Conflict Resolution

Conflict resolution is the process of resolving a dispute or a conflict by meeting at least some of each side’s needs and addressing their interests. Conflict resolution sometimes requires both a power-based and an interest-based approach, such as the simultaneous pursuit of litigation (the use of legal power) and negotiation (attempts to reconcile each party’s interests). There are a number of powerful strategies for conflict resolution.

Knowing how to manage and resolve conflict is essential for having a productive work life, and it is important for community and family life as well. Dispute resolution, to use another common term, is a relatively new field, emerging after World War II. Scholars from the Program on Negotiation were leaders in establishing the field.

Strategies include maintaining open lines of communication, asking other parties to mediate, and keeping sight of your underlying interests. In addition, negotiators can try to resolve conflict by creating value out of conflict, in which you try to capitalize on shared interests, explore differences in preferences, priorities, and resources, capitalize on differences in forecasts and risk preferences, and address potential implementation problems up front.

These skills are useful in crisis negotiation situations and in handling cultural differences in negotiations, and can be invaluable when dealing with difficult people, helping you to “build a golden bridge” and listen to learn, in which you acknowledge the other person’s points before asking him or her to acknowledge yours.

Articles offer numerous examples of dispute resolution and explore various aspects of it, including international dispute resolution, how it can be useful in your personal life, skills needed to achieve it, and training that hones those skills.

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Case Study of Conflict Management: To Resolve Disputes and Manage Conflicts, Assume a Neutral 3rd Party Role

PON Staff   •  06/20/2017   •  Filed in Conflict Resolution

case study of conflict management and negotiation difficult conversations and telling the third story

In their book Difficult Conversations: How to Discuss What Matters Most (Penguin Putnam, 2000), authors Douglas Stone, Bruce Patton, and Sheila Heen tell us how to engage in the conversations in our professional or personal lives that make us uncomfortable by examining a case study of conflict management. Tough, honest conversations are critical for managers, … Read More 

How to Resolve Cultural Conflict: Overcoming Cultural Barriers at the Negotiation Table

Katie Shonk   •  06/12/2017   •  Filed in Conflict Resolution

cultural conflict

After recently losing an important deal in India, a business negotiator learned that her counterpart felt as if she had been rushing through the talks. The business negotiator thought she was being efficient with their time. In this useful cross-cultural negotiation example, how should this negotiator improve her negotiation skills? … Read More 

Conflict and Negotiation Case Study: Long-Term Business Partnerships and Negotiated Agreements

PON Staff   •  05/25/2017   •  Filed in Conflict Resolution

Conflict and Negotiation Case Study: Long-Term Business Partnerships and Negotiated Agreements

To protect the future interests of their organization, negotiators sometimes must accept fewer benefits or absorb greater burdens in the short run to maximize the value to all relevant parties – including future employees and shareholders – over time.

Suppose that the operations VPs of two subsidiaries of an energy company are preparing to negotiate the … Read More 

Arbitration vs Mediation: How Negotiators Can Effectively Use Alternative Dispute Resolution (ADR)

PON Staff   •  05/11/2017   •  Filed in Conflict Resolution

arbitration vs mediation and the conflict resolution process in alternative dispute resolution

Arbitration, mediation, and the dispute resolution process – how negotiators can effectively use alternative dispute resolution (ADR), conflict management and conflict resolution techniques to resolve disputes, repair relationships, and find opportunities for value creation at the bargaining table.

It’s often the case that when two people or organizations try to resolve a dispute by determining who … Read More 

Conflict and Negotiation Case Study: The Pitfalls of Negotiations Over Email

PON Staff   •  05/09/2017   •  Filed in Conflict Resolution

conflict resolution online the pitfalls of negotiations over email

Negotiation research suggests that email often poses more problems than solutions when it comes to relationships, information exchange, and outcomes in conflict resolution negotiation scenarios. First, establishing social rapport via email can be challenging. The lack of nonverbal cues and the dearth of social norms regarding its use can cause negotiators to be impolite and … Read More 

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