Four steps for resolving conflict

Conflict resolution is a process which aims to reduce disagreement. It takes time, but it reaps huge rewards.

The benefits of resolving conflict include better team dynamics, less personal stress and increased creativity. The aim of conflict resolution is to create fair solutions, which everyone can agree to. There are five steps involved in resolving conflict.

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Building ‘safety’ in teams

Teams need ‘safety’ in order to work well. But how do you create it?

Psychological safety means that team members feel respected and believe they will be treated fairly by others. When teams have high levels of psychological safety, all team members feel comfortable taking risks, sharing information, challenging ideas and trying new things.

Here are three ways to build psychological safety in your team.

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Handling team saboteurs

Scott’s attitude was a problem for the whole team. He was never happy with anything. He sabotaged team meetings with sarcastic remarks and dismissive body language.

Now Scott was playing with his phone, rather than participating in a brainstorming session led by Chris. Here’s how we’d help Chris deal with Scott’s behaviour. You can use the same strategies to respond to passive aggressive people in your workplace.

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Sorting out team conflict

Kym had made an informal complaint about Antony ‘bullying’ her. Now Michael, their supervisor, had to sort out the situation. Michael had done the right thing by taking Kym’s complaint seriously. But he wasn’t quite sure what to do next. He called me for advice. Here’s what I explained about taking on a mediation role when you’re a manager.

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Managing Irrational People

Stella’s performance just wasn’t up to scratch. Kath, her supervisor, was keen to help Stella improve. But whenever Kath gave Stella feedback, the conversation got out of control.

Stella seemed unable to accept any form of feedback without becoming defensive. No matter how Kath worded her message, it triggered tirades and tears. Feeling at a loss about what to do next, Kath came to my course on Dealing with Difficult People.

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Kiera and Jason didn’t get on. Annette, their supervisor, tried to sort things out. But Kiera insisted it was all Jason’s fault.

Kiera refused to acknowledge her own part in the conflict. In desperation, Annette enrolled in my course on Dealing with Difficult People. During a break, I talked to Annette about how to set boundaries and limits on poor behaviour in the team. You might find these tips useful, too.

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Detox your team

Zeb was enthusiastic about stepping into his first team leader role. Little did he know that he was ‘inheriting’ a toxic team.

Sarcasm and catty remarks were abundant. Positive remarks and respectful interactions were rare. Conflicts from years ago were still reverberating. Here’s how I helped build a healthier dynamic in this team. You can use the same strategies to set your team up for success.

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Mediation: Tips for managers and supervisors

If conflict is causing chaos in your team, mediation may be the solution.

Workplace conflict affects performance and can have devastating effects on morale. Mediation – a discussion between people in conflict which is facilitated by an independent person – is often valuable in resolving issues. Here’s how to make mediation work for you at work.

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Handling irrational people: Four steps for success

Irrational behaviour can be confusing or annoying. But with a bit of know-how you can handle it professionally. Here are some steps mental health professionals use to manage people who aren’t thinking straight. You can use them, too, when dealing with irrational people.

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The FAST way to sort out conflict

Negotiation can be challenging, particularly in a conflict situation. Using FAST principles will help you keep the conversation in ‘okay’ mode.

Focus on one issue at a time

Difficult negotiations can be derailed by side issues. So you need to focus and keep the conversation focussed on one thing at a time. Sometimes, during conflict, the other person deliberately tries to take the conversation off-track. But you can prevent diversions by identifying the key issue which needs to be resolved.

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