Mastering the art of Conflict Resolution

In any business where there is interaction between peers or between employees and customers, there exists the potential for conflict. However, if handled correctly, these conflicts can serve to strengthen rather than hinder a business.

The following tips are helpful in mastering the art of conflict resolution:

Don’t be brutely honest

When ‘honesty’ is delivered without compassion or empathy, it often falls on deaf ears. The person receiving the criticism feels the need to defend themselves, rather than focusing on solving the problem.

Really listen to what the other party is saying

The best way to persuade others is to make them feel like you understand where  they are coming from. Listening with  openness to what they are saying. asking , questions, and repeating back what they have said in a different way helps to make others feel heard.

Don’t pass the buck

Blaming another person for the way something turned out is a surefire way to begin an argument or keep a conflict going. Instead, try to understand the perspective of all parties involved in the conflict by having a rational conversation that is devoid of blame.

Don’t put off the conversation

People often delay discussion about an issue because they are concerned by the conflict that may ensue. It is wise to let tensions cool before having a conversation about an emotional incident, but delaying for too long can increase feelings of dread, making it difficult to have the conversation at all.

Gather the facts beforehand

During heated and critical moments. Our  brains often go AWOL, leaving us poorly prepared to articulate our points. Gathering facts and writing things down before having an important conversation ensures that you will not draw a blank when the time comes.

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