Conflict Resolution

This document discusses conflict resolution skills and techniques in various scenarios. It explores the importance of conflict resolution in different contexts and provides strategies for resolving conflicts and maintaining positive relationships.

Conflict Resolution
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Table of Contents
Scenario 1....................................................................................................................................................2
Scenario 2....................................................................................................................................................3
Scenario 3....................................................................................................................................................4
References...................................................................................................................................................6

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Scenario 1
In the given scenario, the coach observes that his team was not strong according to his
expectations. He found out that a girl whose name was Sue and she used to came late and was
not good at work. The other girls use to giggle her, ignore her, and was making fun behind her.
Hence, it was required to motivate the girls to make a strong team to win every match. The
trainer should possess conflict resolution skills to resolve the conflict between the girls. Intrinsic
motivation model can be used to motivate the team members as it is beneficial for enhancing the
p erformance of the team (Moed et al., 2015). The coach will building a strong relationship
among the girls by creating a bond among them. The strong bonding would make the team
members to care for each other and get success in every match. It needs to be understood that
motivation needs to get started on the pitch of training. Here, the trainer was required to create a
positive environment around the training for Sue and other girls. The trainer is required to
educate the team regarding the impact and effects of conflict on the execution of the activities
from the team. An open communication platform or a positive interaction between the teammates
could be set to make them aware of the negative impacts of conflict (Albers, Wohlgezogen &
Zajac, 2016). The trainer will encourage communication as conflict arises from
miscommunication. By encouraging communication, the environment of the team starts to
support open as well as honest communication, which would help Sue to feel comfortable in
discussing her issues of coming late for the training.
Conflict resolution skills such as communication, problem-solving, or team work are critical for
a person in resolving the conflict (Chou et al., 2016). Communication is the most important skills
which helps the trainer for using active listening techniques such as asking questions. The trainer
can ask questions and listen properly to the answer to Sue so that he could understand the main
problem of conflict. Collaborating is one of the techniques of conflict resolution that could be
used to get the win-win result (Cohen-Chen, Crisp & Halperin, 2017). The trainer will take a few
of the necessary steps to get a win-win solution for all such as –
Preserve the relationship: If the trainer goes into the situation with the relationship in his
consciousness, then he would be taking the right attitude. It will provide a win-win opportunity
and consider his skill of adopting a conflict resolution approach.

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Collect information: The trainer requires to collect all necessary information needed for
resolving the conflict. He needs to determine the wants of all the group members for finding a
possible solution to get a positive outcome.
Develop a safe environment: The environment requires to be safe for making the team
comfortable so that they could meet the goal. The trainer will show empathy, which shows that
he understands the situation from his personal experiences.
Brainstorm possible solutions: He will brainstorm ideas, focus on the future, and talk about the
situation to the team to tackle the problem together.
Negotiate the solution: The trainer will ensure that after leaving the situation, all must have win-
win feeling and make the girl understand the positive impact of maintaining a relationship.
Scenario 2
Conflict is a situation in which one or more parties perceive the threat, and it should be resolved
in a healthy way (Garaigordobil & Martínez-Valderrey, 2015). If the conflict is handled
respectfully and positively, then it provides an opportunity to strengthen the bond between the
two people. To successfully resolve the conflict while remaining respectful and ensure the safety
of both the trainer and the client, the trainer needs to learn two core skills of conflict resolution;
one is quick stress relief, and the other is emotional awareness.
Quick stress relief – It shows an ability to relieve stress in a moment quickly. Managing and
relieving stress is a key factor to stay balanced and focused (Ackermann, Eden & Pyrko, 2016).
If a person does not know the way to control himself, then he will become overwhelmed in the
situation of conflict and failed to respond in a healthy and respectful way. Same in the given case
scenario, the trainer must have the ability to manage as well as relieve stress to overcome the
situation in a positive way because the client gets agitated and yelling at him. The conflict arises
between the trainer and client due to the argument regarding the choice of exercise that the
trainer has made for the client for recovery. Therefore, the trainer will relieve his stress and act
peacefully to resolve the conflict.
Emotional awareness - It shows the ability to remain comfortable with one's emotions to react
positively. It is one of the aspects of understanding oneself and others. If a person does not know
the way he feels in any matter, then he would not be able to communicate effectively with the

