Ways to resolve conflicts of various types. Conflicts: types, causes, methods of resolution

IN interpersonal relationships Often there are contradictions that arise between people in connection with the solution of certain issues of social and personal life. These contradictions are called conflicts. Among the many reasons that give rise to conflict, specific place occupies incompatibility in physical, psychological, socio-ideological terms. Contradictions in interpersonal relationships do not always lead to conflicts; many of them are resolved peacefully. Others cause confrontation and are resolved in it.

Exist various definitions conflict, but they all emphasize the presence of contradiction, which takes the form of disagreement if we're talking about about human interaction. Conflicts may be hidden And obvious, but they are always based on a lack of agreement. Therefore we define conflict as a lack of agreement between two or more parties - individuals, groups.

Lack of agreement is due to the presence of diverse opinions, views, ideas, interests, and points of view. The ability to have and express different opinions, to identify more alternatives when making decisions lies positive meaning conflict. This, of course, does not mean that conflict is always positive character. Some conflicts can promote relationship development and acceptance informed decisions, such conflicts are usually called functional. Conflicts preventing effective interaction and decision making is commonly called dysfunctional.

For the normal functioning and development of a team, one must strive not to “once and for all” destroy the conditions for conflicts to arise, but to learn how to manage them correctly. To do this, you need to understand the causes of conflicts and be able to analyze them. There are 4 main types of conflicts: intrapersonal, interpersonal, between individual and group, intergroup.

"Participants" intrapersonal the conflict is not people, but different psychological factors inner world personalities that often seem or are incompatible: needs, motives, values, feelings. The solution to such a conflict can be functional or dysfunctional, depending on how and what decision a person makes and whether he makes it at all.

Intrapersonal conflicts related to work in the organization may take various shapes. One of the most common is role conflict, When various roles a person is subject to conflicting demands. Intrapersonal conflicts at work can arise due to overload with work or, on the contrary, when, in the absence of work, it is necessary to be at the workplace (formally “serving” working time).

Interpersonal conflict- This is the most common type of conflict. It manifests itself in different ways in organizations. Many managers believe that it is caused by a dissimilarity of characters. Indeed, there are people who, due to differences in characters, views, and behavior, are simply unable to get along with each other. However, a deeper analysis shows that such conflicts are based on objective reasons. Most often it is a struggle for limited resources. Everyone believes that it is he, and not the other, who especially needs resources. Conflicts arise between a manager and a subordinate, for example, when the subordinate is convinced that the manager makes unreasonable demands on him, and the manager believes that the subordinate is a slacker and does not know how to work.

Conflict between individual and group. Informal groups (organizations) establish their own standards of behavior and communication. Each member of such a group must comply with them. Deviation from accepted standards the group regards it as negative, resulting in a conflict between the individual and the group. Another common conflict of this type is between the group and the leader. Such conflicts occur most severely under an authoritarian leadership style.

Intergroup conflict. Any organization consists of many formal and informal groups, between which conflicts can arise. For example, between management and performers, between employees of different departments, between informal groups within departments, between the administration and the trade union. A frequent example intergroup conflict serve as disagreements between the highest and lower levels management, that is, between “line” and “staff” personnel. This - shining example dysfunctional conflict.

Conflict management includes interpersonal ways permissions conflict situations. Known five basic conflict resolution styles, or strategies for behavior in conflict situations.

Evasion. A person who adheres to this strategy seeks to escape the conflict. This strategy may be appropriate if the subject of disagreement is not of great value to a person, if the situation cannot be resolved by itself, if there are no conditions for effective resolution conflict in this moment, but after a while favorable conditions arise.

Smoothing. This style is based on the theses: “Don’t rock the boat”, “Let’s live together” and the like. The “smoother” tries not to let out signs of conflict and confrontation, calling for solidarity. At the same time, the problem underlying the conflict is often forgotten. The result may be temporary peace. Negative emotions do not appear, but they accumulate. Sooner or later, a problem left unattended and accumulated negative emotions will lead to an explosion, the consequences of which will be dysfunctional.

Compulsion. Anyone who adheres to this strategy tries to force people to accept their point of view at all costs; they are not interested in the opinions of others. This style associated with "hard" aggressive behavior. Coercive power and traditional power are used to influence people. This style can become effective if it is used in a situation that threatens the existence of the organization or prevents it from achieving its goals. The leader defends the interests of the business, the interests of the organization, and sometimes he simply must be persistent. Main disadvantage the use of this strategy by managers is the suppression of the initiative of subordinates and the possibility of repeated outbreaks of conflict.

