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• Conflict is inevitable whenever people differ, but it can be managed with grace and tact. Try to understand the type of conflict: affective, substantive, conflict of interest, retributive, conflict in values, goal conflict, or displaced conflict from somewhere else.

• According to the Thomas Kilmann model, people come into conflict simply because they have different ideas, values, motivations, or wants. There are five conflict-resolution strategies according to degree of empathy and assertiveness: competing, avoiding, accommodating, collaborating, and compromising. Each has pros and cons and is best used in specific circumstances. Compromising (medium assertiveness and medium empathy) is usually a good bet all around.

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