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Tactics for when things get tense at the office to help you diffuse the war at the water cooler.
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What you'll learn
How to create a positive work environment
Conflict resolution strategies
Effective communication in the workplace
Ideas from books, podcasts, videos & articles
Crucial Conversations: Tools for Talking When Stakes are High, Third Edition
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3 Top Key Ideas (87 total)
One of the traps of digging into hard conversations is a desire to get to a copacetic place where everyone feels better.
Head for the fiery core of the issue. Find the pain points. And, before getting wrapped up in resolving, acknowledge how they’re affecting everyone. The ultimate goal of mediation, after all, isn’t agreement. It’s understanding.
It's not the disagreement that is the problem, but its impact on the workplace that must be managed. When channeled correctly, differing opinions can bring about positive change and new ideas.
When employees are engaged in a conflict, don't take sides or assume that the dispute must be brought to an end fast. Employees don't always have to agree with each other. Healthy disagreement should be expected and even encouraged, provided those involved are not rude or disrespectful.
When conflicts occur, it's common to metaphorically "turn away" from the other person. We see the other person through a negative lens, focusing on what's missing, what's wrong, or the other person's flaws.
Remind the individuals that they are on the same team. Ask them to think about how much they value their position at the company and how important it is for them to work well together. This shift in their thinking brings the bigger picture into play as it reminds them that they are a part of the larger organization.
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