Compromise. This style is characterized by accepting the other party's point of view, but only to a certain extent. The ability to compromise in management situations is highly valued, as it reduces ill will and allows conflict to be resolved quickly. However, after some time, the dysfunctional consequences of a compromise solution may appear, for example, dissatisfaction with a “half-hearted” solution. In addition, the conflict in a slightly modified form may arise again, since the problem that gave rise to it remains unresolved.

Solution(cooperation). This style is based on the conviction of the parties to the conflict that differences in views are the inevitable result of the fact that smart people have their own ideas about what is right and what is wrong. With this strategy, participants recognize the right of everyone to own opinion and are ready to understand each other, which gives them the opportunity to analyze the causes of disagreements and find a solution acceptable to everyone. Anyone who agrees to cooperate does not try to achieve his goal at the expense of others, but looks for a solution to the problem.

Because of misunderstanding. Another common cause of family quarrels is inconsistency " biological clock» individual family members. Owls and larks do not always get along together. However, no matter how serious the quarrels, the growing conflict can always be resolved with the help of concessions, compromises and constructive solutions family problems. Follow a number of rules and in most cases you can avoid it in your family.

Never give in to proving anything or showing your selfishness. Stupid stubbornness is also extremely undesirable, even rather unacceptable. In addition, do not raise the tone of your voice during a quarrel, because shouting can only ignite a scandal, but not extinguish it. And don’t let your emotions out, stay calm.

Do not involve others in your quarrel, be it friends or even relatives. The conflict between spouses is only their business, so you risk ruining your relationship with your significant other by asking for help “from the outside.”

It is strictly contraindicated to sort out your relationship in front of your eyes. After all, they may develop the wrong model of behavior with adults, including you. This can cause emotional trauma.

Never remember old ones, and don’t invent problems out of thin air. This will only complicate your relationship and add fuel to the fire of your conflict.

Just sit down and talk with your partner. Discuss, both express your vision of the problem and possible ways her decisions. This way you can unite and resolve the conflict together.

And two more short ones, but important advice: Sometimes it’s worth first listening to the spouse who considers himself disadvantaged. And never lose your sense of humor. Remember that sarcasm has never seriously hurt anyone.

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Helpful advice

What to do if you cannot resolve the conflict on your own? Talk to family psychologist. If you think that going to a psychoanalyst is a waste of money and time, call hotline helplines.

Disagreements between family members can result in conflict if they are not identified and resolved in time. If a domestic dispute has already arisen, choose the right strategy of behavior so as not to aggravate it, but to resolve it.

Instructions

Accept your family members for who they are. Then you will have practically no complaints against them. Some conflicts between husband and wife flare up because one of them wants to make their spouse an ideal. But you linked your fate with an ordinary person. So try to accept all the shortcomings of your loved ones.

Try to find a compromise in a family dispute. If you are constantly annoyed by some household factor, find a way to make the existence of your family members next to each other as comfortable as possible. Accept that everyone is different and has different habits.

Resolve a conflict with your husband or wife that has arisen in your intimate sphere family life, through frank conversation. Tell your loved one about everything that confuses or worries you. Honesty in this matter will help you resolve conflict and improve your sexual relationship.

Plan family budget to resolve a conflict arising on financial grounds. Sometimes it happens that one family member has his own opinion on how money should be managed, while another sees the list of necessary expenses differently. Until you determine which expenses are a priority for your family, conflict may arise again and again.

Rely on strong arguments, arranged in a logical sequence, when expressing your point of view in a conflict situation. Speak calmly, control your emotions. Do not use under any circumstances offensive words and direct insults. Remember, you are talking to dear, close people.

Know how to listen to the opinion of another family member. Otherwise, it will be difficult for you to understand his point of view and find a compromise solution. People who are fixated only on their own interests find it difficult to avoid conflict situations.

Do not have a negative attitude towards family conflicts. Such situations help your family members get to know each other better and make life together more comfortable. If you begin to work correctly with disagreements in the family, the result will always be constructive.

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Children often have conflicts among themselves, especially large families. But only parents can help establish contact between them. Most The best way The solution to this situation is to switch the children during an argument play activity.

Parents are often faced with a situation where children's conflicts arise, be it problems between children of the same family or friends. In any case, you have to look for options to quickly resolve the quarrel.

Rules of conduct for adults

Sometimes it is better to refrain from interfering in a quarrel between children, as they need to learn to cope on their own. similar situations. But if the development of a conflict threatens the occurrence of mental or physical injuries in a child, then an adult cannot remain on the sidelines.

