Conflict at work is almost inevitable. They arise from mismatched expectations for various aspects of the workflow. Conflicts often start with minor disputes, which then escalate into an acute phase. Conflict resolution is best done early.
Instructions
Step 1
The first thing to remember during a conflict is that it must somehow be resolved sooner or later. This understanding will give you the opportunity to look at the situation from the outside and see the full picture of what is happening. To do this, you need to stay calm, watch your emotions, not get angry or do anything that can escalate the conflict. Instead of trying to show that the position of the other side of the conflict is wrong, think about what you can do to resolve the current situation.
Step 2
It is impossible to resolve the conflict if you do not listen to what the opposite side is saying. If you want the conflict situation to come to naught, listen carefully to what you are told, otherwise your answers will be completely unreasoned, the dispute will continue and grow. You can hear a lot of hard-hitting words addressed to you. Remember that emotions and anger on the part of the opponent are an attempt to defend themselves, perhaps he is not fully aware of his speech at this moment. Your task is not to take such words too closely and try to figure out exactly what his position is. After a while, the person will calm down. Not meeting any resistance from you, he will begin to speak at a calm pace, his position will become more and more clear.
Step 3
Try to be as tactful as possible when presenting your arguments. Your words should not be taken as an attempt to fend off your opponent. State your arguments so that the person pays attention to them, and not to your emotional state. It is also possible to maintain the opponent's concentration on the subject of the dispute with the help of a reasonable amount of doubt about your position. Allow the possibility of the correctness of someone else's point of view, say that you both have something to discuss in order to resolve the current situation.
Step 4
If you are in conflict with someone at work, never jump on that person. You should focus on the subject of the controversy, and not on the fight with the person himself. The conflict situation is characterized by a strong emotional intensity. For some people in this situation, it is easier to attack the interlocutor than to try to communicate with him. Do not allow such a development of events.
Step 5
Ask the right questions. When in conflict with a co-worker or customer, do not ask him questions that require him to explain. For example, don't start your questions with “why”. Such questions can be perceived as interrogation. Let the person decide how they will communicate their point of view to you. Ask questions that sound like an invitation to a conversation. For example, ask your opponent what his position is, what he thinks about your words, how he sees a conflict situation, etc.
Step 6
Be prepared to compromise. The resolution of the conflict does not always mean the victory of one of the parties. Some concessions on your part can also lead to a win-win outcome.
