cause of the decrease.

Action: I conducted a thorough analysis of website metrics, including traffic sources, user demographics, and page performance. Through my analysis, I discovered a technical issue with our website’s loading speed, causing users to bounce. 

Result: By optimizing server response time, compressing images, and minimizing redirects, we saw a 20% increase in traffic within two weeks.

2. Critical Thinking

Situation: During a project deadline crunch, our team encountered a major technical issue that threatened to derail our progress.

Task: My task was to assess the situation and devise a solution quickly.

Action: I immediately convened a meeting with the team to brainstorm potential solutions. Instead of panicking, I encouraged everyone to think outside the box and consider unconventional approaches. We analyzed the problem from different angles and weighed the pros and cons of each solution.

Result: By devising a workaround solution, we were able to meet the project deadline, avoiding potential delays that could have cost the company $100,000 in penalties for missing contractual obligations.

3. Decision Making

Situation: As a project manager , I was faced with a dilemma when two key team members had conflicting opinions on the project direction.

Task: My task was to make a decisive choice that would align with the project goals and maintain team cohesion.

Action: I scheduled a meeting with both team members to understand their perspectives in detail. I listened actively, asked probing questions, and encouraged open dialogue. After carefully weighing the pros and cons of each approach, I made a decision that incorporated elements from both viewpoints.

Result: The decision I made not only resolved the immediate conflict but also led to a stronger sense of collaboration within the team. By valuing input from all team members and making a well-informed decision, we were able to achieve our project objectives efficiently.

4. Communication (Teamwork)

Situation: During a cross-functional project, miscommunication between departments was causing delays and misunderstandings.

Task: My task was to improve communication channels and foster better teamwork among team members.

Action: I initiated regular cross-departmental meetings to ensure that everyone was on the same page regarding project goals and timelines. I also implemented a centralized communication platform where team members could share updates, ask questions, and collaborate more effectively.

Result: Streamlining workflows and improving communication channels led to a 30% reduction in project completion time, saving the company $25,000 in operational costs.

5. Persistence 

Situation: During a challenging sales quarter, I encountered numerous rejections and setbacks while trying to close a major client deal.

Task: My task was to persistently pursue the client and overcome obstacles to secure the deal.

Action: I maintained regular communication with the client, addressing their concerns and demonstrating the value proposition of our product. Despite facing multiple rejections, I remained persistent and resilient, adjusting my approach based on feedback and market dynamics.

Result: After months of perseverance, I successfully closed the deal with the client. By closing the major client deal, I exceeded quarterly sales targets by 25%, resulting in a revenue increase of $250,000 for the company.

Tips to Improve Your Problem-Solving Skills

Throughout your career, being able to showcase and effectively communicate your problem-solving skills gives you more leverage in achieving better jobs and earning more money .

So to improve your problem-solving skills, I recommend always analyzing a problem and situation before acting.

 When discussing problem-solving with employers, you never want to sound like you rush or make impulsive decisions. They want to see fact-based or data-based decisions when you solve problems.

Don’t just say you’re good at solving problems. Show it with specifics. How much did you boost efficiency? Did you save the company money? Adding numbers can really make your achievements stand out.

To get better at solving problems, analyze the outcomes of past solutions you came up with. You can recognize what works and what doesn’t.

Think about how you can improve researching and analyzing a situation, how you can get better at communicating, and deciding on the right people in the organization to talk to and “pull in” to help you if needed, etc.

Finally, practice staying calm even in stressful situations. Take a few minutes to walk outside if needed. Step away from your phone and computer to clear your head. A work problem is rarely so urgent that you cannot take five minutes to think (with the possible exception of safety problems), and you’ll get better outcomes if you solve problems by acting logically instead of rushing to react in a panic.

You can use all of the ideas above to describe your problem-solving skills when asked interview questions about the topic. If you say that you do the things above, employers will be impressed when they assess your problem-solving ability.

More Interview Resources

• 3 Answers to “How Do You Handle Stress?”
• How to Answer “How Do You Handle Conflict?” (Interview Question)
• Sample Answers to “Tell Me About a Time You Failed”

About the Author

Biron Clark is a former executive recruiter who has worked individually with hundreds of job seekers, reviewed thousands of resumes and LinkedIn profiles, and recruited for top venture-backed startups and Fortune 500 companies. He has been advising job seekers since 2012 to think differently in their job search and land high-paying, competitive positions. Follow on Twitter and LinkedIn .

Read more articles by Biron Clark

About the Contributor

Kyle Elliott , career coach and mental health advocate, transforms his side hustle into a notable practice, aiding Silicon Valley professionals in maximizing potential. Follow Kyle on LinkedIn .

About the Editor

Hayley Jukes is the Editor-in-Chief at CareerSidekick with five years of experience creating engaging articles, books, and transcripts for diverse platforms and audiences.

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