Conflict Resolution

The ability to recognize, address, and resolve disagreements constructively, turning friction into mutual understanding and stronger relationships.

Conflict resolution covers navigating disagreements from early tension signals to organization-wide systems. It involves understanding conflict styles, managing emotions under pressure, facilitating productive dialogue, and building agreements that address all parties' needs.

Communication

7 Levels

Published: Feb 21, 2026 · Updated: Apr 8, 2026 · v5

Levels

You notice when tension arises but lack the tools or confidence to engage. You may suppress concerns, withdraw from difficult conversations, or wait for someone else to intervene. You are beginning to understand that unresolved conflict has consequences and that avoidance is itself a choice.

Can identify when a disagreement is occurring between two or more people in a meeting or conversation
Can name at least 3 common causes of workplace conflict (e.g., unclear roles, competing priorities, miscommunication)
Can describe your own default reaction to conflict (e.g., avoidance, compliance, frustration) in writing
Can distinguish between a factual disagreement and an emotional reaction in a specific situation
Can list the 5 conflict-handling styles from the Thomas-Kilmann framework and explain each in one sentence

What Comes Next

If you've checked off most of this list, you're ready for the Basic stage, engaging in simple disagreements directly using structured dialogue techniques. Bandura(1977)'s Social Learning theory suggests observing and modeling effective conflict handlers helps you start building conflict resolution competence.

References

Kenneth W. Thomas & Ralph H. KilmannCompetency Framework

Defines 5 conflict-handling modes (Competing, Collaborating, Compromising, Avoiding, Accommodating) along two axes (assertiveness, cooperativeness), providing the theoretical foundation for level-specific behavioral patterns from L1 self-awareness through L4 situational mode selection

Thomas-Kilmann Conflict Mode Instrument (TKI) - Kilmann Diagnostics

U.S. Office of Personnel Managementgovernment_data

Official U.S. federal 5-level leadership competency proficiency model (Awareness→Basic→Intermediate→Advanced→Expert) used as the authoritative basis for mapping autonomy levels and influence scope for conflict resolution across 7 levels

Proficiency Levels for Leadership Competencies - U.S. OPM

Roger Fisher & William Ury (Harvard Negotiation Project)Competency Framework

The 4 principles of principled negotiation (separate people from problems→L2, focus on interests→L3, generate options→L4, use objective criteria→L5) provide direct evidence for checklist items at each level

Getting to Yes: Negotiating Agreement Without Giving In

M. Afzalur Rahimacademic_research

Distinguishes substantive vs. affective conflict types and proposes level-specific intervention strategies (interpersonal, intragroup, intergroup), providing academic grounding for L3-L6 checklist items on root cause diagnosis, structural intervention, and organizational culture measurement

Toward a Theory of Managing Organizational Conflict

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Conflict Resolution

Levels

Level 1#ConflictAwareness#DiscomfortRecognition#TKIRecognizes that conflict exists but tends to avoid or withdraw from disagreements rather than addressing them directly.

Level 2#IStatements#StructuredDialogue#DeEscalationEngages in simple disagreements using basic communication techniques, though still relies on guidance for difficult situations.

Level 3#InterestBasedNegotiation#IndependentResolution#DocumentedAgreementResolves interpersonal conflicts independently using a structured process and produces consistent, fair outcomes.

Level 4#RootCauseAnalysis#PowerDynamics#CulturalAdaptationHandles complex, multi-party conflicts by reading context and adapting strategy to power dynamics and cultural factors.

Level 5#EscalationProtocol#TeamNorms#PsychologicalSafetyDesigns team-level conflict resolution processes and mentors others, shifting team culture from conflict-avoidant to conflict-competent.

Level 6#MediationProgram#GrievancePolicy#OrganizationalCultureEstablishes conflict resolution standards and systems across an organization, embedding constructive disagreement into culture.

Level 7#ConflictInnovation#CrossCulturalFramework#FieldAdvancementCreates conflict resolution methodologies or frameworks that shape practice across industries and leave a lasting contribution to the field.

References

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