HOW TO DEAL WITH CONFLICT IN THE WORK PLACE
Conflict is an inevitable part of work. We've all seen situations where people with different goals and needs have clashed, and we've all witnessed the often intense personal animosity that can result.
Conflict is an inevitable part of work. We've all seen situations where people with different goals and needs have clashed, and we've all witnessed the often intense personal animosity that can result.
When conflict arises, it's easy for people to get entrenched in their positions and for tempers to flare, voices to rise, and body language to become defensive or aggressive . You can avoid all of this by using the Interest-Based Relational (IBR) approach.
Roger Fisher and William Ury developed the IBR approach and published it in their 1981 book, "Getting to Yes." They argue that you should resolve conflicts by separating people and their emotions from the problem. Their approach also focuses on building mutual respect and understanding, and it encourages you to resolve conflict in a united, cooperative way.
To use the IBR approach effectively, everyone involved should listen actively and empathetically, have a good understanding of body language , be emotionally intelligent , and understand how to employ different anger management techniques. In particular, you and the conflicting parties need to follow these six steps:
1. Make sure that good relationships are a priority. Treat the other person with respect. Do your best to be courteous, and to discuss matters constructively.
2. Separate people from problems. Recognize that, in many cases, the other person is not "being difficult" – real and valid differences can lie behind conflicting positions. By separating the problem from the person, you can discuss issues without damaging relationships.
3. Listen carefully to different interests. You'll get a better grasp of why people have adopted their position if you try to understand their point of view.
4. Listen first, talk second. You should listen to what the other person is saying before defending your own position. They might say something that changes your mind.
5. Set out the "facts." Decide on the observable facts that might impact your decision, together.
6. Explore options together. Be open to the idea that a third position may exist, and that you might reach it jointly.
You can often prevent contentious discussions from turning bad by following these guidelines, and they can help you avoid the antagonism and dislike that can cause conflict to spiral out of control.
Information taken from Mindtools.com