CONFLICT RESOLUTION: WHAT IT IS FOR AND TECHNIQUES - JOB - 2025

The conflict resolution is a technique that solves personal or professional problems that may occur at certain times and in which a decision is required urgently.

Conflict resolution techniques aim to solve these problems, excluding violent methods that are sometimes easily used. Therefore, it is intended to resolve conflicts to obtain feasible results, peacefully through negotiation, being lasting over time.

It is important to note that for a conflict to be resolved, through conflict resolution techniques, both parties must adopt a change of attitude. Therefore, assuming the techniques of conflict resolution entails a change in the person's behavior.

This article will discuss various techniques with which it is possible to deal with such conflicts. They are tools that will be useful to address complicated situations, where you must face and act, not only to get out of the momentary situation, but also to maintain an ideal working environment and relationship with other people.

How does showing an empathic attitude benefit in conflict resolution?

According to several studies, conflicts are derived from competitiveness, intolerance, poor communication, poor expression of feelings and authoritarianism. Therefore, in conflict resolution, the following qualities must be taken into account: empathy, cooperation, communication, tolerance and emotional expression.

If these techniques can be characterized by something, it is because of the importance of empathy. Thanks to this it is possible to position the people involved in the conflict in another role, thus obtaining the possibility of reflecting and giving their arm to twist in a faster and more feasible way.

Participation and dialogue in conflict resolution

Participation and dialogue are related to conflict resolution through mediation. This conflict resolution technique involves a methodology where both parties can manage their problem without being characterized as positive or negative. The problem is managed as if it were neutral, keeping in mind the search for an effective and timely solution at the time.

Every mediation process constitutes a series of fundamental principles:

1. Both parties must admit, when necessary, the need for outside help to the problem.
2. Take responsibility for the problem caused.
3. Respect for oneself and for the other must prevail over all conflict.
4. Creativity can be an essential axis to solve the conflict.
5. Possibility of learning during the conflict.

Conflict resolution techniques use medication as a fundamental principle and the figure of the mediator as the most important character. Especially, it is used in educational centers as a technique to resolve conflicts between equals, since there is the figure of the mediator as a representative of the group / class, who has been previously chosen by the classmates themselves.

Necessary principles for conflict resolution

The technique of conflict resolution begins with reflecting on the conflict. In the first place, the mediator will have to make both parties answer the following questions: Why are we getting angry? What annoyance do I have? How have we reacted to the situation?

Secondly, the idea that the human being, for survival, tends to carry out the "reptilian" behavior, or what is the same, attack or flee, depending on the moment, cannot go unnoticed.

In order not to resort to this situation, education plays a fundamental role. This is because it is used as a control or self-control tool, depending on how you look at it.

From here, we will develop six fundamental principles that make up conflict resolution:

Tranquility

It is used to appease both parties, generating a communication channel that allows for confidence and the different paths to be followed to find a solution to the problem can be analyzed. In this way, tensions are reduced and calm in the context is stabilized.

It is important to note that if both parties are not calm and available to perform conflict resolution, it is inappropriate to continue with the process.

Empathize

The mediator asks those affected by the emotions that have arisen in the conflict and by the feeling that has led them to the confrontation. It is necessary that they express what they feel and how they are living the moment.

Collaborative solutions

The mediator must analyze the initial and central point of the conflict, bringing it closer to the common thought that both parties have. In this way, it is intended that both parties see what they have in common and facilitate the way for both to find the solution.

Empathize

The two parties must acquire empathy and accept the established agreement, assuming their mistakes.

Compensation

When the parties assume their error, it should be possible to compensate the damages caused to the other person while the conflict has developed. When one of the two parties opposes this step, it is observed that the previous ones have shown an error. In this case, the mediator must give the solution.

Conflict resolution techniques

We present the ten techniques that, based on mediation and taking into account the principles of conflict resolution, are effective to be used in any context.

The calm

It is an appropriate technique to use in times of excessive violence, especially in educational centers.

Both parties are sent to a corner of the venue to calm down. It is not a punishment, but in this way time is saved while the parties try to calm down to take the appropriate steps.

Once they have calmed down, deep inner breathing should be practiced counting to ten, so that the parties calm down and they can sit silently listening to the other and the mediator.

