Managing Conflicts in 5 Steps

Conflicts & TensionsCommunication & FeedbackAll employees≈ 20 min

Key skill: Conflict management & resolution

Summary

Every conflict moves through five stages — disagreement, interpretation, tension, deadlock, resolution. Recognizing them lets you intervene at each one: keep the dialogue respectful, clear up misunderstandings, and rebuild a lasting working relationship before things get stuck.

Target audience

Anyone who needs to manage conflict

Learning objectives

Manage conflict effectively by understanding its five stages: disagreement, interpretation, tension, deadlock, and resolution
Maintain respectful communication despite disagreements
Avoid mistaken interpretations by asking clear questions
Avoid deadlock by making space for needs and feelings to be expressed

Module outline

ArticlesSelf-assessment: "Me? Responsible for the conflict?" · The five key steps for managing a conflict
Expert videoA detailed look at the five stages of conflict (disagreement, interpretation, tension, deadlock, and resolution) and tips for breaking free at each one
AnchoringA quiz and true/false questions to deepen the topic and anchor what you've learned
Memo cardA downloadable coaching memo card: the key takeaways from the expert video
CommitmentConcrete examples to help you define your own commitment

Models & methods

The five stages of conflict; refocusing on mission and values; involving a third party.

Research-based

Draws on Don Miguel Ruiz's The Four Agreements, notably the agreement "Don't make assumptions."