Steps in Managing Conflict

One of the most helpful things to know about managing conflict is that it needs to be handled in two separate and distinct steps. Mixing the two or jumping into the second step without having completed the first step is a common mistake and one to be avoided. Here are the steps for managing conflict.

Step 1: Venting—This involves listening to people so that they feel heard and so that their built-up emotions are diffused. People are rarely ready to move on to solutions until they have had the opportunity to fully vent their feelings.

Step 2: Resolving the issue—When it appears that feelings have been expressed and all differing views have been heard and acknowledged, help members resolve the issues. This involves taking a structured approach to help group members reach solutions. Resolution can come through a collaborative problem-solving activity, helping members create an acceptable compromise, or supporting some members in accommodating or consciously avoiding the topic temporarily to allow time for emotions to further cool. Let’s look at these steps in detail.