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Becoming an Expert at Managing Conflict There is no way for a business full of conflict to be successful. Underlying animosity means that people don’t trust each other or work productively. Being able to identify and resolve conflicts effectively will make the difference in making your business successful or not. Here is a set process that will ensure that you are addressing each conflict in the best way possible. First you need to set the scene for the negotiations to happen. In order for people to open up to new ideas, they need to feel safe and respected. You need to make sure the discussion is focused on the actual problem and isn’t focused on the individuals as people. Carefully listening to each person will help them to feel safe. You also need to show that you are shutting down an avenue of resolution without thoughtful consideration. Rephrasing what people are saying is a good way to show you are listening and to understand better. The next step is to gather information. Underneath every person’s position, you will find a deeper need or desire that needs to be understood and met. You won’t be able to do this if you aren’t being objective and putting yourself in their shoes. You shouldn’t try to resolve too many issues at once. Keep the issue concise. Try to imagine the situation from the person’s point of view and see how it is effecting him. Starting sentences with “you” can often make the other person defensive. Instead, try starting sentences with “I” to show that you are thinking about your actions instead of someone else’s. Clarify everyone’s feelings instead of assuming what they are.
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Once you have set up the negotiations and listened, you need to make sure that the problem is clearly identified as the same with everyone. If the problem isn’t identified, then a solution is never going to be met. It is a very important step in conflict resolution to show that everyone knows what the problem is and everyone is essentially working towards the same end goal. You can help everyone feel like part of the solution if you have a brainstorming session. The beginning should just be including everyone in gathering as many ideas as possible. Only add ideas, don’t get rid of any, during this stage. Add as many as you can instead of stopping to think too much about any one idea in particular. Stopping too long on one will kill the creativity of thinking of new ideas. You should make a list of every idea, and someone besides the person listing them should be in charge of editing them. You should gather as much input as you can get. Even if an idea is silly, it may spark the inspiration that triggers the real solution. It is only time to negotiate when everyone has stated their position and understands the other positions. You can reach a solution when everyone feels safe and understood.