In some cases the conflict becomes a performance issue, and may become a topic for coaching sessions, performance appraisals, or disciplinary action (see Chapter 22: Taking Disciplinary Action).The first thing you need to do is ensure which mod is taking priority over Mod A’s textures. An outside facilitator (such as the Staff Ombuds Office) may be able to offer other insights on solving the problem. If the conflict is causing a disruption in the department and it remains unresolved, you may need to explore other avenues. Determine what you'll do if the conflict goes unresolved.You may want to schedule a follow-up meeting in about two weeks to determine how the parties are doing. Determine follow-up you will take to monitor actions.(Total silence may be a sign of passive resistance.) Be sure you get real agreement from everyone. Make sure involved parties buy into actions.Problem-solve by generating multiple alternatives.Agree on some small change to give an experience of success.Find common areas of agreement, no matter how small:.Once you understand the advantages their solutions have for them, you have discovered their needs. To discover needs, you must try to find out why people want the solutions they initially proposed. Looking first for needs, rather than solutions, is a powerful tool for generating win/win options. The goal of conflict resolution is not to decide which person is right or wrong the goal is to reach a solution that everyone can live with. What is the stated problem? What is the negative impact on the work or relationships? Are differing personality styles part of the problem? Meet with employees separately at first and question them about the situation. Before any kind of problem-solving can take place, these emotions should be expressed and acknowledged. Some feelings of anger and/or hurt usually accompany conflict situations. Let individuals express their feelings.Acquaint yourself with what's happening and be open about the problem. Honesty and clear communication play an important role in the resolution process. Acknowledge that a difficult situation exists.Here are some tips you can use when faced with employees who can't resolve their own conflicts. Whether you have two employees who are fighting for the desk next to the window or one employee who wants the heat on and another who doesn't, your immediate response to conflict situations is essential.
To learn more about communication skills, see Chapter 13: Communication.
Make sure you really understand what employees are saying by asking questions and focusing on their perception of the problem. Listening to employee concerns will foster an open environment. That includes creating an open communication environment in your unit by encouraging employees to talk about work issues. To manage conflict effectively you must be a skilled communicator.
0 kommentar(er)
