Recognize that other viewpoints are possible and likely. Focus on how you can both work more productively in the future. Discussion about the past and/or arguing about examples may be necessary for understanding, but it is not to convince the other person you are right or to defend yourself. Focus on what you can change – the future.Good questions include “What would that look like?” “How would that work in this situation?” “How do you want to move forward?” Refer to How to Identify Interests for help on questions. The best questions are open-ended questions rather than questions that require a “yes” or “no” reply or a short answer. Ask powerful questions to better define the problem for the two of you to address together. Frame the discussion by being direct about your interests. Frame the issue in terms of interests.“You” messages focus the blame on the other person and they are likely to elicit a negative or defensive response. “I feel frustrated when you come in late because I am not able to end my shift on time,” rather than “You are always late.” “I” messages place the responsibility on you and include three components: 1) your personal reaction/feeling, 2) a description of the situation/action, and 3) the impact/consequence from your perspective. Focus on and clarify your issues, feelings, or opinions. Use “I” messages to express your concerns in a non-confrontational way.Refer to Listening Effectively for tips on how to listen well. Ask open ended questions to gather information. Do not listen only to hear what you expect the other person to say or to confirm your viewpoint. Listening is hard when emotions are high. Do you have enough time to listen? Is the setting appropriate? Make good eye contact and keep your facial and body expressions in check. Ask yourself, “What is the underlying reason or the ‘why’ behind what I want?” Refer to Focus on Interests (Needs), Not Positions (Wants) for more information. Take the time to understand and be clear about what your real concerns. You should address difficult issues after you have had time to organize your thoughts. Refer to Understanding Conflict Handling Styles to discover the advantages and disadvantages for each style. By responding appropriately to a conflict situation, you take responsibility for your actions. While you often do not have control of many situations, you can choose how to respond to others to help reduce work conflict and stress. Most people remember how you respond to a situation rather than what happened. Consciously decide how to respond to a conflict situation.Is it based on a bad experience or a past interaction that may be influencing the current situation? Is it based on something you have no control over? Take the time to deescalate before moving forward. Acknowledge your emotion and then determine its source. Realize that emotions are part of the workplace and that negative emotions can fuel the conflict. Pay attention to your emotions and how they influence you.Indirect communication in the form of complaints and/or gossip,.Principles for Addressing Workplace ConflictĬommon and ineffective strategies to deal with workplace disputes include: Problem Solving Information and Tips | Human Resources retweet icon bullhorn icon reply icon info icon flickr icon tumblr icon vimeo icon reddit icon podcast icon angle-down icon angle-left icon angle-right icon angle-up icon ban icon hamburger icon book icon bookmark icon bug icon caret-down icon caret-left icon caret-right icon caret-up icon chain icon check icon check-circle icon chevron-down icon chevron-left icon chevron-right icon chevron-up icon circle icon circle-o icon clone icon close icon download-cloud icon code icon download icon ellipsis icon envelope icon warning icon external-link icon eye icon eye-slash icon facebook icon github icon google-plus icon heart icon heart-o icon home icon info-circle icon instagram icon linkedin icon lock icon medium icon minus-circle icon send icon pause-circle icon play-circle icon plus-circle icon question-circle icon quote-left icon quote-right icon rss-square icon search icon share-alt icon slack icon snapchat icon ticket icon twitter icon wheelchair icon youtube icon
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