REFLECTIONS

Conflict Resolution

One of the key expectation for managers is the ability to resolve conflict at work place. I would like to share my

thoughts in the context of performance assessment and setting targets for our

colleagues.

Listen to your counterpart

You will haveto demonstratea willingness to

listen to the other side. Do not interrupt

unless required and provide the space to

understand the complete picture. This can

calm down nerves and put you in good light.

Ask intelligent questions or paraphrase

This is a key step to clarify and validate the

assumptions or topics that were unclear

during the start of the discussion. You can

ask questions such as “Are you saying

that…? Or “Tell me if this is what you want

to convey…?

Remain composed when provoked

Maintain your cool even if the person on the

other side is misinformed, adverse or

illogical .You need to accept the fact that

others have a right to disagree.

Be clear about why you are arguing

Be clear as to why you want to disagree and

what do you want to accomplish at the end.

You will have to counter only for a good

cause.

Demonstrate assertiveness

You have the right to be heard as well

without being aggressive. Express your

opinions unequivocally without taking a hard

stance. At times you will have retract based

on how the discussion progresses.

Establish a constructive dialogue

An effective approach is to come up with a

counter plan for any topic that you are in

disagreement. Do not ridicule any

suggestions unless you have a something

better to show.

Do not be judgmental

Remain descriptive and provide sufficient

examples to prove your point. Always avoid

personal affronts and insults. Yet remain

powerfully polite.

Accept ownership for causing a conflict

This will test your character. Admit to the

contribution you made to this dilemma that

will encourage the other person to take

corrective action. Apologize when required.

Concentrate on the situation

Develop a win-win situation. Strive to

accomplish both your needs and those on

the other side of the discussion. Do not take

a stand and defend a one sided position.