How Can We Resolve This? Two Classroom Exercises on Conflict Management

Abstract

Workplace conflict, with its potential to be either highly beneficial or highly damaging, is best handled with thoughtful, deliberate care. This article presents two classroom exercises that demonstrate the value of carefully weighing both parties’ interests in a conflict, as suggested by the well-known “dual concern” model of conflict management. In the first exercise, students identify potential responses to a conflict over a “date night” restaurant choice. Discussion focuses on aligning these responses with the conflict management strategies inherent in the dual concern model and on identifying the potential for mutually beneficial outcomes. The second exercise then demonstrates how situational characteristics contribute to the choice of conflict management strategy. In it, student teams debate the importance of meeting their own, versus another party’s, interests in three realistic, hypothetical conflicts. Teaching tips, exercise variations, and summary information on the effective use of different conflict management strategies are provided.