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A Counterintuitive Way To Diffuse Difficult Situations
Choose your words wisely
- Stay away from starting sentences with “you."
- Hear the other person out first. Don’t apologize, but acknowledge that there is a problem.
- Ask questions for clarity, and be sure that you understand all the facts before you proceed with a resolution.
- If you need to clear the a false accusation, do so concisely. You can say, “I would like to present information that may clear up this matter.”
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Diffusing difficult situations
- Avoiding challenging conversations allows room for assumptions and continuing negative behavior.
- Meet with the person to understand their concerns.
- Listen without expressing your opinion or point of view.
- If there is high emotion involved, respectfully suggest that you meet again at a later time once everyone has reflected upon the challenge at hand.
- Focus on the goal of arriving at a beneficial and positive conclusion.
Your attitude is crucial
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Unresolved conflict
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- Communication: Conflict due to the lack of information, poor information, no information, or misinformation. Clear, concise, accurate, and timely communication of information will help to ease both the number and severity of conflicts.
- Emotions: Letting emotions drive decisions. Don't place emotional superiority ahead of achieving your mission.
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Don’t avoid conflict or pretend nothing has happened as it usually will only get worse.
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- Talk together. Each person should have adequate time to say what he or she believes the other party needs to hear.
- Listen carefully to gain understanding. Give your complete attention to the person who is talking without interrupting.
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- Guide the conversation without taking sides.
Be quick to forgive. Every conflict needs a clear resolution that acknowledges hurt feelings and finds a solution that begins to mend them.
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