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[Music] conflict resolution and mediation conflict or more specifically interpersonal conflict is a fact of life and particularly of organizational life it often merges more when people are stressed for example when there are changes on the horizon or when everyone is under pressure because of a looming deadline however conflict can also arise in relationships and situations outside work handling conflict in ways that lead to increased stress can be detrimental to your health poor conflict management can lead to higher production of the stress hormone cortisol and also cause hardening of the arteries leading to increased risk of heart attacks and high blood pressure learning to deal with conflict in a positive and constructive way without excessive stress is therefore an important way to improve your well-being as well as your relationships what is conflict interpersonal conflict has been defined as unexpressed struggle between at least two interdependent parties who perceive incompatible goals scarce resources and interference from the other party in achieving their goals and clicking this a little it means that for a disagreement to become a conflict there needs to be some element of communication a shared understanding that there is a disagreement the well-being of the people involved needs to depend on each other in some way this doesn't mean that they have to equal power a manager and subordinate can be equally as interdependent as a married couple the people involved perceive that their goals are incompatible meaning that they cannot both be met they are competing for resources and each perceives the other as interfering with the achievement of their goals conflict is not always a bad thing conflict can be destructive leading people to develop negative feelings for each other and spend energy on conflict that could be better spent elsewhere it can also deepen differences and lead groups to polarize into either /or positions however well-managed conflict can also be constructive helping to clear the air releasing emotion and stress and resolving tension especially if those involved use it as an opportunity to increase understanding and find a way forward together out of the conflict situation our pages on conflict resolution criticism and mediation provide advice and support for dealing with conflict and other potentially difficult situations one conflict and conflict resolution there are times when it is important to be able to communicate under difficult circumstances while many of us would prefer to avoid difficult conversations sometimes this is not possible for example a manager may have to tell someone that they are being made redundant or a child confessed to their parents that they are struggling at school our page on communication in difficult circumstances provides advice about how to manage these difficult conversations without creating conflict before you can start to resolve any conflict you need to be able to understand its source and therefore the type of conflict our page introduction to conflict resolution explains it there are three types of conflict personal often about values and relationships instrumental conflicts about how to achieve goals and conflicts of interest it also introduces some ideas about strategies for resolving conflicts to complaints and criticism complaints and criticism may not sound like they fit naturally with conflict resolution but in real life both complaints and criticism can be a source of considerable conflict and knowing how to complain and criticize effectively in a way that does not cause conflict is a very useful interpersonal skill 3 mediation skills sometimes informal conflict resolution is not enough it is important to know when to step away from a conflict situation and ask someone more skilled to mediate while most of us will not be called upon to mediate in an international conflict or even an industrial relations problem developing some mediation skills can be helpful when conflict has escalated beyond the normal level you [Music] you