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Resolving Conflicts in Your Workplace by Dr. Richard Dana Business climate and corporate culture benefit from successful problem solving. At first glance, this may seem paradoxical but conflicts are expected occurrences in all workplace settings. Skilled business owners and managers, with strategies to resolve conflicts in productive ways, will strengthen relationships and enhance morale. Are we owners who fight or take flight? Are we aggressively drawing lines in the sand or do we avoid conflict, hoping the problem will go away? Healthy and proactive conflict resolution strategies begin with self-awareness. Place yourself on a ten-point continuum from passive to aggressive. Scores of 1-3 we will call passive; 4-7 assertive and 8- 10 aggressive. In doing this self-assessment ask, Have I walked away from more than one conflict in the last month and prefer to let outcomes unfold?”(Passive), “Do I clearly express my thoughts and perceptions?” (Assertive); or “Do I demand or insist on my desired solution?” (Aggressive).” Next, let's rate our listening skills. The key to effective conflict resolution begins with listening. Remember, seek clarification first. Consider, “What is this person saying, do I really understand what he or she means?” It is helpful to request feedback from those who know you well. What do your loved ones or close friends say about your listening skills? Do you receive positive or negative feedback from your partners and peers? As a listener, be active in your pursuit of what others mean. When conflicts surface listen to the issues and emotions. Next, try to understand each person's position and experience. Resist the temptation to tell people what to do (aggressive). Instead, ask questions to clarify perceptions and uncover misperceptions. Many conflicts are often misunderstandings and can be resolved through patient discourse. When the conflicts become more substantive, it is important to still follow the preceding first steps. Your partners, senior management team or employees will experience being heard and acknowledged, and this will increase their flexibility in seeking resolution. Access your listening skills (get a coach if you need to develop yours) and aspire to be an assertive, pro-active leader working toward healthy problem solving. Negotiation and compromise grow out of good listening, self-reflection and the commitment to communication and successful outcome. Of course there will be times when business owners or senior managers will have to make executive decisions. When this happens employees or partners will be more receptive if your pattern of behavior is usually collaborative and they feel respected and understood. Modeling good listening skills is a cornerstone of effective leadership. Respectful dialogue, self-awareness and seeking clarity will assist all leaders in successfully managing conflict. Next Steps: Effective conflict resolution skills are a necessity for successful leadership and management. Active steps that can be taken include self-assessment, pursuing feedback and practicing pro-active listening skills. Initiating discussions in the workplace and capitalizing on opportunities to positively resolve conflicts will help create a positive corporate climate. Viewing conflicts as learning opportunities will build teamwork and improve communication. Engaging the services of a qualified coach or consultant will accelerate the change process for both individuals and organizations by building core skills and communication competencies. Richard Dana Ed. D. is a business consultant and coach
with twenty-five years of experience. Founder of Richard Dana and Dana
Group Associates he specializes in executive and management consultation,
team building and leadership training. For further information call
781.449.1143 x 305 or contact rdana@attbi.com. |
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