>A problem is a chance for you to do your best. ## **CONFLICT RESOLUTION** Conflict can arise between parents & child, student & teacher, manager &subordinate. So, you should know how to manage such a situation in an effective manner. Conflict resolution is a big secret towards your success & personality development. Conflict can arise anywhere home & office, but it does not mean that you stop working with people or quit in such a situation. Instead, you should manage such a situation. You should judge the following things in a conflict resolution: 1. Your relationship with conflict recipient 2. Understand the situation & then look for a strategy (Not the same strategy will work in every situation) 3. Dedicate time & energy ## **STRATEGIES FOR CONFLICT RESOLUTION** You can use the following strategies to handle difficult situations or conversations. These strategies are explained in the style of wild animals. In 1970, two famous professors Mr. Kenneth Thomas & Mr. Ralph Kilmann have suggested 5 styles to handle difficult situations. You can learn which of these style suits your situation especially when you face issues in team management. These 5 styles are as follows: ==**1. Competitive style (Shark):**== You are strong towards your decision like a shark fish because you know what the other person wants. This is applied mostly, when you are at some senior position because people might be upset. In other words, you are not interested in knowing the perspective of another person. You keep pushing your point of view until everyone gets agreed to it. ==**2. Collaborative style (Owl):**== This style is compared to an owl. You listen to others carefully & cooperate with them. This style is used to find the best solution out of many perspectives that you are getting from others. You want to satisfy each party. In other words, you want a win-win situation for everyone. ==**3. Compromise style (Fox):**== You find a solution to your situation but not everyone is satisfied because compromises are made. It is used in case of a deadline or to avoid any loss. In other words, you are trying to find a way in between to handle the situation. ==**4. Accommodating style (Teddy bear):**== You keep aside your needs & wishes to fulfill the wishes of others such as clients, employees, etc. You are ready to do sacrifice in this style. You are not strong to say difficult things. ==**5. Avoiding style (Turtle):**== This style is compared to the turtle. You don’t want to be a part of difficult situations or conversations. You do it so because either you are not interested or you don’t want to hurt anyone. You are happy like a tortoise in your shell. This style is best when you know you can’t win this conversation. This is a weak style to manage such a conflicting situation. Every situation is different, every conversation is different. They can take a different turn, so you have to use the styles accordingly. ## **CONFLICTING SITUATIONS** Following are the most difficult situations at your workplace & you should deal with these situations as follows: ==**1. Dealing with an angry customer:**== For example, a customer is standing in front of the customer row. He is asking for a refund after 1 year whereas your customer policy says refund can be done within 3 months. He is not ready to listen and leave the row, due to which customer row is increasing and other customers are facing inconvenience. Now you should take him to some other counter, discuss with him & find a way between. It will satisfy him because his problem is heard and other customers will also be happy because their row is clear. The customer will be happy because you heard his issue & choose an accommodating style. ==**2. Trivial argument:**== This is a case of a small argument. Many small arguments can become big if not handled at right time. These arguments can be within the team or between different teams. They can also occur between two friends. You need to sort out the situation through mutual discussion & agreement. You can also choose to avoid style if someone is lying knowingly & trying to ruin the situation. In such a situation avoidance is the smart way. ==**3. Competing for the right reasons:**== For example, a customer starts shouting on your staff. First, you try to calm down him, but still, if he does not stop, you should take a stand. You should confront him & ask him to go. Although the customer is the priority you have to take the stand of your business. Other customers will feel that you value your business. ## **STEPS FOR CONFLICT RESOLUTION** You should follow these steps in case of an uncomfortable conversation or situation: ==**1. Set the scene:**== Understand the situation & root cause of the problem. If you are a part of such conversation, keep your viewpoint & listen to others also. ==**2. Gather information:**== Try to find out the actual reason that created such a situation. You can take advice from others & discuss how to handle such a situation. ==**3. Agree upon the problem:**== Problem should be understood by both parties before managing such a situation. Both parties should understand the problem to find out the solution. ==**4. Brainstorm to find a solution:**== This can be done in the following two ways: - You can take the help of intrapersonal communication to brainstorm. Talk to your self about how to handle the situation. - You can also take the help of a friend, coach, or senior who can show you the right path regarding conflict management. ==**5. Negotiate a solution:**== Now you have to decide the method to deal with such a difficult situation. You should find a feasible solution that is accepted by both parties. Keep in mind the following three things: - Be calm - Be patient - Have respect Don’t run away from difficult situations rather face it with a strategy. If you follow the steps of conflict resolution, you will find a feasible solution.