COMPETENCE 14: CONFLICT RESOLUTION
The ability to identify, address and resolve differences between individuals and/or interest groups.
Introduction
Conflict resolution is the process of identifying and addressing differences that, if unmanaged, would affect the delivery of change initiatives and the culture of the workplace. Effective conflict resolution exploits healthy conflict to support group development and learning and addresses negative conflict to prevent differences from becoming harmful elements in a change initiative.
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KNOWLEDGE
Knowledge of ways to identify conflict.
APPLICATION
Take a proactive approach to identify and address potential conflict situations which may impact a change initiative.
Consider:
- The potential positive and negative impacts of conflict.
- Sources of conflict, including seniority, context, situation, proximity and communication styles.
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KNOWLEDGE
Knowledge of different indicators of conflict.
APPLICATION
Take an impartial approach to investigating the cause of conflict and supporting others to resolve conflict.
Consider:
- The external and/or internal pressures that can create or fuel conflict.
- The benefits of encouraging parties to take responsibility for resolving their own conflict.
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KNOWLEDGE
Knowledge of the techniques that are available to facilitate conflict resolution.
APPLICATION
Respond appropriately and promptly to conflict situations where intervention is required, giving due respect to the views, opinions and concerns of all parties.
Consider:
- Ways to gain appropriate resolution, including active listening, appropriate discussion and exploration of alternative options, to reach an understanding that leads to an agreed way forward.
- The benefits of active communication, objectivity and impartiality in the management of conflict resolution.
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KNOWLEDGE
Knowledge of the ways to evaluate and implement measures and the resources available to provide advice.
APPLICATION
Evaluate and implement conflict resolution measures, seeking assistance from others when necessary.
Consider:
- The appropriate negotiation techniques to aid resolution.
- The mix of internal, external and virtual sources to provide specialist advice.
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KNOWLEDGE
Knowledge of ways to confirm success of conflict resolution measures.
APPLICATION
Monitor the extent to which conflict resolution measures are successful.
Consider:
- The ways in which to assess collaboration in the workplace.
- The use of active communication to support resolution.
- The indicators of satisfaction or dissatisfaction with the resolution.