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Step 3: Request solutions.
After getting each party’s viewpoint, the next step is to get them to identify how the situation could be changed. Again, question the parties to solicit their ideas: “How can you make things better between you?” As mediator, you have to be an active listener, aware of every verbal nuance, as well as a good reader of body language. You want to get the disputants to stop fighting and start cooperating, and that means steering the discussion away from finger pointing and toward ways of resolving the conflict.
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Constructive Management Approach
“Conflict can and should be handled constructively; when it is, relationships benefit. Conflict avoidance is *not* the hallmark of a good relationship. On the contrary, it is a symptom of serious problems and of poor communication.”
-Harriet B. Braiker
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Step 4: Identify solutions both disputants can support.
You are listening for the most acceptable course of action. Point out the merits of various ideas, not only from each other’s perspective, but in terms of the benefits to the organization. For instance, you might suggest the need for greater cooperation and collaboration to effectively address te...
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Step 5: Agreement.
The mediator needs to get the two parties to shake hands and accept one of the alternatives identified in Step 4. The goal is to reach a negotiated agreement. Some mediators go as far as to write up a contract in which actions and time frames are specified. However, it might be sufficient to meet...
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Conflict Resolution Defined
The definition of conflict resolution is to resolve an issue or problem between two or more people, but is there a correct way to handle conflict? What are the effects of poor conflict management? Disagreements in the workplace are inevitable, as employees have different personalities, goals, and...
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Step 1: Define the source of the conflict.
The more information you have about the cause of the problem, the more easily you can help to resolve it. As a manager or supervisor, you need to give both parties the chance to share their side of the story. It will give you a better understanding of the situation, as well as demonstrate your im...
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The Five Steps to Conflict Resolution for Managers
This mediation process works between groups as well as individuals.
“We don't get harmony when everybody sings the same note. Only notes that are different can harmonize. The same is true with people.”
-Steve Goodier
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Step 2: Look beyond the incident.
Often, it is not the situation but the point of view of the situation that causes anger to fester and ultimately leads to a shouting match or other visible and disruptive result. The source of the conflict might be a minor issue that occurred months before, but the level of stress has grown to th...
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Collaborative effort equals enhanced quality of life and work.
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Step #3: Bookmarking
Use the ‘Bookmarking’ technique to create a deeper connection by adding verbal markers or emphasis to parts of the conversation:
- Future Mentions: saying something that will require follow up on later.
- Inside Jokes: making jokes that refer to something inter...
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