effective conflict management
Post on 18-Jul-2015
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Techniques to Deal with Conflict
Remember to respect people & attack the problems.!!1. Use Personal Factors 2. Use Tact 3. Depersonalize 4. Anticipate Objections
1. Use Personal Factors
• Do you listen to understand? • Do you mutually respect one another? • Are you empathetic to the other person? • Are you able to identify a common ground and work
toward a solution?
When you feel you can answer ‘yes’ to all of these questions, you’re on the right track to effective communication!!
2. Use Tact
• Take responsibility and ownership to deal with the conflict!
• Turn accusatory statements or questions in tactful statements.!
• Take the “you” out. Use “I” instead.!
3. Depersonalize • Remove pronouns such as “I”, “You” and
“They”!• Refer to facts and data!• Use “We” as a collaborative pronoun!• Be aware of voice tonality!• Avoid “finger-pointing” behavior!
4. Anticipate Objections • Foresee statements, objections, or concerns!• Anticipate the objection and put that at the
beginning of your sentence • Make your request • Link your request to their need/objection
• Avoid “buts” or “howevers”. Use “and”.!
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