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April 17, 2014  |   Comments (1)   |   Post a comment

How to manage conflict and deal with angry people

Employees can express anger and frustration when they feel that their basic needs, such as feeling appreciated and valued, are not being met. Managers and others in leadership roles must listen to gain an understanding of the problem, learn the points of view of those involved and work together with the employees toward a solution.

by Michael Shields

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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

Communication steps
•    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

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Read more about: behavior management

Great article Michael. I've shared this with my department colleagues and will encourage them to use it as guide when they face difficult people situations!

Alfred Karam    |    Apr 24, 2014 03:45 AM

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