Conflict Resolution Glossary

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

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

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

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

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

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

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

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

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

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

Deliberate strategies and techniques used to reduce the intensity and tension of a conflict.

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

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

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

Negotiation focused on underlying needs and interests rather than stated positions.

A negotiation tactic of trading concessions across issues of differing priority to create mutual gains.

A voluntary process where a neutral third party facilitates communication to help disputants reach their own agreement.

The absence of direct violence or armed conflict, without necessarily addressing underlying causes.

An independent official who investigates complaints and facilitates dispute resolution within an organization.

The presence of social justice, equity, and structural conditions that address root causes of conflict.

Restating a message in more neutral or constructive terms to shift perspectives and reduce hostility.

The least favorable terms a party will accept before walking away from a negotiation.

An approach to wrongdoing focused on repairing harm through inclusive engagement of victims, offenders, and community.

Harm embedded in social structures that systematically prevents people from meeting their basic needs.

Zone of Possible Agreement; the overlap between parties' reservation points where a deal is feasible.