Resolving Interpersonal Conflict (Revised)

Interpersonal conflict occurs when a person or group of people frustrates or interferes with another person's efforts at achieving a goal. Conflict can consist of three different components. 
Firstly, the behavioral component which involves someone interfering with the objectives of another person. 
Next, the cognitive component which involves a disagreement between the parties that illustrates the differences between the interests and objectives of the conflicting parties.
Lastly, the affective component which relates to the negative emotional states of the conflicting parties. 

The most common conflict is where two people having different opinions. Their goal is to “win” or make the other person “lose”, showing high concern for self and low concern for others. For example, I happen to see this conflict between a salesman and a customer. Apparently, the customer come back to complain to the salesman about his spoilt product. After explaining why the product didn’t work, the salesman thinks that it isn’t his product fault and said it is probably some external equipment that cause it. The customer isn’t quite happy with his respond and demand a refund. However, the salesman insist that it cannot be refund as it is not caused by technical fault. This conflict went on and on until the manager steps in.

Let’s put it on each persons' point of view. In the salesman’s point of view, he thinks that his product shouldn’t have problem. Another possible reason could be that he does not want to leave a bad reputation to other customers about his product.
In the customer’s point of view, his objective is only to get the refund back regardless of any feedback given.

To sum up, the behavioral component takes place in both perspective as both have an objective to achieve but is interfered by each other. 

In order to solve this conflict, usually we need a third person to make a stand for both of them, simply the judge. They need to have a mutual goals and facilitate to a “win/win” situation for both of them, showing high concern for self and other. Sometimes, you can also put yourself into the shoes of the other person. Empathy is a good form which helps you understand the other person’s message.

If there is no manager and you are the passer by, how will you assist to solve this conflict?