Resolving conflict

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Resolving conflict

  1. 1. The 7 steps to conflict Resolution 1. Develop an attitude of resolution. - Take a deep breath and count to ten. - Think about the conflict and what gave rise to it. - Instead of seeing yourself as a victim, think about your own behavior.
  2. 2. 2. Set the stage, plan your approach - If you are still angry, find a safe place and person with whom you can vent your anger and get some honest, objective feedback. - Think through what you want to accomplish and create a vision of a desired outcome. - Mentally “see” this outcome as benefiting both parties and an image of both walking away satisfied.
  3. 3. 3. Arrange a place and time to talk - The ability to focus is important. - Sometimes it is useful to find an environment different from the setting where the conflict arose. 4. Tell your stories, gain an understanding of the issues. - Ask the person to relate her side of the conflict - Then, tell your story.
  4. 4. 5. Listen actively and with empathy - Look directly at the person - Make eye-to-eye contact - Nod occassionaly - Sit quietly - Speak only for clarification - Summarize key points As a person tells his story and perceives he is being heard, tension tends to decrease and real dialogue begins.
  5. 5. 6. Generate solutions and a shared, win-win vision of resolution. - Explore and be creative in searching alternatives. 7. Test for satisfaction - Ask each party if the solution works for them.
  6. 6. Key Principles in Resolving Conflict  Take shared responsibility for the conflict  Recognize and appreciate differences among people.  Preserve individual dignity  Listen carefully and with empathy, listen to understand, communicate, don’t debate.  Be calm  Vulnerability is a key to successful resolution, therefore open up and share your feelings.
  7. 7.  Don’t assume people are being difficult intentionally  Choose a safe place or person with whom you can vent and clarify the issues for yourself.  Generate solutions…find agreement  Follow-up to assure resolution and modify as necessary.
  8. 8. Diagram: The 7 steps to conflict resolution To resolve a Conflict What to Say or Do? Why? 1. Calm yourself Take a deep breath Clears thinking, models control 2. Restore order Take a time out Stops the fight 3. Hear their stories “Help me understand your concern” Gathers information, stops tension 4. Listen carefully Eye contact, don’t interrupt Honors the need to be heard 5. Generate solutions “How could we resolve this?” Moves from accusations to solutions 6. Agree on a solution “Would this work for you?” Moves to resolution, brings closure 7. Test for satisfaction “Are you sure this will work for you?” Assures clear communication
  9. 9. Key Points to Remember  Be a model of calm and control  Don’t give in to emotional outbursts  Don’t assume people are intentionally difficult  Find a quiet and private place to resolve conflicts  No raising of voices  Speak only for yourself… “I” phrases  Confront the issues not the people

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