MAP

Motivation/Relationship Problems
Team Conflict


[3] Resolving Conflicts
Printable Diagram:  The 7 Steps to Conflict Resolution

Conflict Resolution

To Resolve a Conflict

What to
say or do?

Why?

1. Calm yourself

Take a deep breath, say "relax"

Clears thinking, models control

2. Restore order 

Take a "Time Out"

Stops the fight, contains the damage

3. Hear their stories 

"Help me understand your concern."

Gathers information, defuses tension

4. Listen carefully

Eye contact, don't interrupt

Honors the need to be heard

5. Generate solutions 

"How could we resolve this?"

Moves from accusations to solutions

6. Agree on a solution

"Would this work for you?"

Moves to resolution, brings closure

7. Test for satisfaction  

"Are you sure this will work for you?"

Assures clear communication

 

      Key Points to Remember 

  • Be a model of calm and control
  • keyDon't give in to emotional outbursts
  • Don't assume people are being difficult intentionally
  • Find a quiet place in the store to resolve conflicts....privately
  • Set some ground rules for the discussion:
  • No raising of voices
  • This is not a debate
  • Speak only for yourself..."I" phrases
  • Confront the issues, not the people
  • Maintain or enhance self-esteem

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Recommended Program:
Experience Taking Flight with DISC, our new DISC Training Program, based the book Taking Flight!: Master the Four Behavioral Styles to Transform your Career, Your Relationships…Your Life, a business fable that features a diverse group of birds confronted with a race against time to save their homes from impending disaster. Suddenly forced to work together, the birds must decipher the four DISC behavioral styles to bring out their best and solve the crisis.



 

Solving Conflict Problems:
[1] What is conflict? [2] Common Causes [3] Resolving conflicts [4] Suggestions