What To Do When Conflict Happens

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Information about What To Do When Conflict Happens
Business & Mgmt

Published on July 29, 2009

Author: adbresultsmatter

Source: slideshare.net

C : CLARIFY the issue A : ADDRESS the problem L : LISTEN to the other side M : MANAGE your way to resolution 10 Things to remember and DO when you facilitate a Conflict-Resolution discussions What to Do When Conflict Happens. Stay CALM : C larify the Issue Ask yourself the Conflict Clarification Questions Plan what you’re going to say and practice saying it A ddress the Problem Begin with an opening, without using “you” Describe the issue: (i) What happened; (ii) How it made you feel; (iii) How it has negatively affected you and others L isten to the Other side Be open to the other person’s concerns Give the other person your total attention Never interrupt Ask questions for clarification Paraphrase what you’ve heard Show that you’re listening (body language) M anage Your Way to Resolution Gain agreement that a problem exists Identify each other’s needs Explore win-win solutions Agree on a course of action Determine how to handle missteps Close on a positive note Make sure the environment is right. Have a walk-in strategy Get to the point. Attack the problem, not the person. Share your observations…and how the group is impacted. Pay attention to your body language. Control your emotions. Keep the desired end state in mind Think “dialogue” – not “monologue End on a positive note Facilitating Results-focused Project Design and Management

What to Do When Conflict Happens.

Stay CALM :

C larify the Issue

Ask yourself the Conflict Clarification Questions

Plan what you’re going to say and practice saying it

A ddress the Problem

Begin with an opening, without using “you”

Describe the issue: (i) What happened; (ii) How it made you feel; (iii) How it has negatively affected you and others

L isten to the Other side

Be open to the other person’s concerns

Give the other person your total attention

Never interrupt

Ask questions for clarification

Paraphrase what you’ve heard

Show that you’re listening (body language)

M anage Your Way to Resolution

Gain agreement that a problem exists

Identify each other’s needs

Explore win-win solutions

Agree on a course of action

Determine how to handle missteps

Close on a positive note

Make sure the environment is right.

Have a walk-in strategy

Get to the point.

Attack the problem, not the person.

Share your observations…and how the group is impacted.

Pay attention to your body language.

Control your emotions.

Keep the desired end state in mind

Think “dialogue” – not “monologue

End on a positive note

C : CLARIFY the issue A : ADDRESS the problem L : LISTEN to the other side M : MANAGE your way to resolution 10 Things to remember and DO when you facilitate a Conflict-Resolution discussions What to Do When Conflict Happens. Stay CALM : C larify the Issue Ask yourself the Conflict Clarification Questions Plan what you’re going to say and practice saying it A ddress the Problem Begin with an opening, without using “you” Describe the issue: (i) What happened; (ii) How it made you feel; (iii) How it has negatively affected you and others L isten to the Other side Be open to the other person’s concerns Give the other person your total attention Never interrupt Ask questions for clarification Paraphrase what you’ve heard Show that you’re listening (body language) M anage Your Way to Resolution Gain agreement that a problem exists Identify each other’s needs Explore win-win solutions Agree on a course of action Determine how to handle missteps Close on a positive note Make sure the environment is right. Have a walk-in strategy Get to the point. Attack the problem, not the person. Share your observations…and how the group is impacted. Pay attention to your body language. Control your emotions. Keep the desired end state in mind Think “dialogue” – not “monologue End on a positive note Facilitating Results-focused Project Design and Management

What to Do When Conflict Happens.

Stay CALM :

C larify the Issue

Ask yourself the Conflict Clarification Questions

Plan what you’re going to say and practice saying it

A ddress the Problem

Begin with an opening, without using “you”

Describe the issue: (i) What happened; (ii) How it made you feel; (iii) How it has negatively affected you and others

L isten to the Other side

Be open to the other person’s concerns

Give the other person your total attention

Never interrupt

Ask questions for clarification

Paraphrase what you’ve heard

Show that you’re listening (body language)

M anage Your Way to Resolution

Gain agreement that a problem exists

Identify each other’s needs

Explore win-win solutions

Agree on a course of action

Determine how to handle missteps

Close on a positive note

Make sure the environment is right.

Have a walk-in strategy

Get to the point.

Attack the problem, not the person.

Share your observations…and how the group is impacted.

Pay attention to your body language.

Control your emotions.

Keep the desired end state in mind

Think “dialogue” – not “monologue

End on a positive note

 

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