Conflict Resolution
As a dean I have many conversations with students related to conflict. I always make sure they understand that conflict is a normal part of life and then coach them through it. So, here is what that looks like.
Conflict exist when one person has a need of another and that need is not being met.
Being able to manage conflict is probably the most valuable skill anyone can develop. This is true because most people just don’t like feeling like someone is “against” them. One key aspect of conflict is the unsaid thoughts that keep us worried. Our lives can be less worried about what others are doing and thinking if we have confidence in our skills to resolve or manage conflict.
So what do we need to consider to grow in our ability to handle conflict? First, we really need to decide how we already feel about it. Can you identify any conflicts with other people right now? How does it feel to you? Some people are wired to walk into conflict while others do everything they can to avoid it. What are your tendencies?
The good news is that anyone can face conflict whether they are comfortable or not. The most important place to start with conflict is seeing our individual responsibility in the problem. What did you do that contributed? Now be careful, while you might think you did absolutely nothing to create the conflict you might be surprised that you actually could have done something to minimize it. For example, do you often pay attention to how people around you are experiencing a situation or life in general? Do you exercise empathy paying attention to how people feel? When this becomes natural behavior you will be able to identify a conflict before it starts and engage the person or team in a positive way.
The single most effective strategy for managing conflicts with people is to simply listen to others frustration or perception of the conflict and accept that they feel that way. Our job is not to decide whether people are “crazy” or just exaggerating the conflict. No one wants to be told how to feel! For this reason, the best way to INCREASE conflict is to ignore the true feelings of other and tell them that they are being silly or ridiculous.
Now here are the general steps to addressing conflict.
- Listen to the other person. Pay attention to things they say taking note of possible reasons for the conflict. The best way to listen is to ask. Just say, “Hey, I know things seem a little bit off, can you tell me about what you think is creating this?”…
- Name the emotion or feeling that is identified by the person by saying, “So you are feeling frustrated that some people in the team are not listening to your ideas.”
This moment is when conflict starts to be resolved because the other person finally feels like they are heard and understood. This makes them more willing to work it out.
- Follow with the obvious solution by saying, “so what you would like is to have people really listen to your ideas and consider what you are suggesting.”
- Offer your possible contribution to the conflict. If you have done your job in thinking the conflict through you should have identified the triggers or factors that led to it. Being able to say, “I have been think about how I could have done a better job with this and wondered how you felt about that” can really diffuse the tension. This is because the other party can see that you are taking responsibility and not defending or attacking anyone.
Key concept: Humility brings people together because humility is not threatening.
Take care,