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other or resolve the dispute. Emotional awareness is one of the key factors in resolving conflict
as it manages all the feelings of an individual appropriately (Jiang, Flores, Leelawong & Manz,
2016). If the trainer develops this skill, then he could understand the main reason that troubled
the client. He could also communicate with the client effectively and clearly and remain
motivated until the conflict between them is resolved.
Yielding conflict style is the most appropriate for the given case as it is categorized by a high-
level of concern for others as well as low-level of concern for oneself (Le Nguyen, Larimo &
Ali, 2016). The trainer could use this conflict style to maintain stability as well as a positive
relationship with the client. An individual with a yielding conflict style put aside his personal ego
and tends to harmonize the demand of others for social relationship. The trainer can accurately
read verbal as well as non-verbal communication of the client by staying calm. He can also avoid
disrespectful words or actions to resolve the conflict fast in a respectful way. He will also try to
motivate the client to do the training session properly and regularly for the recovery process as
he was met with an accident a year ago.
Scenario 3
In the given scenario, an employee is working in a fitness center whose manager has a solid
reputation in the center. The employee could learn a lot under the manager, but both of them
have different opinions about increasing sales or training techniques. It is essential for the
employee to maintain a strong working relationship with the manager to earn a reputation in the
industry and learn various innovative things (Methot, Lepine, Podsakoff & Christian, 2016).
With the effective working relationship, an employee can improve team work as well as the
morale of the other members. It will also help in increasing the retention rate of the employees as
well as the productivity of the staff. Several steps could be taken by the employee for building a
positive working relationship as well as reputation in the industry which are as follows –
Honest as well as open communication – Honest and open communication is the critical factor
for maintaining a good relationship with all (Colbert, Bono & Purvanova, 2016). People used to
communicate in many ways, but it is significant to recognize the way they communicate with the
other. An employee in the given case can use clear and precise language to prevent
misunderstanding with the manager. The working relationship could be more positive if the
individual communicates more effectively and efficiently.

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Active listening – It is a type of skill that helps in gaining trust quickly. With the help of this
skill, the employee could focus or listen properly to what the manager or the co-workers say. It
will help in building trust with the other.
Stay positive – Positivity is spreadable, and people like to stay around the positive persons. With
a positive feeling, a person can create energy and strengthen the working relationship with the
colleagues (Hur, Moon & Rhee, 2016). An employee will be decisive in her work to strengthen
the relationship with the manager.
Respect – By respecting the colleague with who a person is working shows that he values his
ideas and views. Respecting the values of each other members helps to create a positive working
relationship between both the parties (Chu, 2016). With this step, the manager can welcome the
different opinions of her employees, and the employees should also respect the decision provided
the manger to them.
The case reflects that the worker can build a reputation in the industry by innovating new
techniques for training the clients and use different methods to increase sales of the fitness
center. She could also adopt other ways like she should be helpful, humble, and patience in the
workplace. She should make apologize when she made a mistake or done anything wrong. The
employee can improve the business of fitness center by enhancing the customer services or
installing software for the management of the services. In this way, a good reputation can be
built in an industry by the workers.

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References
Ackermann, F., Eden, C., & Pyrko, I. (2016). Accelerated multi-organization conflict
resolution. Group Decision and Negotiation, 25(5), 901-922.
Albers, S., Wohlgezogen, F., & Zajac, E. J. (2016). Strategic alliance structures: An organization
design perspective. Journal of Management, 42(3), 582-614.
Chou, M. Y., Amo, R., Kinoshita, M., Cherng, B. W., Shimazaki, H., Agetsuma, M., ... &
Higashijima, S. I. (2016). Social conflict resolution regulated by two dorsal habenular
subregions in zebrafish. Science, 352(6281), 87-90.
Chu, L. C. (2016). Mediating positive moods: the impact of experiencing compassion at
work. Journal of nursing management, 24(1), 59-69.
Cohen-Chen, S., Crisp, R. J., & Halperin, E. (2017). A new appraisal-based framework
underlying hope in conflict resolution. Emotion Review, 9(3), 208-214.
Colbert, A. E., Bono, J. E., & Purvanova, R. K. (2016). Flourishing via workplace relationships:
Moving beyond instrumental support. Academy of Management Journal, 59(4), 1199-
1223.
Garaigordobil, M., & Martínez-Valderrey, V. (2015). The effectiveness of Cyberprogram 2.0 on
conflict resolution strategies and self-esteem. Journal of Adolescent Health, 57(2), 229-
234.
Hur, W. M., Moon, T., & Rhee, S. Y. (2016). Exploring the relationships between compassion at
work, the evaluative perspective of positive work-related identity, service employee
creativity, and job performance. Journal of Services Marketing, 30(1), 103-114.
Jiang, X., Flores, H. R., Leelawong, R., & Manz, C. C. (2016). The effect of team empowerment
on team performance: A cross-cultural perspective on the mediating roles of knowledge
sharing and intra-group conflict. International Journal of Conflict Management, 27(1),
62-87.

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Le Nguyen, H., Larimo, J., & Ali, T. (2016). How do ownership control position and national
culture influence conflict resolution strategies in international joint
ventures?. International Business Review, 25(2), 559-568.
Methot, J. R., Lepine, J. A., Podsakoff, N. P., & Christian, J. S. (2016). Are workplace
friendships a mixed blessing? Exploring tradeoffs of multiplex relationships and their
associations with job performance. Personnel psychology, 69(2), 311-355.
Moed, A., Gershoff, E. T., Eisenberg, N., Hofer, C., Losoya, S., Spinrad, T. L., & Liew, J.
(2015). Parent–adolescent conflict as sequences of reciprocal negative emotion: Links
with conflict resolution and adolescents’ behavior problems. Journal of youth and
adolescence, 44(8), 1607-1622.