APPROACHES IN RESOLVING

CONFLICT
 Activity:
Conflict Management Questionnaire
Directions: Answer the questions by indicating how
you would behave rather than how you think you
should behave. Each question provides a strategy for
dealing with a conflict. Rate each statement on a
scale of 1 to 4.

1 = Rarely 2 = Sometimes 3 = Often 4 =

• How to score the Conflict Management Questionnaire:

• As stated, the 15 statements correspond to the five conflict resolution

styles. To find your most preferred style, total the points in the
respective categories. The one with the highest score indicates your
most used strategy. The one with the lowest score indicates your least
preferred strategy. However, if you are a leader who must deal with
conflict on a regular basis, you may find your style to be a blend of
multiple styles.
Collabora Competi Avoidin Accommo Compro
ting ng g dating mising
1  2 4 1  6 2  3 4  2 4 
5  4 9 1  10 4  11 4  8  4
7  4 12 3  15 2  14 4  13  2
 10 Tot Tot Tot Tota  10
Total al 5  al 8  al 12  l
                   
Analysis

1. From the result of the inventory, how do you

describe your conflict resolution/management style?
2. Among the conflict resolution styles, what do you
think is the best response in each conflict situations?
3. Why is it important to understand the different
conflict resolution styles?
 Outline

Definition of Conflict Resolution

Styles of Resolving Conflict
Effective Communication
Methods of Resolving Conflict
 Conflict
Resolution
• Miller (2003:8) views conflict resolution as “a
variety of approaches aimed at terminating
conflicts through the constructive solving of
problems, distinct from management or
transformation of conflict”.

• Miall et al (2001:21) indicates that by conflict

resolution, it is expected that the deep-rooted
sources of conflict are addressed and resolved,
and behavior is no longer violent, nor are
attitudes hostile any longer, while the structure of
the conflict has been changed.
Conflict Resolution
• Banks (1996) see conflict resolution as:
 an outcome in which the issues in an
existing conflict are satisfactorily dealt with
through a solution that is mutually acceptable
to the parties, self-sustaining in the long run
and productive of a new, positive relationship
between parties that were previously hostile
adversaries; and
 any process or procedure by which such an
outcome is achieved.
Styles in
Responding
Conflict

• Different kinds of people and

situations

• “movement towards” or
“movement against” or movement
away (Castro and Galace, 2010)
• Assertive (satisfying your own
concerns); cooperative (satisfying
other person’s concern) or both
Styles in Responding
Conflict

Schilling (2012) said that aside

from issues, the desired goals
and relationships can also
influence the kind of response
or style in dealing the conflict.
Conflict
Modes
Avoidance
• There is no movement towards or against another in the
avoidance response style. Avoiding individuals moves away
from another and do not address the conflict instead, they
deny it and keep it hidden. For them, conflict is hopeless
and they would rather accept disagreements and get out.
They will not assert, they will also not cooperate. They just
hope and allow time to solve the problem.
• Avoidance reflects a low concern for the issue and of
relationships. The longer the time the conflicting parties
resolve, the more difficult it becomes. When parties avoid
each other, they lose since they do nothing to their
problem.
Accomodation
• Accommodation is giving up or giving in to the other person. The
individual neglects his/her own concern in favour of satisfying the
concern of the other. The individual is unassertive and very
cooperative. They tend to be selflessly generous or charitable, giving
in and deciding that one’s concern is no big deal. They yield to
another’s point of view, and obey although they prefer not to.
Accommodating individuals ignore and put higher stakes to
relationships. For them, conflict is usually disastrous therefore, it is
better to keep one’s peace.
Compromise
• People who compromise are moderately
assertive and moderately cooperative. Their
objective is to find an expedient, mutually
acceptable solution that partially satisfy both
parties. Compromising is in the middle of
accommodating and competing, giving up more
than competing but less than accommodating.
It means seeking the middle-ground apposite,
splitting the difference or exchanging
concessions. For the compromiser, conflict is
mutual difference best resolved by cooperation
or compromise. If each comes half way,
progress can be made by democratic process.
Competition/ Confrontation/
Domination (I win, you lose)

• Competing is a movement against another

response. It is power-orientated, assertive, but not
cooperative. Individuals will assert themselves in
pursuing their interest even at other people’s
expense. Competition means defending a position
and pushing it through, believing it to be correct,
or simply due to the desire to win---even by force.
In competition, the perspective is that conflict is
obvious, some people are right and others are
wrong. Very important is who is right and
pressure and coercion are necessary. The issues
are of much importance while relationships are
least considered.
Collaboration (I
win, you win)
• In collaboration, the parties are both assertive and
cooperative. They move towards the other in order
to find a solution that fully satisfies their concerns.
Different opinions are tackled, weighed against
each other and measured against the common aim.
Differences are welcomed although they assert
their own views while also listening to others’ view.
Collaborating between two persons might take the
form of exploring a disagreement to learn from
each other’s insights, resolving some condition
that would otherwise have them competing for
resources, or confronting and trying to find a
creative solution to an interpersonal problem.
• The different responses to conflict sometimes
help people resolve their conflict, sometimes
do not. It depends on many factors like
whether the response manifested in a conflict
situation is appropriate to what the situation
calls for.
• How each person uniquely responds to his/her conflicts is
influenced by one’s perception of his/her situation, traits,
feelings, interpretations, interests, goals, etc. How the
person exhibits these traits during a conflict will also affect
how the other party/person will perceive his/her conflict
situation vis-à-vis his/her personal traits and how he/she is
perceiving the reaction/response he/she is getting from the
other.
Effective Communication for

