When a dispute arises, it is easy to focus on its downside. This way of thinking can largely be based on past experiences where relationships have been broken and time and money wasted. It can also be attributed to the dislike that most people have to confrontations. As much as we tend to focus on the bad side of conflict, we are also able to quote examples of conflict producing good results, such as : union management disputes that have been resolved with an outcome favorable to employees, as well as to management; a natural resource

While the factors in stage one may cause frustration. Stage two will serve as an actualisation of the potential for opposition. At this stage conflict branches into perceived and felt conflict. Perceived conflict is not personalised, but rather an awareness by one or more parties of the existence of conditions that create opportunities for conflict to arise. Felt conflict, on the other hand, involves an emotional involvement in a conflict that creates anxiety, tenseness, frustration or hostility.

The fifth and final stage is the outcomes. The out comes are highly dependent on the conflict management process that we use in earlier stages. To create positive outcomes we must work towards them using a rational, interest based process suitable to both parties. Ignoring, or dealing with conflict incorrectly will most likely result in an escalated conflict situation.

To better understand how to deal with conflict effectively, it is important that we understand the course that the conflict process follows. There are five basic stages that the conflict process follows: potential opposition, cognition and personalisation, intentions, behaviour and outcomes. (Robbins, 1998).

2. Collaboration - a situation where both the parties to a conflict desire to satisfy the desires of each party;

2. Listening: Not only is listening essential to conflict resolution it is also essential in good communication. Not everybody has good listening skills, however these can be learnt and developed. Just hearing what a person is saying isn't enough; one needs to be listening properly. To do this empathy is needed. Listening with empathy allows you to put yourself in the other person's position and to say what they're feeling. Empathy can be checked to see that you have understood what they are trying to say.

Assertive behaviour is considered to be the best type of behaviour in conflict situations. People using this type of behaviour are able to communicate opinions and feelings more effectively, whilst still acknowledging the rights of others. This type of behaviour makes us better communicators, and as a result we are more likely to be understood. Assertive behaviour can lead to a mutual respect from all parties concerned, as you are prepared to listen and acknowledge what they have to say. Non-assertive behaviours can be just as bad as each other depending on the circumstance. For example, aggressive behaviour is trying to win at all costs regardless of what other people want. This type of action shows little respect for others, as they try to humiliate and dominate to get their point across.

Some common words found in the essay are:
Appendix Conflict, , conflict management, assertive behaviour, conflict situation, parties conflict, conflict process, stage conflict, nonverbal message, verbal message, conflict resolution, conflict handling, rational based process, using rational based, conflict management techniques, conflict process follows, resolution assertive behaviour,
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