The conflict resolution It is a technique that solves personal or professional problems that can occur at certain times and in which a decision is urgently required..
Conflict resolution techniques aim to solve these problems, excluding violent methods that are sometimes easily used. Therefore, it is intended to resolve conflicts to obtain feasible results, peacefully through negotiation, being durable over time..
It is important to note that for a conflict to be resolved, through conflict resolution techniques, both parties must adopt a change of attitude. Therefore, assuming conflict resolution techniques entails a change in the person's behavior.
This article will discuss various techniques with which it is possible to deal with such conflicts. They are tools that will be useful to address complicated situations, where you must face and act, not only to get out of the momentary situation, but also to maintain an ideal working environment and relationship with other people.
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According to several studies, conflicts are derived from competitiveness, intolerance, poor communication, poor expression of feelings and authoritarianism. Therefore, in conflict resolution, the following qualities must be borne in mind: empathy, cooperation, communication, tolerance and emotional expression..
If these techniques can be characterized by something, it is because of the importance of empathy. Thanks to this, the people who intervene in the conflict can be positioned in another role, thus obtaining the possibility of reflecting and giving their arm to twist in a faster and more feasible way..
Participation and dialogue are related to conflict resolution through mediation. This conflict resolution technique involves a methodology where both parties can manage their problem without being characterized as positive or negative. The problem is managed as if it were neutral, keeping in mind the search for an effective and timely solution at the time.
Every mediation process constitutes a series of fundamental principles:
Conflict resolution techniques use medication as a fundamental principle and the figure of the mediator as the most important character. Especially, it is used in educational centers as a technique to resolve conflicts between equals, since there is the figure of the mediator as a representative of the group / class, who has been previously chosen by the classmates themselves..
The technique of conflict resolution begins with reflecting on the conflict. First of all, the mediator will have to get both parties to answer the following questions: Why are we getting angry? What annoyance do I have? How have we reacted to the situation??
Second, the idea that the human being, for survival, tends to perform the “reptilian” behavior, or what is the same, attack or flee, depending on the moment, cannot go unnoticed..
In order not to resort to this situation, education plays a fundamental role. This is because it is used as a control or self-control tool, depending on how you look at it..
From here, we will develop six fundamental principles that form conflict resolution:
It is used to appease both parties, creating a communication channel that allows for confidence and the different paths to be followed to find the solution to the problem can be analyzed. In this way, tensions are reduced and calm in the context is stabilized..
It is important to note that if both parties are not calm and available to perform conflict resolution, it is inappropriate to continue with the process..
The mediator asks those affected by the emotions that have arisen in the conflict and by the feeling that has led them to the confrontation. It is necessary that they express what they feel and how they are living the moment.
The mediator must analyze the initial and central point of the conflict, bringing it closer to the common thought held by both parties. In this way, it is intended that both parties see what they have in common and facilitate the way for both to find the solution.
The two parties must acquire empathy and accept the established agreement, assuming their mistakes.
When the parties assume their error, it must be allowed to compensate the damages caused to the other person while the conflict has developed. When one of the two parties opposes this step, it is observed that the previous ones have shown an error. In this case, the mediator must give the solution.
We present the ten techniques that, from mediation and taking into account the principles of conflict resolution, are effective to be used in any context.
It is an appropriate technique to use in moments of excessive violence, especially in educational centers..
Both parties are sent to a corner of the room to calm down. It is not a punishment, but in this way time is saved while the parties try to calm down to take the appropriate steps.
Once they have calmed down, deep inner breathing should be practiced for a count of ten, so that the parties calm down and they can sit quietly to listen to the other and the mediator.
While it is true that this technique is not expected to achieve a quick solution, it takes care of postponement. However, it is often the case that when the parties are calm, they sometimes tend to reflect on the possibility of avoiding conflict.
In this case, the mediator must check that there is no resentment on both sides and then they can leave the place.
In this case, both parties are given the possibility to tell their point of view of the situation generated. Each person has to say, first, what problem is happening, by way of headline, and describe what happened. Next, the moderator should help find a solution.
Through this technique the person is given the opportunity to hear from the other what he himself has said. In this way, the affected person can corroborate and modify his message, since he is giving a real sample of what he has tried to convey.
It is an effective technique that, if it does not allow the conflict to be resolved, leads to clarifying the situation.
To do this, you need to start with phrases like "what you mean is ...". You have to try to point out the emotional content of the situation, for example, "it gives the feeling that you are feeling ...". For this, it is necessary that what we are trying to say is perceived naturally.
In this case, the situation will be normalized through the story. Begin the story with, for example, "Once upon a time ..." introducing the names of the conflict participants in the story, and doing it in the third person (in this way those involved can analyze the situation from outside).
Once the story reaches the conflict, the participants and some people who are close to the conflict, propose how to solve it. In this way the story ends reaching a conclusion, and the characters who have participated are asked if they think it is possible that they will do their part to solve the problem..
The mediator should report the situation calmly and calmly. It is important that you refer, only and exclusively, to the problem without mentioning previous or subsequent situations.
At this point, the mediator should say how you feel. Talk about the situation always focusing on your discomfort without saying anything that interferes with the participants in the conflict.
From here, the people involved will be asked what solution to adopt, because in this way they will observe the conflict objectively.
Taking into account that the situation can occur in a classroom or in a work group, all members will be told about the problem generated and the people involved must remain silent.
Once the mediator has reported the problem, the members will be asked to propose a solution, in this way they will observe what their colleagues think and obtain other points of view different from their own.
A simulation is carried out, where the members of the conflict participate once they have calmed down. The situation is generated and, once the moment arrives, the roles are exchanged.
Once the situation is reversed, the other party's point of view is analyzed objectively. Likewise, they are asked to give a possible solution after having observed the other person's point of view..
Puppet dolls are used to present themselves as the bearers of the solution to the problems. The dolls must be personalized by all children, as they must be familiar.
These dolls will be used to dramatize the problems that arise. The puppet will begin to be used as the situation is recreated, making a stop when the conflict is discussed.
When the time comes for conflict, group members will be asked for their opinion on how the conflict is resolved. Once the situation has been selected, the components of the conflict should be asked if they see it as viable. If so, the dolls will be saved.
Once the conflict has arisen, each of the members must say what they do not like about the other person, pointing out what, according to their point of view, has caused the conflict.
Having indicated the reason for the conflict, each party, after saying what they do not like about the other person, should proceed to provide a possible solution to the other person. From here, after having made the proposals, both parties have to decide which is the most suitable.
Finally, having selected the path that they are going to use to change the situation, each party should highlight what they like best about the other person and what they would positively highlight in this conflict resolution.
This technique has been traditionally used in school, since the thinking chair has the possibility for children to reflect reflection on young children.
To do this, a chair must be placed away from the context where the conflict originated. And once this has appeared, the mediator must separate the children, sending each one to a different thinking chair..
Finally, when a few minutes have elapsed, they are called to tell what has happened to them, giving each of the parties a turn to speak, and a common agreement is reached to solve it..
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