Managing Conflict in a Group Discussion
As a manager, it is important to promote an environment that encourages effective
decision making. During the decision making process, members may disagree therefore it
is your role to facilitate productive discussions and minimize inefficient arguments.
Behavior examples for a healthy discussion:
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People are open to hearing other members’ ideas
People listen and respond to ideas even when they don’t agree
Everyone tries to understand the point of view of others
People stay objective and focus on the facts
There is a systematic approach to analyzing the situation and looking for solutions
Techniques for encouraging a healthy discussion:
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Stay neutral
Insist people listen
Have rules – use them politely
Suggest people paraphrase each other’s ideas
Insist people focus on the facts
Invite and face feedback
Facilitate assertively
Get closure and move on
Tips for handling common difficult situations:
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Members become angry
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Ask people to slow down
Stay neutral
Stay calm
Stop people from interrupting each other
Ask people to think through their ideas/concerns on paper
Members want their own way
 Model a partnership atmosphere
 Focus on group goals and benefits
 Encourage members to voice opinions but also listen to others
Brandeis University
Office of Human Resources
06/2009
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Members go off the agenda
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Suggest setting up a separate meeting to discuss additional issues
Write key points/ideas on a flip chart and use to refocus the group
Take a short break.
Start after the break with the next agenda item
A member makes the same point repeatedly
 Write the point on the flip chart, thank the person, and move on
 Explain how and when the point will be followed up
Approaches to resolving conflict:
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Avoid: Changing the subject and not dealing with the issue at the current time.
This is useful when emotions are too high, when more information is needed, or
when a bigger problem exits that needs to be addressed first.
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Accommodate: Asking members to get along and accept a certain point of view
even if there is disagreement. This is useful when keeping harmony in the group
is more important than the actual decision.
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Compromise: Finding middle ground when opposite opinions exit. This is
useful when both sides support some mutual goals, and when collaborating does
not work.
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Compete: When a person of authority uses formal rules and force to achieve the
needed outcome. This may divide the group into winners and losers and should be
used when there is only one viable option.
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Collaborate: Members constructively address the problem and agree on a
resolution for each issue to achieve the desired outcome. Many successful
facilitators prefer this approach. To use this method effectively, members must:
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Support each other in a trusting atmosphere
Be willing to work toward a solution
Have all necessary information available
Believe the decision is important enough to take the necessary time to
complete this process
Sources:
Facilitation at a Glance by Ingrid Bens, M.Ed, Goal QPC and AQP 1999
Facilitator Resources-Handling Conflicts and Common Problems with Groups Complete Guide to Facilitation: Enabling
Groups to Succeed by Tomas Justice and David Jamieson, HRD Press 1999
Facilitating Communication and Conflict Resolution The Manager as Facilitator by Judy Wichard and Nathalie L. Kees, Praeger
Publishers 2006
Brandeis University
Office of Human Resources
06/2009
Brandeis University
Office of Human Resources
06/2009