Module 11, Lesson 2: Conflict Resolution Frameworks

Conflict in the workplace is inevitable — especially in diverse African organisations where different backgrounds, values and working styles intersect. This lesson equips leaders with structured frameworks to identify, de-escalate and resolve conflicts constructively.

Key Learning Points:

• The 5 conflict resolution styles (Thomas-Kilmann Model): Competing, Collaborating, Compromising, Avoiding, Accommodating
• When to use each style — African workplace context with real case studies from Kenyan banks, NGOs and government agencies
• The RESOLVE Framework: Recognise → Empathise → Surface → Open dialogue → Learn → Value → Execute
• Managing inter-departmental conflict and multi-generational workplace tensions

Kenya Case Study: How Equity Bank Kenya resolved a conflict between a traditional senior team and younger digital-native employees during a core banking system migration. The Head of HR used the Collaborating style and structured dialogue sessions to build alignment and reduce resistance to change.

Practical Exercise: After this lesson, download the Conflict Mapping Template and apply it to a real or hypothetical workplace conflict in your organisation. This will be referenced in your final project.