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Use this set of skills to solve conflict in your workplace

by , 31 January 2014
If you want to deal with conflict in your workplace, you need to have certain skills. Read on to find out what they are so you can manage conflict well.

The Practical Guide to Human Resources Management says you need to 'create successful human interaction' when dealing with conflict in the workplace.

How do you do this?

Apply these skills when dealing with conflict in your company

The Guide says the following skills have been proven to create successful human interaction by resolving conflict and to create win-win situations.

If you want to resolve an issue, do the following:

#1: Don't let employees make 'you' statements, instead encourage them to say: 'I think' or 'I feel'.

It's easier for the other person to hear: 'I'm worried, because you never arrive on time for team briefings,' than 'how dare you be so late!'

'I' statements reflect feelings without causing the other person to feel defensive. If defensiveness is avoided in an argument, resolution is easier.

#2: Turn the tables: Employees need to be willing to see the other person's point of view.

#3: Acknowledge needs and fears: Write down everyone's needs and fears and address each individually.

#4: Be fair: Negotiate and compromise.

#5: Match: Matching is when you deliberately lower your voice. The other party will most likely lower their voice as well, without realising you've just calmed them down.

See below for the another five.


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Five more these skills when dealing with conflict in your company

#6: Be respectful: Treat employees as equals and with respect. Remember you still have to work together.

#7: Listen actively: Listening involves more than simply hearing the words, it also requires active involvement. This includes understanding, acknowledging, and responding.

When actively listening, you're also listening for content, meaning, and feelings. To make sure you understand what the person has said (especially when you think you disagree with the statement) paraphrase what you heard.

#8: Keep emotions in check: Don't get emotionally involved. Objectively guide the warring parties to resolution of the dispute.

#9: Separate the person from the problem: In every conflict, there's the content of the problem and the human relationships to consider. Keep in mind that long after you've said the words, the damage can still be felt. Attack the problem, not the person.

#10: Acknowledge: Make sure the parties know that you understand them. Just bear in mind that acknowledging that you understand someone doesn't necessarily mean you agree with either of them.

Well there you have it. Using these skills will help ensure you manage conflict well in your workplace.

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