One of the most effective strategies for managing conflict is to prevent it from arising in the first place. Through good communication, potential sources of conflict can be addressed before they have the chance to escalate, limiting any negative impact on morale or productivity.
Communication
Open communication is a valuable method for preventing conflict. It can be encouraged by:
Noticing non-verbal signals
These may suggest a disparity between what the person is saying and what they really think or feel. For example, a person may say that they agree with what has been said to them, but their hesitant tone tells a different story. If this happens, it is important to bring these contradictions out into the open straight away so that they can be addressed effectively.
Challenging assumptions
Assumptions can often be wrong. Again, bringing these out into the open can prevent conflict, as mistaken assumptions can easily be corrected.
Speaking diplomatically and sensitively
This will help to encourage open channels of communication. By speaking in an open, empathetic manner, the other person will be more inclined to open up. This will reveal the root of the problem, which can then be addressed appropriately.
Avoiding ambiguity
Whenever something is not clear, it is important to ask for clarification to ensure complete understanding. If the other person involved appears to be unclear on anything, check their understanding and provide explanations.
Listening attentively
Listening with concern, respect and interest will also facilitate communication, indicating that the speaker is being heard and understood. Being patient, attentive and non-judgemental are all ways to demonstrate good listening skills.
Expressing feelings in a non-threatening manner
Using ‘I’ statements rather than ‘you’ statements can stop the other person from feeling put down, judged or blamed.
Recognising and responding to needs or concerns
Taking time to explore the other person’s position and understand their real needs can help to build a deeper understanding of the issue in order to develop the most appropriate response.
Empathise
Looking at the situation from the other person’s point of view can go a long way to understanding the issue, as it is possible that something may have been misinterpreted along the way. This strategy can help provide a better understanding of how the situation looks to the other person, and what they might be thinking or feeling.
Think of the big picture
It is important to be aware that the other person may be experiencing external pressures. An awareness of their personal situation will help to reveal the bigger picture.
Get your priorities straight
Putting personal needs on hold while listening to the other person’s concerns is very important. Personal needs can be expressed later on in the process, but the priority is to demonstrate that the other person’s needs come first.
Someone’s initial position may be impossible to accept. However, there may be a way to moderate their position and come to a mutually acceptable solution. This can be achieved by:
Being open to further discussion and making sure there is time to fully explore the issues.
Thinking about possible solutions that might satisfy everyone’s needs.
Sharing concerns calmly and listening respectfully.
Emphasising that the priority is to solve the problem with solutions that meet everyone’s needs.
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