While it is true that this technique is not expected to achieve a quick solution, it takes care of postponement. However, it is often the case that when the parties are calm, they sometimes tend to reflect on the possibility of avoiding conflict.

In this case, the mediator must verify that there is no resentment on both sides and then they may leave the place.

Arbitration

In this case, both parties are given the possibility to tell their point of view of the situation generated. Each person has to first say what problem is happening, by way of a headline, and describe what happened. The moderator should then help find a solution.

Through this technique the person is given the opportunity to hear from the other what he himself has said. In this way, the affected person can corroborate and modify her message, since she is giving a real sample of what she has tried to convey.

It is an effective technique that, if it does not allow to resolve the conflict, leads to clarifying the situation.

To do this, you need to start with phrases like "what you mean is…". Try to point out the emotional content of the situation, for example, "it gives the feeling that you are feeling…". To do this, it is necessary that what we are trying to say is perceived naturally.

Tell stories

In this case, the situation will be normalized through the story. Begin the story with, for example, “Once upon a time…” introducing the names of the conflict participants in the story, and doing it in the third person (in this way those involved can analyze the situation from outside).

Once the story reaches the conflict, the participants and some people who are close to the conflict, propose how to solve it. In this way, the story ends by reaching a conclusion, and the characters who have participated are asked if they think it is possible that they will do their part to solve the problem.

The objective discussion

The mediator should report the situation calmly and calmly. It is important that you refer, only and exclusively, to the problem without mentioning previous or subsequent situations.

At this point, the mediator should say how you feel. Talk about the situation always focusing on your discomfort without saying anything that interferes with the participants in the conflict.

From here, the people involved will be asked what solution to adopt, because in this way they will observe the conflict objectively.

The trial

Taking into account that the situation may occur in a classroom or in a work group, all members will be told about the problem generated and the people involved must remain silent.

Once the mediator has reported the problem, the members will be asked to propose a solution, in this way they will observe what the colleagues think and will obtain other points of view different from their own.

The role change

A simulation is carried out, where the members of the conflict participate once they have calmed down. The situation is generated and, once the moment arrives, the roles are exchanged.

Once the situation is reversed, the other party's point of view is analyzed from objectivity. They are also asked to give a possible solution after having observed the other person's point of view.

The problematic puppet

Puppet dolls are used to present themselves as the bearers of the solution to the problems. The dolls must be personalized by all children, as they must be familiar.

These dolls will be used to dramatize the problems that arise. The puppet will begin to be used as the situation is recreated, stopping when the conflict is discussed.

When the time comes for conflict, group members will be asked for their opinion on how the conflict is resolved. Once the situation has been selected, the components of the conflict should be asked if they see it as viable. If so, the dolls will be saved.

The positive and the negative

Once the conflict has originated, each of the members must say what they do not like about the other person, pointing out what it is that, according to their point of view, has caused the conflict.

Having indicated the reason for the conflict, each party, after saying what they do not like about the other person, should proceed to provide a possible solution to the other person. From here, after having made the proposals, both parties have to decide which is the most suitable.

Finally, selecting the path that they are going to use to change the situation, each party should highlight what they like best about the other person and what they would positively highlight in this conflict resolution.

The thinking chair

This technique has been traditionally used in school, since the thinking chair has the possibility for children to reflect reflection on young children.

To do this, a chair must be placed away from the context where the conflict originated. And once this has appeared, the mediator must separate the children, sending each one to a different thinking chair.

Finally, when a few minutes have passed, they are called to tell what happened to them, giving each of the parties a turn to speak, and a common agreement is reached to solve it.

References

1. GUTIÉRREZ GÓMEZ, G. AND RESTREPO GUTIÉRREZ, A. (2016). Support material for the program: "Strategies for the early prevention of violence in children."
2. IGLESIAS ORTUÑO, E. (2013). Mediation as a Method for Conflict Resolution: Concept, regulation, typology, profile of the mediator and initiatives in Murcia. Murcia Social Work Magazine TSM, 1 (18), (8 - 36).
3. PÉREZ GARCÍA, D. (2015). Conflict resolution. Emotion. Journal of Education, Motricity and Research, 1 (4) (79 - 91).