Module 6 Lesson 3. Conflict Resolution
Conflict resolution is a teachable, repeatable process. Most managers avoid it because they were never taught it.
A Practical Resolution Process
Address it early — small problems resolve, big ones explode.
Find a private, neutral space.
Set the tone — "I want us both to come out of this still working well together."
Listen to each side fully — separately first if emotions are hot.
Identify shared interests — almost always more than people think.
Generate options together.
Agree specific actions and a review date.
Interest-Based Negotiation (Fisher & Ury)
Separate the people from the problem.
Focus on interests, not positions.
Generate multiple options before choosing.
Use objective criteria to evaluate.
The Hard Conversations
Open with your intent and what you observe ("I want to talk because I noticed…").
Stay curious, not certain.
Avoid "always" and "never" — they invite defensiveness.
End with a clear next step both parties agree to.
When to Escalate
Bring in HR, mediation, or senior leadership when behaviours cross policy lines (discrimination, bullying, safety), when you are personally involved, or when repeated attempts have failed.
Try This
Pick a low-stakes disagreement on your team. Practise the steps above. The habit forms on small things first.