Disagreements are an inevitable part of any relationship. They’re stressful, sure, but unfortunately, they can’t always be avoided—which is why it’s key to learn conflict resolution skills to navigate and overcome these high-stress situations.
“Conflict in interpersonal relationships can be broadly defined as any sort of disagreement between two people who are connected in some way—whether friends, colleagues, partners, or relatives,” explains Sari Chait, Ph.D., a clinical psychologist at the Behavioral Health and Wellness Center in Newton, MA. “The disagreement can be in regards to opinions on something or in values, or related to behaviors.”
While conflict and disagreements are common, it’s also important to know that they’re normal—especially with the people who you interact with regularly. “The benefits we bring to any relationship are in part that we have different opinions, different personalities, different values, and different lived experiences,” Chait says. “As such, it is normal to encounter some conflict. Encountering conflict by itself is rarely the primary issue; the issues arise in how we address the conflict.”
It’s not always easy to address disagreements, but ahead you’ll learn conflict resolution skills to help you on your way to better communication.
Conflict resolution skills and strategies
1. Plan ahead
Sometimes you might want to address conflict right away, but it can be helpful to avoid these types of interactions in the heat of the moment. If one or more parties are upset, be sure to take some distance so that everyone can collect their thoughts and emotions. “It can be very helpful to then both agree on a time and place when you’ll discuss the conflict, that way both parties come into the discussion aware of what will be discussed with time to prepare,” Chait says.
2. Stay respectful
The goal for conflict resolution in both personal and workplace relationships is “keeping space available for respectful and clear communication,” explains Elayne Savage, Ph.D., L.M.F.T., author of Don’t Take It Personally: The Art of Dealing with Rejection. Try to think about a few attributes in the other person that you respect or admire, and keep those things in mind when approaching the conversation. When you do this, you are likely to speak in ways that make the other person feel valued despite the conflict.
3. Practice active listening
“The most important thing about any of these interactions with somebody else is to feel listened to, to feel heard, and to feel understood,” Savage explains. Be sure to share your perspective and feelings clearly, but also listen with intention and understanding when the other person shares their thoughts. This type of active listening will make for better communication overall, and allow you both to come to a mutual understanding more easily.
4. Avoid placing blame
If a person feels they are being blamed for their role in the conflict, they are likely to feel upset and act defensively. Chait suggests using “I” statements when sharing your perspective on the situation and focusing on how you feel rather than what they may have done to decrease the likelihood of the other person feeling attacked.
5. Make it about “we”
In addition to using “I” statements when discussing your feelings, be sure to use “we” statements when discussing ways to move forward and resolve the conflict. Try framing the conversation in terms of “‘what is best for both of us’ or ‘what is best for the workplace,’” Savage explains.
6. Focus on actions
After creating space for open, clear, and respectful communication where both parties have the chance to share their own point of view, “focusing on behaviors or actions rather than personality traits that can’t be changed,” is helpful in coming to a mutual understanding for moving forward, according to Chait.
7. Don’t take things personally
“Step away from whatever’s going on, especially from any part of it that you might be taking personally,” Savage suggests. “If you can separate yourself just a little bit, you’re able to ask: ‘What are my options here?’ ‘Do I have to be upset?’ ‘Do I have to be hurt?’ ‘Is there another explanation for this? Another way to think about this?’”
8. Avoid filling in the blanks
Making presumptions about where the other person is coming from is bound to make communication a little muddy. Savage recommends checking in with yourself while you are actively listening to the other person to make sure you are not making any assumptions—ask yourself if you are totally clear about the meaning of the other person’s words, and if you aren’t, give them an opportunity to repeat or clarify.
9. Schedule a check-in
Once you use effective conflict resolution skills to come to a mutual understanding, the work is not yet done. “Any conflict resolution conversation should end with plans for how to work on this going forward in order to avoid falling into a pattern of conflict,” Chait says. Try also setting up a plan to check in down the line to ensure everyone feels satisfied and is upholding their end of the agreement.
Why conflicts occur
Conflict can happen for many reasons, but it mainly comes down to disagreement and disappointment. Disagreement that leads to conflict often stems from “incompatible ideas that become antagonistic,” explains Savage. “It often then becomes a struggle about who’s right—people get invested in being right and that’s where a lot of the conflict comes from.”
A lack of clear communication is also a common culprit for most situations of conflict, Savage notes. When one party is not clear on what they need, the other party cannot be clear on the issue or potential ways to overcome the issue. Similarly, listening is a big part of communication—and if one or more parties are not listening actively and with empathy, communication tends to become skewed.
Another important piece of the puzzle is feelings of disappointment and rejection. The sum of our lived experiences growing up in the world affects who we are today, and what we expect from people. “When these expectations aren’t met, that can feel disappointing and even like rejection, which is definitely something that can lead to conflict,” Savage explains.
So what does conflict look like? It’s helpful to think of conflicts professionally and personally, but the core of these types of conflict is usually the same feelings of disagreement and disappointment. Chait notes that common examples of conflicts that occur in the workplace are differences in opinions on how to approach a problem, different values as it pertains to work-life balance, and different personality styles that may clash in work settings. Conflicts that occur in relationships with family and partners are “similar, but the topics may be different,” Chait explains. “While at work, you may have [a] conflict with someone about whether or not you should have to work rigid hours or have a flexible schedule, and at home you may disagree with your partner about whether to have a rigid schedule with your children or be more flexible.”
Why you should try conflict resolution
“Conflict resolution is the key to overcoming conflict and is necessary in order to keep healthy relationships,” Chait says. “Having the skills necessary to address conflict in a way that works for everyone involved is critical.” Additionally, these skills will extend even further in equipping the people involved with the necessary skills and knowledge to efficiently rise above conflict moving forward.
Lots of people tend to ignore conflict and consider themselves people who don’t like confrontation. But avoiding conflict is rarely a solution, and usually creates unhealthy patterns and cycles that become more difficult to solve. Plus, it’s hard maintaining healthy, happy relationships with unresolved conflict looming—there’s likely to be a constant feeling of tension between those involved and they may actually behave differently, like not sharing their opinions and avoiding interactions that might start another bout of conflict, Chait explains.
Misunderstandings often cause conflict, but the hurt feelings that come from these instances of misunderstanding are also dangerous. “Hurt feelings can lead to taking things personally, and even anger. But the biggest problem is that they often lead to resentment,” Savage says. When conflict resolution is avoided, this resentment builds and builds to the point where “there's no space available for respectable clear, defined communication, or for teamwork.”
Shannen Zitz is an Assistant Editor at Prevention, where she covers all things lifestyle, wellness, beauty, and relationships. Previously the Editorial Assistant at Prevention, she graduated from the State University of New York at Cortland with a bachelor's degree in English. If she’s not reading or writing, you can probably find her frequenting the skincare and makeup forums on Reddit or hogging the squat rack at the gym.
