UNDERCOVERCOACH
THE FOUR GOLDEN RULES TO FOLLOW DURING CONFLICT SITUATIONS AT WORK
The golden rules to be used by you in conflict situations are:
1 Show recognition Use the person’s name throughout all dealings with them
TOP TEN TIPS FOR HANDLING CONFLICT
1 Recognise that conflict is a normal part of all relationships.
2 Seek to fully understand opposing viewpoints – don’t put anyone ‘in the wrong’ and don’t let anyone put you in the wrong.
3 Resist an immediate response. Don’t strike out immediately to oppose or take sides; it polarises conflicting positions, making communication difficult.
4 Communicate as if a problem is shared, not just “their” problem.
5 Be aware of your feelings and keep them under control.
6 When conflict becomes intense and emotions strong, sometimes a break is helpful to allow emotions to cool.
7 Define and agree on the problem. 8 Keep focused on the most significant issues of the conflict.
9 Focus on issues, not on people. 10 Find those things you can agree on.
Now finally let’s look at how you should behave and what sort of things should you focus on when you find yourself in a conflict situation.
2 Show understanding Paraphrase and summarise your understanding of what they are saying
3 Give respect
Indicate respect by being attentive and polite during discussions with them
4 Make process suggestions Suggest processes in a helpful and business-like way.
Processes might be things like:
• Sitting down together for a quiet chat maybe away from the workplace
• Having a ‘cooling off’ period and then ‘getting together’ later
• Using an agenda – similar to the critical steps above
• Reviewing the Discipline Code together
• Setting small goals that result in early progress
• Getting opposing sides to recall when they have worked well in the past.
So my best wishes to you as you seek to resolve conflict situations in the workplace. You don’t have to be a great speaker to resolve conflict but you may well have to be a good listener.
The UnderCoverCoach has been helping people in the UK to get better results for over 20 years. If you are facing a conflict situation and if you think it might help to speak to someone you can contact the Coach via:
duncan@greenenergypublishing.co.uk
www.windenergynetwork.co.uk
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