What is conflict resolution?

Often the most effective way forward is to involve another person who can bring the independence and objectivity necessary to help those locked in the conflict to think differently. The person needs to be able to give the necessary time to understand the context fully and be able to gain the trust of all parties.

Depending on the nature of this conflict this can sometimes be done relatively informally although, it is always wise to set down in writing what each party expects. It is also important to identify a third party who has learnt the necessary skills to work independently and in a way which leaves all the decisions to those involved in the conflict rather than imposing ideas of their own. If the decision is not 'owned' by those involved then the agreed action is not likely to happen. Key skills would include those of effective communication, active listening, open questioning and reflecting back. Emotional intelligence and the ability to empathise while remaining objective are also important.

If a situation has become complex or is likely to be very sensitive then mediation may be appropriate to consider, for example; workplace disputes (employer/employee or employee/employee), unresolved grievances or complaints at work or at home, bullying/harassment, breaches of contract. Accredited, independent mediators are specially trained to facilitate the affected parties to work through their conflict. This brings enormous relief to the parties, reduces costs, reduces negative feelings (which when extreme can cause ill health) and in some cases will prevent a situation going to the judicial system.

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