Read the notes, then try the practice. It adapts as you go.When you're ready.
Session Length
~17 min
Adaptive Checks
15 questions
Transfer Probes
8
Conflict resolution is the systematic study and practice of identifying, addressing, and resolving disputes between individuals, groups, organizations, or nations. It draws on principles from psychology, sociology, law, communication studies, and political science to provide frameworks for transforming destructive confrontations into constructive outcomes. At its core, the field recognizes that conflict is a natural and inevitable part of human interaction, and that the manner in which disputes are managed determines whether they lead to growth or deterioration of relationships.
The modern field of conflict resolution emerged in the mid-twentieth century, shaped by pioneers such as Mary Parker Follett, who advocated for integrative bargaining, and Roger Fisher and William Ury, whose landmark book Getting to Yes introduced principled negotiation to a global audience. Kenneth Thomas and Ralph Kilmann developed their influential model of five conflict-handling modes, while Johan Galtung advanced the study of peace and structural violence at the international level. These foundational contributions established conflict resolution as a rigorous discipline with applications ranging from interpersonal mediation to international diplomacy.
Today, conflict resolution skills are considered essential across virtually every professional and personal domain. Organizations invest heavily in mediation programs, restorative justice initiatives, and negotiation training. In the workplace, effective conflict management improves team performance, reduces turnover, and fosters innovation. In communities and nations, structured dialogue and peacebuilding processes help prevent escalation into violence. Understanding the theories, tools, and strategies of conflict resolution empowers individuals to navigate disagreements with empathy, creativity, and fairness.
One step at a time.
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.
Example: Two siblings arguing over an orange discover through interest-based discussion that one wants the juice and the other wants the peel for baking, allowing both to be fully satisfied.
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.
Example: Before negotiating a salary, a job candidate secures another offer for $85,000, which serves as their BATNA and prevents them from accepting anything below that figure.
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.
Example: A project manager uses the collaborating mode when two team members disagree on a design approach, facilitating a session where both perspectives are explored to find a solution superior to either original proposal.
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.
Example: A workplace mediator helps two colleagues resolve a dispute over project responsibilities by guiding them through structured dialogue, resulting in a written agreement about role boundaries.
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.
Example: During a heated disagreement, a manager paraphrases an employee's concerns by saying, 'So what I hear you saying is that you feel your contributions are being overlooked,' which de-escalates the tension.
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.
Example: After a student vandalizes school property, a restorative justice circle brings together the student, affected staff, and parents to discuss the harm caused and agree on meaningful ways the student can make amends.
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.
Example: A customer service representative de-escalates an angry caller by acknowledging the frustration, lowering their own voice, and offering a concrete solution rather than becoming defensive.
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.
Example: In a labor negotiation, instead of simply splitting the difference on wages (distributive), management and the union explore integrative options such as flexible scheduling and professional development funding that address workers' deeper needs.
More terms are available in the glossary.
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