This usually happens when the forces of the disputants are not equal. Parents need to reassure their children and advise them to solve the problem peacefully. Never immediately take the side of one of those quarreling, even if you are sure that he is right. First of all, you should listen to both sides, because you can miss something, otherwise one will be confident in permissiveness, the second - in the injustice of adults.

We must try not to imitate investigative actions and trial blaming and punishing. Let both children be responsible, just try to guide them the right way out from the situation. If everything is turned into a joke, the conflict can be resolved.

When asking children about the causes of the conflict, focus on them describing each other's words and actions without insults. If a quarrel has arisen between brothers or sisters, it is necessary to resolve the situation so that no one is offended by you or thinks that you do not love them. Emphasize that you care about them and that their conflicts upset you very much. Even if punishment is inevitable, tell your child that this does not bring you pleasure, but he must understand that he cannot do this.

Game tasks to resolve conflict situations

Often, conflict resolution is best framed as a game. For example, you can call children to the “carpet of peace” and allow them to throw out their negativity towards each other. You can also invite children to express their emotional condition using gestures or “name calling” from flora, or you can even ask to talk about the quarrel from the opponent’s point of view, narrating on his behalf.

Another option is to give the opportunity to describe your indignation on paper as emotionally and angrily as possible, using all your imagination. When children try to complain, interrupting each other, set them the condition that you will listen to them if they stage a play, ballet or concert on this topic.

If we paraphrase the famous poems of Vadim Shefner, the following will come out: “You don’t choose work, you live and die in it.” In times of a society based on competition, you can move from one to another, but such swimming is still not endless.

Since the work team is selected spontaneously, people with personal taste preferences and values. The latter come into conflict with each other, which gives rise to conflicts at work. Regardless of whether an individual person likes the state of war or not, it affects labor productivity in a negative way. The microclimate among employees is generally extremely important. Therefore, managers organize trainings to unite the group. But psychological techniques are meaningless if there are conflicts at work that have not received an outlet and resolution.

Conflict is a contradiction between the interests, beliefs, values and needs of two parties.

Types of conflicts at work

Person-to-person is the most common type of conflict at work. It is difficult to find a monolithic team. Interpersonal clashes act as a filter for personnel selection. Two people can dislike each other because contradictory friends different worldviews, political preferences, but more often, people differ in their ideas about how to work. If a dispute arises between a superior and a subordinate, then the positions are clear. The first one thinks: he’s not working hard enough, and the second one believes: If we are talking about a horizontal conflict (between colleagues), then the reason is competition or personal hostility. True, sometimes people argue because they have different ideas about the degree of cleanliness of the workplace if they share it.
Between the individual and the group. The role of the “person” is played by the newly arrived boss, and the role of the group is played by the enterprise staff. Reasons in everyone specific case their own, but more often the confrontation arises due to the fact that “a new broom sweeps in a new way.” It’s a different story when a newly arrived employee manages not to win over his colleagues. In this case, if it is not possible to establish contact, the newcomer quickly drops out of the game. No one can in hell. If a person strong-willed and he needs a job, then he is able to turn the situation around and change the attitude of the team towards himself, however, this is a painstaking and intense process.
Between groups in a team. When the microclimate in a company is healthy, the team is relatively monolithic. There are no cracks in it. It is clear that there is a struggle, but this does not affect work, and no conflicts arise. An indicator of the painful state of the collective is fragmentation into separate warring (on professional or ideological grounds) groups.

These are the types of conflicts at work, and now let’s pay attention to those that occur more often than others.

If there is a conflict with a colleague at work, what should you do?

At first brief classification“colleague pests” and methods of combating them. So:

“A talker or a brawler” – boring and distracting other people from professional responsibilities type. In every office, people “work” - “passengers”. They are serving the number. They are not interested in work. In their activities, such entities primarily love salary. Such colleagues feel tolerable at work only two days a month - during the payment of advance payments and salaries. The rest of the time they suffer from and talk a lot to ease their pain from. Only one flaw worries others about this type of worker: him.
- harmful type. At work, as in the world, there are people who are very annoying. And they try to knock the rider out of the saddle and plot. A person comes to a team, does not yet know the balance of power and asks such a person to help, and that person takes it and substitutes him.
“An oppositionist or a sycophant of the leadership” is a dangerous type (“spy” or “informer”). Two facets of one phenomenon. Such an employee either likes or does not like his superiors and informs every colleague about this.

