Preventing Conflict Escalation

Conflicts & TensionsCommunication & FeedbackAll employees≈ 20 min

Key skill: Conflict management & resolution

Summary

A minor conflict festers when you keep adding logs to the fire. Spot the three drivers of escalation — competitive personality, emotional hurt, and assigning blame — to defuse it before it breaks, without buying a false peace.

Target audience

Anyone who has to manage conflict.

Learning objectives

Defuse an escalating conflict by separating its source from what's inflating it
Identify escalation factors: small "acts of revenge," competitive personality, emotional wounds, and assigning blame.
Negotiate with a competitive person.
Encourage the expression of emotional hurt.

Module outline

ArticlesEveryday small acts of revenge (interactive exercise) · Distinguishing different types of conflict behavior
Expert videoWhy it matters to separate the source of a conflict from its inflation, and understanding the forms conflict escalation can take
AnchoringA quiz and True/False questions to dig deeper and lock in 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

Distinction between the source of a conflict and its inflation; three escalation factors; graduated responses across three intensity levels.

Research-based

Escalation factors model inspired by researcher Jean Poitras's work on conflict management.