This is the second part of our mini-series on dealing with Conflict Management in the workplace. Like all aspects of labour relations, we do suggest seeking professional help and working with labour and industrial relations specialists but we also feel it is beneficial for employers to understand the workings of what they do.
In part one, we talked about what Conflict Resolution is and we learned that it is defined as ‘’the process of ending a dispute and reaching an agreement that satisfies all parties involved.’’ We also learned that it is important because it helps the parties to reach an understanding and ultimately reconcile emotions and differences so it is a valuable skill that boosts well-being and productivity,
Executing Conflict Resolution
In this part of the series, we will look at how to navigate challenging situations and promote a collaborative work environment. We explore best practices for managing conflicts and look at some of the skills required to successfully execute Conflict Management in the workplace.
Resolving conflict can be done in a couple of ways. Either carried out privately via negotiation between the parties involved, or through the use of a neutral third party, such as a counsellor or mediator and this is generally the better of the two options.
So what are some of the techniques used to execute successful conflict Resolution? - or put another way - what are the skills required by the Conflict Resolution expert to get things back on track? Here are a few of the more important ones…
Intentional listening skills
Listening intently to both sides of any conflict is essential to the outcome. If both parties are to feel that they are truly being heard the mediator needs to show this. Good active listeners and practitioners of Conflict Resolution are usually articulate and decisive – and skilled negotiators managing stress and emotions.
Effective communication
Hearing is one thing but successfully communicating is another. Clear and transparent communications can not only resolve personal and professional problems but prevent them from happening again.
Good communication skills are about being articulate and decisive but can be verbal or non-verbal and also require an element of persuasiveness. Assertiveness is also good as it pushes people to address their issues rather than remain silent until the matter explodes.
Replace ‘you’ with ‘I’
An important element of resolving conflict is to state your case from a point of view of ‘’I feel this and that’’ and not ‘’you did this and that.’’ ‘’You’’ is always accusatory and that needs to be avoided if possible.
Controlling emotions
This is a vital element of executing Conflict Resolution as emotions, when left to be poorly expressed, can result in ineffective communication and create an explosive situation. The meetings should be conducted with emotions being kept in check by a good regulator - and that requires a skilled negotiator who can be calm, sincere, understanding and patient. They also, however, need to be firm and capable of managing stressful situations and difficult people – and extract an apology when it is appropriate!
Consult the professionals
As you can see, the skills required to successfully execute Conflict Management in the workplace are extensive and usually only learned after many years of training in conflict resolution and management.
As Labour and Industrial Relations experts Platinum Business Solutions can assist you with all Labour-related issues – and in fact with any aspect of building a successful, streamlined business in this highly competitive business environment.
Talk to us today to start giving your business the cutting edge and watch this space for the last in our series on Conflict Resolution – and so much more!