How To Simply And Effectively Resolve Conflict
- Listen carefully: never be tempted to dive into a situation and give your immediate opinion. By listening you will get a fuller picture which will then help you in resolving the issue.
- Ask questions and continue to ask questions until you understand what is happening – always use open questions that will help to gather information.
- Use open body language and consider what the body language of others is telling you.
- Always think before you speak.
- State your opinions and say what you would like to see happen in clear and evaluative language.
- Give everyone else the chance to have their say.
- Keep calm, making sure that you do not lose your temper as this will only make the situation worse.
- Search for a win/win outcome.
- Be consistent, fair and even-handed towards everyone who is involved.
- Recognise that coercion and bullying tactics may be used – if so make sure that you recognise the and act accordingly.
- Remember your rights and the rights of others and respect this.
- Keep clear and accurate record of any conflict which can then be used as a reference point.
Conflict is a part of a manager’s role that nobody wants but everyone will have to deal with at some point.
It is critically important to resolve issues and bring back some normality so that normal working practices are resumed.
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