Conflict Resolution Behaviour  

Santta 62M
4 posts
6/11/2006 10:07 am

Last Read:
6/22/2006 7:56 pm

Conflict Resolution Behaviour


There are five basic behaviors which will help you resolve conflict in almost any situation you encounter. They will allow you to benefit from
positive disagreement without having those
disagreements escalate into out-of-control personality
conflicts that damage the morale and productivity of
the organization. These basics are:

Openness -- state your feelings and thoughts openly,
directly, and honestly without trying to hide or
disguise the real object of your disagreement. Don't
attribute negative statements about the other person
to unknown others. Use I-statements and talk about
how you feel and what you want. Focus on current
specifics and on identifying the problem.

Empathy -- listen with empathy. Try to understand and
feel what the other person is feeling and to see the
situation from her point of view. Demonstrate your
understanding and validate the other person's
feelings. Comments such as I appreciate how you feel
... I understand your feelings ... I'm sorry I made
you feel that way ... let the other person know that
you are sincere in understanding her views.

Supportiveness -- describe the behaviors you have
difficulty with rather than evaluating them. Express
your concern for and support of the other person. Let
him know you want to find a solution that benefits
both of you. State your position tentatively with a
willingness to change your opinion if appropriate
reasons are given. Be willing to support the other
person's position if it makes sense to do so.

Positiveness -- try to identify areas of agreements
and emphasize those. Look at the conflict as a way to
better understand the entire situation and to possibly
find a new and better solution. Be positive about the
other person and your relationship. Express your
commitment to finding a resolution that works for
everyone.

Equality -- treat the other person and his ideas and
opinions as equal. Give the person the time and space
to completely express his ideas. Evaluate all ideas
and positions logically and without regard to
ownership.

Conflicts offer many benefits if we can resolve them
productively. Healthy disagreement can have a
positive, generating effect. As people are forced to
work through a problem to its solution, they get a
chance to better understand the point of view of
others. Successful resolution of small conflicts can
diffuse the possibility of more serious conflicts and
result in better working relationships.

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