Resolving Conflict
Conflict is a natural occurrence and most times should be handled as a positive the “person” from the conflict itself.
growth experience. A simple process for handling conflict starts with removing
1. Attack the problem, not the person. 2. Describe the conflict in neutral terms. 3. Develop a list of alternative ways to resolve the conflict -- or agree to disagree, agreeably. 4. Evaluate the alternatives to determine a “win-win” outcome. 5. Establish an action plan to implement the solution.
The Conflict Discussion Process
Open
Clarify
Develop
Close
Agree
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Conflict Discussion Process
Open Clarify Develop Agree Close
Open
Begin your discussion in a non-defensive way. This is the most
difficult and most important step in the process. Your emotions must remain in check and you must realize there is more than one side to every story and more than one “right” way to do most things. It’s problem objectively. important that you focus on the problem not the person. State the
Clarify
Define the problem. You will identify the specific issues and listen to of the story – no interruptions allowed here – each person will have of an issue or to ensure the communication is clearly stated. Use who, what, when, where and how questions.
the parties’ point of view. Ask each person involved to state their side an opportunity to speak. Use questions to determine the root cause
Most people speak using vague language, broad concepts,
generalizations and judgments. Follow up with questions to get the detail. (Who are you referring to when you say they? What do you
mean by constantly?)
Separate fact from opinion.
Ask for evidence that something is occurring. Determine what has actually happened that causes the person to feel the way they do. (You indicated that Jim didn’t care about the project. What has he said
or done to make you feel that way?)
Actively listen and paraphrase to ensure your understanding. Develop Agree Close Brainstorm solutions with the people involved. Identify alternatives. Evaluate the alternatives to determine a “win-win” outcome. Verify commitment. Create an action plan to implement the solution. Determine follow up requirements.
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Conflict Discussion Process Template
Open
Open
Clarify
Develop
Agree
Close
Initiate the discussion by the person.
focusing on the problem not
Clarify terms.
Define the problem in neutral
Develop
Identify alternatives and solutions.
Agree
Evaluate the alternatives to determine a “win-win” outcome.
Close
Verify commitment. Create an action plan to implement the solution.
For more team building tips and tools, visit www.teambuildingtips.com Ask your team building question at www.askteamdoc.com Follow @askteamdoc on Twitter