Good intentions are often scuppered by a poor choice of words.
Focussing on the issue rather than the person is a good start to resolving conflict. Here are some tips for doing this.
More ‘I’, less ‘You’
Sentences which start with ‘you’ often sound like an attack. Reframe sentences into ‘I’ statements to make them less personal and accusing. Say ‘I feel angry when meetings start late’. Avoid saying ‘you are always late’ or ‘I’m angry because you are late’ (a ‘you’ sentence thinly disguised).
Carla has just been promoted. Now she’s supervising a newly restructured customer service team. But it’s clear not everyone is happy with the changes that have been made. Carla’s new team is in conflict.
Carla needs to get her team back on track quickly. Here’s how we’d help Carla deal with this problem. You can use the same strategies to improve your team’s performance or rebuild your team after a period of significant change.
Have you ever worked in a team full of complaining or negative people? If you have, you know the impact negative language can have on team relationships. Great teams speak positively. Here are some tips on how to follow this example.
Some people just aren’t rational. Here are four ways to stay sane around them
Do you work with someone whose reasoning defies logic? Does your boss go off the deep end at the slightest thing? Is a client driving you to distraction with unreasonable demands? You can learn to deal with people who are driven by emotions rather than logic. Here are four things to keep in mind.
If you want better results with people, spending time building rapport can reap great results. Take Craig, for example. He was a freelance IT consultant who wanted help in getting on with his clients. Craig had difficulty managing his clients’ expectations. For example, he was frequently irritated by clients who ‘couldn’t’ describe what they wanted. What he wasn’t acknowledging was that people who could outline their needs accurately probably wouldn’t need his services in the first place!