Key behavior agreements for conflict resolution
• Listen and focus on the problem, rather than on the person
• Define the problem
• Allow some anger and hostility to surface during discussion
• Commit to decisions
• Accept that one might be a part of the problem
• Try to change behavior
• Square up
• Eye contact
• Feet on the floor
• No distractions
• Lean forward
Skills for managing conflict
• Seek to understand
• Gather feedback
• Be analytical
• Be authentic
• Take risks
• Be creative in problem-solving
• Be accepting of the other party
• Be empathetic
• Be self-aware
• Maintain emotional control
• Admit mistakes
• Build trust
• Listen to feelings and content
Techniques for problem solving
1. Determine what the problem is.
2. What do you and others involved want to accomplish?
• Get the facts: Review the record; find out what rules, regulations and customs apply; contact individuals concerned to get opinions and feelings, as well as facts; be sure you have the whole story.
3. Develop alternative solutions: Fit the facts together and consider their bearing on each other; find the causes; and determine constraints.
4. Evaluate alternative solutions:
• What possible actions are there?
• What are the possible results of each action?
• How much time is involved?
• Do you need assistance or resources?
5. Select the best solution
6. Take action: Develop a plan; decide whether to delegate or do it yourself; schedule time; and take the first step.
7. Evaluate feedback: Were the objectives accomplished