Conflict is something we all face – at work, in relationships, even within ourselves. But it doesn’t have to be overwhelming. Learning how to resolve conflict is about more than finding the right answer. It’s about understanding people, managing emotions and choosing responses that lead to better outcomes.
In this special series of The Agile Speaker podcast, Maryanne Johnston is joined by Drew Drummond of Drummond International – an award-winning leadership consultancy – to explore practical strategies for managing conflict effectively. Together, they share real insights to help you handle high-stakes conversations with confidence and care.
Why Understanding Personality Matters in Conflict
Every conflict involves people – and people bring different communication styles, needs and emotional responses. Recognising personality traits (yours and others’) can help you respond more thoughtfully.
For example, some people need space to process while others want to talk things through immediately. Some prefer facts and logic, while others value empathy and connection. The more you can tune in to these traits, the more likely you are to reach understanding and reduce tension.
🎧Listen: How to Resolve Conflict: Understanding Personality Traits
A Simple 4-Step Conflict Resolution Process
When emotions run high, it’s easy to react impulsively or avoid the issue altogether. But managing conflict starts with having a plan. We use a 4-step toolkit to help navigate challenging situations:
- Pause and notice – What are you feeling right now?
- Get perspective – What’s really going on here?
- Respond intentionally – What do you want to say or do?
- Move forward calmly – What outcome are you aiming for?
This approach helps shift the focus from stress and emotion to clarity and resolution.
🎧 Listen: Navigating Conflict: A 4 Step Process for Resolution
The Role of Self-Care in Conflict Management
Conflict can be draining, especially if you’re already under pressure. That’s why looking after yourself is a crucial part of resolving it well.
Here are three techniques we use:
- Self-monitoring: Notice when you’re getting overwhelmed and take a step back.
- The Hill Road: A personal reset ritual – a walk, a deep breath, even a cold shower.
- Trusted Others: Someone you can talk to when you need clarity or support.
When you’re calm, you’re more able to stay focused on what matters.
🎧 Listen: Self-Care in Conflict – Tools to Help You Manage Stress and Stay Calm
Conflict Doesn’t Have to Be a Crisis
Conflict doesn’t have to mean confrontation. With the right tools, it can lead to better understanding, stronger relationships and calmer outcomes.
Want to explore more? Tune into The Agile Speaker for episodes on communication, leadership, and staying grounded—even in high-stakes situations.
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