{"id":25973,"date":"2020-12-03T06:34:03","date_gmt":"2020-12-03T12:34:03","guid":{"rendered":"http:\/\/corevalues.com\/?p=25973"},"modified":"2020-12-03T06:34:03","modified_gmt":"2020-12-03T12:34:03","slug":"how-to-resolve-conflict-part-2","status":"publish","type":"post","link":"https:\/\/corevalues.com\/dev\/2020\/12\/03\/how-to-resolve-conflict-part-2\/","title":{"rendered":"How to Resolve Conflict Part 2"},"content":{"rendered":"

How to resolve conflict, Part 2 of 3.<\/p>\n

Remember Stanley and Jim? The superstars of the customer service department who hardly get along? Our poster models for latent conflict? Did these two discover how to resolve conflict?<\/p>\n

Well, both are still at odds. But if we look closely, their conflict should\u2019ve been something proper communication<\/a> could easily fix. To recall, latent conflict is a type of conflict where bad feelings develop over time, creating a block to productivity and relationships. The causes vary. In this case, Stanley and Jim\u2019s conflict frequently arose from personality differences. Stanley reminds you of a harsh schoolmarm, while Jim feels like the happy-go-lucky jock. While both get the job done, they rarely (if at all) agree on how customer problems are addressed.<\/p>\n

What if both had the great opportunity to thrash things out? How would their conflict resolution look like?<\/p>\n

Arriving at a win-win solution\u00a0 resolving latent conflict takes a 4-step approach:<\/p>\n

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  1. Understanding the issues;<\/li>\n
  2. Knowing what your objectives are;<\/li>\n
  3. Discussing (and being open) to alternatives; and<\/li>\n
  4. Agree on an action<\/li>\n<\/ol>\n

    How to resolve conflict by understanding the issues<\/h4>\n

    The FIRST<\/strong> step (and usually the hardest) is understanding the issue<\/u> <\/em>because this step takes place in a meeting set for that purpose. \u00a0\u00a0More often than not, disagreements arise only because both parties aren\u2019t on the same page.\u00a0 I can almost hear you say \u201cHow can I even set a date with someone hostile?!\u201d\u00a0 Regardless of your invite (email, SMS, written letter), set the tone by keeping it simple and non-threatening.\u00a0 I don\u2019t recommend disclosing too many details as this already brings up the issue before the conversation starts.\u00a0 Instead, begin with \u201cMay we meet up to discuss the production schedule issue?\u201d.\u00a0 If the other person begins to ask questions, answer with \u201cI know you might want to prepare, but if I open the conversation now, it may complicate things further.\u00a0 I\u2019d be happy to discuss all these with you and we can take all the time we need.\u201d<\/p>\n

    When your dialogue begins, the first order of the day is to clarify the issue<\/u>.\u00a0 Find positive ways to open the discussion by breaking the ice and keeping things pleasant yet sincere.\u00a0 Come to the meeting.\u00a0 Have specifics<\/u>, numbers, or even documents on hand.\u00a0 Was there a particular instance that caused the issue?\u00a0 Mention it now. Identify behaviors (what was said, what wasn\u2019t said), then discuss the impact these actions caused.\u00a0 This will help the person understand that you aren\u2019t pulling issues out of the air.<\/p>\n

    How to resolve conflict by knowing your objectives<\/h4>\n

    SECOND<\/strong>, know your objectives.\u00a0 Set a vision.\u00a0 You need to be distinct with your purpose.<\/u> Do you want to resolve a business issue?\u00a0 Improve a relationship? Make the office environment less threatening?\u00a0 Be promoted?\u00a0 Deliver faster response rates?\u00a0 Communicating what you want helps both parties move from the past.\u00a0 It also encourages both to have a positive mindset.<\/p>\n

    How to resolve conflict by discussing alternatives<\/h4>\n

    THIRD, <\/strong>discuss alternatives<\/u>.\u00a0 Once the objective is clear, both parties can discuss how to get things done.\u00a0 This is a crucial stage.\u00a0 This is the part where you can elicit ideas on how to correct a situation.\u00a0 It\u2019s also a great opportunity for them to truly listen to what you have to say.\u00a0 Here are some effective catchphrases:<\/p>\n