Ways to deal with human distractions:

Those who like to talk and throw out their world culture opinions on a person should be fenced off and protected by an impenetrable screen. In everyday terms, this is expressed by the phrase: “Sorry, the topics are interesting, but I have urgent tasks, we’ll talk another time.” The colleague will go looking for another interlocutor.
With the second type, you need to keep your eyes open and avoid dependence on him in your work. Be polite and not quarrel, so as not to get into trouble in the future.
Not discussing your bosses at work is the main principle in the fight against spies and informers in the team.

So, the answer to the question, if there is a conflict at work with a colleague, what to do, stands on a simple but effective basis: “ less words- more to do."

Hazing, personal relationships reduce labor productivity. At work you need to work, not make friends. If a person firmly believes in these simple rules, then he is not afraid of any conflict with a colleague.

If the soul still requires understanding even in the place where you need to work, then you can get on a first-name basis with a colleague only after lengthy reflection and weighing all the pros and cons.

Conflict at work with your boss, what should you do?

You should not argue with your leader, remembering one covenant:

The boss is always right.
If the boss is wrong, see point one.

But leaders are not so hopeless. Sensible people, even if they are superior, make contact in complex and significant disputes. First of all, you should find out what is the reason for the misunderstanding? Is the fault due to professional unsuitability, or did the conflict at work with your boss happen because of the employee’s personal qualities?

Personal hostility is a phenomenon that cannot be eradicated. The mass boils down to the fact that ineffective personnel become successful and beloved by management. In life, the boss is consistent in his decisions and fires anyone he doesn’t like.

The employee's behavior strategy boils down to the fight for the right to work where he likes. This means:

It is dignified and polite to respond to your boss’s reproaches.
Keep your distance (do not lose your temper, do not show irritation).
If there is another official above the boss, and work has not erased everything human from him, turn to him, he will help. True, the employee must have ironclad evidence of the guilt of his immediate supervisor in his hands.

If there are specific professional complaints against an employee, the algorithm is as follows:

The man talks with the boss in detail about the problems.
A person identifies his weaknesses.
A person rushes into the abyss of labor.

Resolving conflicts at work. Ways to behave in a conflict situation

Rivalry. When one or both participants in a dispute perceive the dispute as a battle. Very tough demeanor. People prove that they are right, even with another person - “winners are not judged.” If a person easily and quickly goes into confrontation, then he will not stay in the team. The state of war does not last long; it takes too much effort.
Device. The behavior of an altruist who forgets about his interests and defended positions for the sake of the team. The strategy is suitable for resolving minor controversial issues. If a person gives in during important negotiations, then people lose respect for him. Moreover, the behavior of the one who gives in does not always come from the heart. In this case, the strategy is destructive for a person who deliberately smooths out corners.
Avoidance. A person goes into the shadows, allowing contradictions to exist, in the hope that the dispute will subside on its own. And again: minor disagreements can be resolved in this way, and serious problems needs to be discussed.
Compromise. A person who professes this behavior sacrifices a pawn in order to get the king. He creates the illusion for the enemy that he has won, and bargains for himself bonuses and advantages.
Cooperation. The behavioral strategy involves winning for both parties. A wise and complex move, but not suitable for every person and situation.

As behavior strategies show, conflict resolution at work exists, but it is different for each specific situation.

Most constructive way conflict resolution at work is a conversation with an opponent (dissatisfied party)

Renegade anthropologists believe: in ancient, prehistoric times, before humans developed articulate speech, people communicated with each other telepathically. Then our ancestors switched to verbal communication. Since telepaths are rare these days, it is more productive to voice complaints out loud.

Methods of relieving emotions in a conflict are based on a substantive conversation, discussion of problems, when the disputing parties analyze what does not suit them in the interaction and eliminate the shortcomings together. If all disagreements are resolved, life is more fun and free, and labor productivity increases and the atmosphere in the team improves.

The main problem with people is that they do not know how to negotiate and discuss disagreements openly. Colleagues, subordinates and bosses, husbands and wives - in social and private life - people hush up pain points that worry them and in vain, this leads to increased pressure and emotional outbursts. To relieve the tension that arises, you need to enter into a dialogue with another person. Conversation is the most constructive thing at work and at home. A word spoken at the right time saves people's lives and careers. The opposite is also true: if a person is silent when he needs to speak, a disaster is inevitable.

Conflicts in work and personal life are exhausting and aging.

