Principle of conflict resolution
- everyone is right in their eyes
- avoid false dichotomies (Black or white)
- people generally present a position , but rarely
- that is the issue, the person resolving issue need to understand the real issue by using listening skills
- Dont dig in, that is dont try to explain why you think you are right, i am right because it leads to escalations, look for sound of argument
- dont use exagerated statement - you always
- seek unity of purpose
- focus on where we are going
- its not person but process -- how can we make sure
- such conflicts do not appear in future example RACI Framework
- look for win wins mutual benefits
- long term -- develop a culture where people listen to each other
When it comes to creating resolving conflicts a few of these communication skills come in Handy.
- Empathy , when you empathise with people it allows them to move over things , otherwise you will hear people saying the same things in many conversations
- Acknowlegement - When listening to someone acknowlegement like nodding , saying yes motivates the speaker, absense of these kinds of motivation leads to demotivation
- Reflecting or Rephrasing -- Listening is more than Hearing, we need to understand what the other person is feeling and rephrase it. Reflecting is showing the other person mirror. This is what i think you said
- Brainstorming - Is allowing people to come up with ideas without Judging. Note that a idea might not be good but it might lead someone to come up with better idea on those lines
Framewok for conflict resolution
- Find Agreement
- Clarify disagreement
- express empathy
- seek alternatives
- Agree on criteria for solution
- Combine and create
- Reach consensus
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