|
Conflict is a normal part of the communication process. Mary Brooks,
CEO of The Leadership & Management Training Co Limited shares some
techniques which will help you diffuse difficult situations.
1. Voice:
· Speak softer
· Speak more slowly
2. Body Language:
· Keep good eye contact (not stare)
· relaxed,
· take a deep slow breath
· legs and arms uncrossed
· take another deep breath
· sit or stand at eye level -- neither one of you is up or down.
3. Ask for a break, if necessary to collect your thoughts.
· Have a time-out to release the energy and tension if the tension is getting in the way of resuming discussion.
4. Do take time out to think about the problem and to clarify your position.
Before you speak out, ask yourself these questions:
* What is the real issue here?
* What do I want to accomplish?
* Who is responsible for what?
* What, specifically, do I want to change?
When possible, take time to sort out these questions before speaking out.
5. Give "I" messages.
6. Repeat messages and clarify often.
· "I think I heard you say...
· I'm not sure, but it sounds like you want...
· Could you explain that to me again?"
7. Remember to breathe.
8. Words that de-escalate a conflict are:
* May be
* what if
* I feel
* it seems like
* I think
* Sometimes
* Perhaps
* I wonder.
9. Affirm and acknowledge the position and needs of the other(s).
· "I can appreciate your situation...
· It sounds hard for you too...
· Thank you for your..."
· With practice, we can all understand and/or appreciate another's point of view or needs.
10. Ask open-ended questions.
These are questions that do not require yes or no answers. For example:
· "What are your thoughts on this" Instead of:
· "Do you think we should do this activity? Yes or No?
|
“Take another deep breath. Listen to your voice.
· Is it calm?
· Relaxed?
· In control?
Look at your body.
· Are your fists clenched?
· Are your lips pursed?
· Are you arms folded?
· Are you shaking?
Listen to your thoughts.
· Are you really listening to the other person(s)?
· Are you brainstorming alternative ideas or stuck in your mind with your original point of view?
· Can you find something that you appreciate about the other(s) positions, needs and/or feelings?
Have a successful and great communicative working life!
Note. The Leadership & Management Training Co Limited offers BPCC Members 25% discount on all training provided by the company.
|
|
){kind=link}