If the situation is tense, but before open conflict If things don't work out, then ignoring and remaining silent (if possible) helps. When the confrontation turns from silent to screaming, then you need to talk and discuss everything down to the smallest detail. Analyze objective and subjective barriers to a peaceful agreement between the parties. Understand another person

How to avoid conflicts at work? Carefully select the area of activity and analyze the team

Conflicts are a part of life, and they accompany a person all the time. And thoughts about work and professional interests will not interfere even in tender age. When a person is faced with a choice whether to go or not to join a team, he needs to ask himself about three things:

Do you like the job?
Do your colleagues leave a good impression?
Is your boss harsh but fair?

The main thing is that the answer to the first question is positive. In reality modern society It's rare that you can truly choose your job.

The cardinal answer to the question of how to avoid conflicts at work is this: don’t work, don’t merge with the team! But this is a utopia. A person needs to work to live. IN otherwise he will die of hunger on the street.

Conflicts are always a problem. And no matter in what area they arise, be it business or personal life, we are faced with the same questions: how to resolve the conflict or how to avoid it in the future. Of course, it will not be possible to avoid conflicts; even in the strongest relationships, in the most trusted business, from time to time disagreements arise that can develop into a serious conflict. In this article we will not talk about how to build ideal relationship, which will develop without disputes and conflicts, and we focus our attention on something else - how to properly get out of conflict situations. After all, you don’t want serious scandals and problems? Right?

What is the best option for resolving conflict situations? What immediately comes to mind? I'm sure that possible options you have thought of many, but among all of them, only a compromise will be optimal. Both sides must make concessions, change their vision of the situation, find a common solution to the problem, one that would suit both.

So, how to come to this compromise, because in words everything is easy, but in reality it turns out to be not so simple. Let's look at 10 basic rules with which you can resolve any conflict situation.

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1. Keep your emotions in check.
The first rule is that you must learn to think with a “sober” head, and not involve ego and emotions in your decision. It very often happens that, out of emotion, a person will say something, do certain things, and then, when he cools down a little, he begins to regret everything he said. And this happens all the time. Emotions cloud your judgment, inflate your ego, and make you think that you are taller and smarter than your interlocutor. This is not right, this is a road to nowhere. Many oriental cultures and religions place great emphasis on the ability to control your thoughts and emotions. Why do you think Tibetan monks are so calm, conflict-free and reasonable? Yes, because they think first and do not involve emotion. Learn!

2. Don't beat yourself up
There is a wonderful Zen saying: “I think less, I laugh more.” What do you think it's about? How often have you encountered the fact that a person himself came up with a problem, screwed himself up, got offended, and even inflated the conflict from this? It happened, didn’t it? Did you do that? I'm sure so. So, you don’t need to think too much, you don’t need to hype yourself up about something that hasn’t happened yet. You yourself build a chain of non-existent events in your head, develop them yourself, and begin to believe in it so much that then many problems arise.

For example, your business partner is late for a meeting, the phone is turned off, there is no connection on the Internet, you wait and begin to imagine why this happened. And as soon as he enters the office, you begin to attack, accuse, make some kind of claims based only on your invention. Don't rush your horses, don't get nervous ahead of time, because you don't know true reasons being late. Such cases are all too common, and until you learn to live in the moment now, learn to perceive everything as it is, conflicts cannot be avoided.

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3. Choose the right time

Often conflicts arise when one of the interlocutors is not ready to talk. If you see that your colleague is not in a good mood, that he is not having a good day today, then do not interfere with him. hot hand with your questions, recommendations or advice. It’s better to wait until tomorrow, let everything work out for him, and then start the conversation.

It is also better to conduct all negotiations in the afternoon, approximately 1-1.5 hours after lunch. Why? By this time, the person will have already “started up”, will have entered into the work process, will have time to have lunch and relax. And a well-fed and positively disposed interlocutor is minimal risk conflict situation.

4. Look for the cause, not the effect.
We are all accustomed to dealing with the consequences of conflict, but we do not want to analyze what caused such a person’s behavior. Always take a broader view, go beyond the conflict, try to analyze the situation and understand how to avoid similar problems in the future.

5. Live in the moment now
Another mistake that leads to serious conflicts is past memories. Why do you reproach a person for what has already passed, why do you remember his past “sins”? This will in no way help resolve the conflict, but on the contrary, will add fuel to the fire. Try to live in the moment now. Just think, nothing exists except now. The past has already happened, and it cannot be changed, therefore, there is no need to be very upset about it, and we don’t know the future, therefore, put aside worries about it too. There is only here and now - remember.

