Dealing with Conflict

Author: Mike Utting

10 techniques to reach a positive outcome

Remain calm

Seek out the reasoning for the other party’s position – Can you find alternative ways of meeting their needs?

Avoid conceding: realise shouting can be a deliberate plot to gain a concession

Preparation and planning: know their style

If it becomes too personal engage a ‘3rd’

party as mediator

First send in the bulldog then someone a lot

calmer.

Use team dynamics -

Meet on neutral territory

Role play responses with colleagues

Act quickly if matters start to escalate – use Cialdini’s ‘Authority’ Principle

Find out more about dealing with conflict and Cialdini’s six Principles of Influence:-

Want to know more?

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