The Random House Dictionary defines conflict as, “to come into collision or disagreement; be contradictory, at variance, or in opposition; clash.”

Some examples of conflict can include:

• Two sales representatives are arguing over who gets the latest customer
• A team of employees is upset with their manager over a recent scheduling change
• A group of managers cannot decide who gets the latest project assignment

(Although we are going to focus primarily on workplace conflicts in this workshop, the tools covered can also be used in personal situations as well.)

Conflict can also be healthy. Think about how conflict will increase motivation and competitiveness in these scenarios.

• Two companies vie for the top market share of a particular product
• Several sales teams work to get first place
• Six hockey teams work towards winning a championship

These types of drivers can result in greater success, whether “success” means a better product, better teamwork, better processes, lower prices, trophies, or medals.

Remember, everyone experiences conflict, but how you deal with it, is what matters.