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6. Don't accumulate problems.
There is a great saying: “Problems must be solved as they arise.” And this is the true truth. There is no need to accumulate grievances, experiences, or any controversial issues. Try to discuss everything at once, decide, come to common denominator. Problems can be compared to a snowball, which only gets bigger and bigger every day, and if you don’t reduce it, then at one point this lump will fall on your head with enormous force, bringing with it a whole set of conflicts and unpleasant situations.

7. Don't hold grudges
This rule is closely related to the previous one. There is no need to harbor grudges, to bear a sly plan revenge, secretly inventing and imposing something on oneself. If you want to live without conflicts, then you should learn to calmly, without unnecessary emotions, discuss all controversial issues. The faster you decide your internal conflict, the sooner you discuss it, the better, because it will help you get rid of unnecessary thoughts, and most importantly, unnecessary speculation.

8. Don't insult
Do not stoop to the lowest level - insult. Scientists have proven that if during a quarrel a person gets personal and begins to insult his interlocutor, then this is an indicator of his weakness, his wrongness, his inability to prove his point of view. As a rule, the person who begins to insult is the one who understands that he is wrong, but his inflated ego does not want to give in, and cannot find any other way than to say nasty things. Remember that an insult will not improve the situation, but will only become the basis for a new quarrel, an even greater conflict.

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9. Watch your tone.
Sometimes it’s not so much the words, but the tone with which they are spoken that can greatly offend your interlocutor. Therefore, always watch how you pronounce this or that phrase. Don't be sarcastic, don't tease, don't make fun of any qualities, because most people may not like this behavior. Always try to put yourself in the place of another, to project your actions onto yourself. Behave the way you want to be treated.

10. Don't throw tantrums.
It has been said more than once that hysteria is in a strong way manipulation of another person. Yes, it can calm the conflict for a while, but the problem will remain, the situation will never be resolved. So what's the point of being hysterical, behaving provocatively, raising your tone if, as a result, everything remains as it was?
But what if you are not the initiator of the conflict? What to do in such a situation?

Keep your mouth shut Remember, in school years were you advised to lock your mouth and throw it away? Try something similar. To make sure you don’t say anything unnecessary, fill your mouth with water and wait until your husband says everything he was going to say. If you suddenly swallow water, take more. A person cannot talk to himself for a long time. Soon he will get tired of it and he will shut up. And discuss the situation itself later, when he leaves.

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Act outside the box If you are being yelled at, try hugging or kissing your husband. It is unlikely that after this he will want to continue the quarrel. You can also try to move the conversation to another topic. Ask for a glass of water or to close the window.

You should not cling to words. A phrase taken out of context loses its original meaning. You shouldn't cling to individual words, because then you are guaranteed a huge scandal.

Don't think that you are the root cause of everything. You are not always the cause of a quarrel. Perhaps the cause of irritation is failure at work, a quarrel with friends, or the rudeness of others. After all, not everything revolves around you.

Remember, when the right approach, any aggression can be minimized. The main thing is to know how to do it.

Any team sooner or later faces conflict situations. In theoretical terms, conflict seems to be the most in a sharp way resolving disputes between opposing participants. In the ordinary understanding, conflict is the disagreement of the parties with each other and the aggravation of contradictions associated with negative experiences.

Conflicts are caused by many reasons, among which are: the complexity of the labor process; psychological characteristics human relations(sympathy and antipathy); individual characteristics of each employee (inability to control their emotional state, prejudice, pessimistic attitude). Experts advise not to give in to emotions and follow simple algorithm resolving conflict situations in a team.

1. Apologize. Many people forget this rule, but it is an apology that helps ease tension and put opponents on the path to exiting the current situation. At the same time, it actually doesn’t matter whether it’s your fault or not. The interlocutor, having heard such words, will treat you differently.
2. Take responsibility for the problem. Show the other party that you will find a way out of the situation together and that you are ready to provide help and assistance to resolve it.
3. Make a decision. This stage will help to completely establish certainty on the issue and put an end to disagreements with your opponent. Offer several options for the final result that will have a real impact on the subject of disagreement. Do not get personal and only use phrases that are directly related to the situation.
4. Take action. Transition to real actions will help to distract from unnecessary discussions and accusations against both sides and unite the parties to the conflict with one goal, which will be the most optimal in a particular situation.
5. Monitor compliance with the conditions for resolving the conflict. Make sure the solution is followed through. This is how you will prevent new conflicts over this issue and strengthen your credibility among colleagues and partners.