Dispute Resolution: Use these sample phrases to craft meaningful performance evaluations, drive change and motivate your workforce.

Dispute Resolution is the method used to resolve disputes, conflicts or claims between two parties including arbitration, mediation, negotiation, and litigation.

Dispute Resolution: Exceeds Expectations Phrases

  • Checks to see if both parties have made an effort to discuss or resolve the issue at hand before intervention
  • Organizes a meeting between the two parties in question in order to understand the real issue causing the dispute
  • Ensures that both parties respect each other's right to speak and makes it clear that inflammatory language is not allowed
  • Maintains focus on the core issue causing the dispute and tries as much as possible to not get side-tracked by irrelevant issues
  • Develops a dispute resolution plan that outlines an agreed set of actions for both parties to follow and sticks to it
  • Regularly reviews the situation in order to make sure that the dispute has been resolved and that both parties are working effectively together
  • Tries as much as possible to help other employees figure out how they can effectively work together despite their differences
  • Asks both parties to face each other, articulate what the other party does well and listen to their point of view on the situation at hand
  • Asks both parties to explain what they specifically expected from the other party and to say what they thought was expected of them
  • Assists both parties in coming up with a plan for resolving the dispute including follow-ups in the weeks or days ahead

Dispute Resolution: Meets Expectations Phrases

  • Creates a process for dealing with a dispute such as training staff and managers in dispute resolution or a method of mediation
  • Makes sure to address the situation before it turns out into a bigger problem but waits until both parties have cooled down
  • Maintains a positive look and tries one's best not to assume that the parties in question will be unreceptive to own concerns
  • Pays attention and listens carefully in order to understand both parties' perspectives and acknowledge the emotions that they are both experiencing
  • Agrees on a solution that both parties are satisfied with and then discusses a plan for next steps
  • Urges the parties in question to take responsibility for their actions, forgive, and move on after addressing the problem
  • Acknowledges other people's perspectives and ideas in a way that makes them feel heard and understood genuinely
  • Takes the time to consider how one handles own emotions in order to make a plan for handling a dispute better the next time it arises
  • Praises both parties for job well done in the past and tells them why it is important to resolve the dispute at hand
  • Outlines the consequences of the dispute to the company in order to help both parties look beyond themselves and see the dispute "from the outside"

Dispute Resolution: Needs Improvement Phrases

  • Avoids resolving disputes thus creates more problems down the line when the problem becomes exaggerated
  • Demands that the other person sees things the same way and takes it as a personal attack when they have a different opinion
  • Assumes that one knows what others are thinking and feeling instead of asking about their thoughts and feelings
  • Constantly interrupts, rolls one's eyes, and rehearse what one is going to say next instead of listening and trying to understand the other party
  • Steadfastly denies any wrongdoing rather than addressing the other person's complaints with a willingness to understand his/her perspective
  • Avoids admitting any weaknesses at all costs and blames and criticizes the other person for the situation at hand
  • Makes a case for how wrong the other person is and stays stuck in own point of view
  • Takes any negative action from the other person and blows it up into a personality flaw
  • Often refuses to talk or listen when the other party wants to discuss a troubling issue
  • Gossips about the situation or the other party involved which only ends up making matters worse

Dispute Resolution: Self Evaluation Questions

  • Is there a time when you have taken personal accountability for a dispute and initiated conversation with the other individual involved? Explain your actions
  • Describe an instance where you have had a dispute with a customer. How did you deal with it and what was the outcome?
  • Describe a time when you have facilitated a solution to a problem between two employees. How did you go about it?
  • Can you give an example of a time when you have used logic in solving a problem at work?
  • Describe a time when you have had to "go to the source" in order to address an issue. What was the outcome?
  • Describe a time when you have had to cope with a hostile subordinate or colleague. How did you handle him/her?
  • Some issues require developing a unique problem-solving approach. Can you describe a time when you have had to develop a new approach to solve a problem?
  • Is there a time when you have resolved an issue by simply finding some common ground? How did you feel about it?
  • Describe a time when you have had to remain calm on the outside when you were really upset on the inside. What was the problem?
  • Can you give an example of a time when you were able to resolve an issue before it became a bigger problem? What was the issue?

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