FIVE BASIC METHODS OF CONFLICT RESOLUTION 
                                                                                                 
                             METHODS:                       WHAT HAPPENS WHEN                        APPROPRITE TO USE                     INAPPROPIRATE TO USE 
                                                                        USED:                                   WHEN:                                  WHEN: 
                  Denial or Withdrawal                    Person tries to solve problem by        Issue is relatively unimportant;        Issue is important; when issue will 
                                                          denying its existence. Results in a     timing is wrong; cooling off period     not disappear, but build. 
                                                          win/lose situation.                     is needed; short-term use; or a 
                                                                                                  need for more information. 
                  Suppression or Smoothing                Differences are played down;            Same as above, also when                Reluctance to deal with conflict 
                  Over                                    surface harmony exists. Results in      preservation of the relationship is     leads to evasion of an important 
                                                          win/lose in forms of resentment,        more important at the moment.           issue; when others are ready and 
                                                          defensiveness, and possible                                                     willing to deal with the issue. 
                                                          sabotage if issue remains 
                                                          suppressed. 
                  Dominance                               One’s authority, position, majority,    Influence comes with position of        Losers have no way to express 
                                                          rule, or persuasive minority settles    authority, or when this method has      needs; could result in future 
                                                          the conflict. Results in win/lose if    been agreed upon, or conflict is        disruptions. 
                                                          dominated party sees no home for        life-threatening to “at risk” clients. 
                                                          self. 
                  Compromise or Negotiation               Each party gives up something in        Both parties have enough leeway         Original inflated position is 
                                                          order to meet midway. Results in        to give; resources are limited;         unrealistic; solution is too watered 
                                                          win/lose if “middle of the road”        when win/lose stance is                 down to be effective; commitment 
                                                          position ignores the real diversity     undesirable; there are several          is doubted by the parties involved. 
                                                          of the issue.                           good ideas that result in a 
                                                                                                  workable compromise. 
                  Collaboration                           Abilities, values, and expertise of     Time is available to complete the       The condition of time, abilities, 
                                                          all are recognized; each person’s       process; parties are committed          trust and commitment are present. 
                                                          position is clear, but emphasis is      and trained in use of the process; 
                                                          on a group solution. Results in         and sufficient trust exists in the 
                                                          win/win for everyone.                   work environment. 
                                                                                                 
                  The Pennsylvania Child Welfare Training Program                                                                                                                108: Multi-generational Differences in the Workplace 
                                                                                                                                                    Handout #5, Page 1 of 1