Conflict Resolution Cheat Sheet

The core ideas of Conflict Resolution distilled into a single, scannable reference — perfect for review or quick lookup.

PiqCue — piqcue.com/conflict-resolution/cheatsheet

Quick Reference

Interest-Based Negotiation

A negotiation approach that focuses on the underlying interests and needs of each party rather than their stated positions. Also known as principled negotiation, it was developed by Roger Fisher and William Ury at the Harvard Negotiation Project.

BATNA (Best Alternative to a Negotiated Agreement)

The most advantageous course of action a party can take if negotiations fail and an agreement cannot be reached. Knowing your BATNA provides leverage and a benchmark for evaluating any proposed agreement.

Thomas-Kilmann Conflict Modes

A model identifying five approaches people use to handle conflict based on two dimensions: assertiveness and cooperativeness. The five modes are competing, collaborating, compromising, avoiding, and accommodating.

Mediation

A structured, voluntary process in which a neutral third party (the mediator) assists disputing parties in reaching a mutually acceptable agreement. The mediator facilitates communication but does not impose a decision.

Active Listening

A communication technique that involves fully concentrating on, understanding, and responding to a speaker. It includes reflecting back what was heard, asking clarifying questions, and demonstrating empathy without judgment.

Restorative Justice

An approach to conflict and wrongdoing that focuses on repairing harm through inclusive processes that engage all stakeholders, including victims, offenders, and community members, rather than solely punishing the offender.

Escalation and De-escalation

Escalation is the process by which a conflict intensifies in severity, moving from mild disagreement to hostile confrontation. De-escalation involves deliberate strategies to reduce tension and move the conflict toward resolution.

Integrative vs. Distributive Bargaining

Distributive bargaining treats negotiation as a zero-sum game where one party's gain is the other's loss. Integrative bargaining seeks to expand the pie so that all parties can achieve more of their interests simultaneously.

Conflict Transformation

An approach developed by John Paul Lederach that goes beyond merely resolving the immediate dispute to address the underlying relational, structural, and cultural patterns that generate conflict, aiming for long-term systemic change.

Zone of Possible Agreement (ZOPA)

The range between each party's reservation point (the least favorable terms they would accept) within which an agreement can be reached. If the parties' ranges overlap, a ZOPA exists and a deal is possible.

Key Terms at a Glance

Accommodating:A conflict-handling mode characterized by low assertiveness and high cooperativeness, where one party yields to the other's concerns.

Active Listening:A communication technique involving full attention, reflection, and empathetic response to demonstrate understanding.

Arbitration:A dispute resolution process where a neutral third party makes a typically binding decision after hearing both sides.

BATNA:Best Alternative to a Negotiated Agreement; the best option available if negotiation fails.

Caucus:A private meeting between a mediator and one party during a mediation session to discuss sensitive issues.

Collaborating:A conflict-handling mode high in both assertiveness and cooperativeness, seeking a win-win outcome.

Competing:A conflict-handling mode characterized by high assertiveness and low cooperativeness, pursuing one's own concerns at the other's expense.

Compromise:A resolution in which each party makes concessions, resulting in a mutually acceptable but often suboptimal outcome.

Conflict Escalation:The process by which a dispute intensifies in severity, hostility, and complexity over time.

Conflict Transformation:An approach that addresses the root relational and structural causes of conflict to achieve lasting systemic change.

De-escalation:Deliberate strategies and techniques used to reduce the intensity and tension of a conflict.

Distributive Bargaining:A zero-sum negotiation approach where one party's gain is the other's loss.

Dual Concern Model:A framework explaining conflict behavior based on two dimensions: concern for self and concern for others.

Integrative Bargaining:A negotiation approach that seeks to expand available value so all parties benefit, also called win-win negotiation.

Interest-Based Negotiation:Negotiation focused on underlying needs and interests rather than stated positions.

Get study tips in your inbox

We'll send you evidence-based study strategies and new cheat sheets as they're published.

We'll notify you about updates. No spam, unsubscribe anytime.