Arbitrating Conflict: A Key Skill for Managers

Conflicts & TensionsManagement & LeadershipAll employees≈ 15 min

Key skill: Conflict management & resolution

Summary

Resolve a team conflict without demotivating anyone: know when to choose arbitration over mediation, conduct the interviews, then make a decision that's fair, firm and followed through over time.

Target audience

Anyone who needs to manage conflict

Learning objectives

Evaluate the pros and cons of arbitration
Follow the arbitration process step by step to resolve a conflict
Gather the information needed to reach a fair decision
Consider solutions for resolving the conflict in the short and long term

Module outline

ArticlesThe arbitration solution: sport versus business · The pros, cons and steps of arbitration
Expert videoThe pros and cons of arbitration, the arbitration process for resolving conflict, and how it helps teams grow
AnchoringA quiz and True/False questions to dig deeper into the topic and anchor what you've learned
Memo cardA downloadable coaching memo card: the key points from the expert video
CommitmentConcrete examples to help you define your own commitment

Models & methods

The distinction between arbitration and mediation; a two-step process: individual interviews followed by a group session; a decision that's brief, firm, and followed through.

Research-based

An example from the Swiss bank Pictet & Cie (founded in 1805, around 2,000 employees), which employs a dedicated internal arbitrator for conflicts.