Conflict
Resolution - how do you resolve conflict?
- Search
for win-win solutions.
- Conflict
is inevitable - people MUST distinguish themselves.
- Conflict
yields better ideas - as free markets create better products.
- So
don't dampen conflict simply in the name of team spirit.
- An excessive
drive to win will lead to lose-lose outcomes
- Start
by trying to get to the bottom of the conflict.
- Dig out
hidden agendas - for example, one manager may be resisting a new
idea simply because he or she developed the old one or because
the other party is seen as an enemy!
- Encourage
them to state what they agree with or like about the other's position.
- What other
common ground can you find? Common goals, values, beliefs? Finding
areas of agreement can help to make other parties realize that
you are not rejecting everything they are saying.
- Be sure
to depersonalize it by focusing on how something is affecting
you or some other issue. Avoid attacking or blaming the other
preson.
- Help them
understand how the new idea builds on, rather than devalues the
old.
- Using
authority to stifle conflict breeds resentment which will surface
elswhere.
- Helping
parties in conflict maintain self esteem or save face is critical.
- Asking
open questions to show that you wish to understand and are willing
to listen.
- Bargain
so that both sides receive some benefit from a joint compromise.
- Successful
conflict resolution requires emotional intelligence on both sides
to create win-win solutions.
- Listen
actively by asking open supportive questions. The more you can
draw solutions out of the other party, the more likely you are
to get agreement.
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