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Conflict Resolution

Whenever you get a group of individuals together, you are bound to have some sort of conflict. Whether it be a disagreement on a basic item of business, or a major issue with people's personalities, leaders must be prepared to work as listeners, mediators, and negotiators.

The most important key to dealing with conflict is to practice the art of active listening. Active listening is the concept of restating what another person says before stating your opinion. Active listening requires you to think about what the other person has said, and how their opinion impacts your paradigm. The following process has been provided to assist you in dealing with issues which require conflict resolution.

Six Step Process Toward Resolving Conflicts Among Two People

  1. Person A and B come to an agreement to what the conflict issue is.
    (i.e. "What are we disagreeing about?")
  2. Person A states his/her point of view on the issue.
  3. Person B states his/her point of view on the issue.
  4. Person A restates B's statement, and then presents a counter statement.
  5. Person B restates A's counter statement, and then presents a response.
  6. Steps 5 and 6 are repeated until an agreement has been reached to resolve the conflict.

TIP: Individuals who can remain patient, while using active listening techniques, are typically the most successful negotiators in conflict situations.

Something else to keep in mind is that not all conflicts will be resolved. Many times, people will have legitimate arguments which will not end in both parties agreeings. The end result of conflict resolution processes could include:

While the suggested result of conflict resolution is Win-Win, a No Deal situation may be the only alternative. If possible, avoid ending up in a Win-Lose or Lose-Lose situation, as this will leave individuals dissatisfied, and this may cause further tention or apathy within the club.

If you are having specific conflict related issues within your club which you feel you cannot handle, contact your club advisor or contact the Student Activities Office for additional advice and guidance.