Conflict Resolution

• Communication is the
sending and receiving of
messages. We communicate
because we want to make
known our thoughts, feelings
and needs to others.
Effective Communication
• It has the following elements: 1) the source
or the sender (of the messages), 2) the
message itself (idea, emotion, value, others),
3) channel or medium of communication
(e.g. face-to-face, through mails, broadcast,
radio or television, other means), 4) receiver
(of the message), and 5) feedback. Feedback
facilitates the process of knowing how a
message affects a person and how it is
perceived by the receiver of the message.
• The blackened portion in the middle of two
circles indicates the level of the message
becoming common to both. This means that
communication is not very successful
because only a small portion of the message
is common to both. Perhaps the sender was
not able to relay the message very clearly,
that is why only a small part of the message
was heard or captures by the receiver.
• the message of the source is almost relayed
in full to the receiver. There is only a small
part that is not common to both. It is
possible that some distractions have caused
it. It is also possible that no matter how
good the source was in relaying the message,
if the receiver was not equally good in
capturing the message, then the
communication was not 100% effective.
• It is an ideal situation. Going back to
the message “I would like to become
an agent of change” that was relayed
to another person. If the message
received by the other person is
exactly the same as the one above, the
communication was successful.
THE PLOT OF COMMUNICATION

PLOT OF COMMUNICATION
PROBIN Go beyond words and actions. Seek
G clarifications.
LISTENIListen with our ears, as well with our hearts.
NG Stop talking. Ability to read “nonverbal”
messages.
OBSERV Observe actions, body language, tone of
ING voice, etc.
 METHODS
OF
RESOLVING
CONFLICT
• DIALOGUE defines as a conversation
between two or more persons, where
exchange of ideas on a certain political or
religious issue, with a goal of settling dispute.
METHODS OF RESOLVING
CONFLICT
• DIALOGUE must have the following three main qualities:
a. Respect characterized by acceptance of each other’s differences (I
know you are different from me, but it is OK)
b. Esteem/Wonder which goes beyond recognition of differences but
seeing these as source of one’s self enrichment (I know you are different
from me but I like it because your being different from me does not
diminish me, but it is a source of my enrichment)
c. Love for each other (I know you are different from me but I love you)
METHODS OF
RESOLVING CONFLICT

• “are we prepared to reach

out?”
• This is because dialogue is
opening up. It is reaching
out. It talks not about
either one of us, but it is
about you and me.
METHODS OF CONFLICT
RESOLUTION
• The following qualities must be present in a dialogue:
a. Silence – the best way to listen is to keep quiet to be able to
hear what the other person is saying. We continue to disagree if
we only listen to ourselves. How can we wonder if there is no
silence?
b. Position – we can dialogue only from a strong position. There
can be dialogue if we have no convictions.
c. Tension – It is permissible to undergo a period where we feel
the tension in the process of “dialogue-ing.” It is not because we
want to fight, but simply because we want to seek the truth.
d. Patience – dialogue cannot happen overnight. It cannot be
rushed. We have to be patient with ourselves and with others to
be ready to engage in to the process of a dialogue. We cannot
force the bud to open.
METHODS OF CONFLICT
RESOLUTION

• NEGOTIATION
• The term “negotiation” consists of several definitions depending on
the angles or perspectives at which different scholars view it.
Therefore, negotiation can be defined as a peaceful way of ending a
conflict or a situation that may lead to conflict. It is also an exercise
geared towards influencing somebody or something.
• Negotiation can only be achieved when there is communication
between parties either before the escalation or at the de-escalation
point when communication has been restored.
• When negotiating, we are trying to persuade each other to see
things/issues our own way. The main goal of negotiation is to meet
certain interests or needs in a collaborative or peaceful manner.
METHODS OF CONFLICT
RESOLUTION

• MEDIATION
• This method of conflict resolution
involves neutral third party, a mediator
who is responsible for facilitating
dialogue and discussion between the two
conflicting parties. The mediator helps
them with a process of identifying the
root causes of the conflict. The parties
are also assisted to appreciate the views
of each other and accept their situation
before common searching for solution to
their problems.
METHODS
OF
CONFLICT
RESOLUTIO
N
METHODS OF CONFLICT
RESOLUTION
• ARBITRATION
• Arbitration can simply be defined as the use and assistance
of a neutral third party in conflict, who listens to evidence,
put forward by parties in conflict, and later takes a decision
which is expected to be binding on the parties. The decision
taken by an arbitrator is usually referred to as an award.
• Arbitration is similar to mediation, and close to adjustment,
but different from both. The crucial difference between
judicial settlement and arbitration is that, arbitration
allows the parties to select the tribunal, whereas parties
have no control over the composition of a judicial body.
ASSESSMENT
: ONLINE REFLECTION
IN GOOGLE
CLASSROOM.
What is the importance of
using peace promoting
approaches in resolving