Skip to the content of the web site.

Conflict Management Guidelines

5

Here is information to consider when handling conflict and communication.

 

Catherine's 5 Favourite Conflict Management Tips

 

1. Think Win-Win

 

*approach issue and other person(s) with the belief that both/all of you can have your needs met when you work together

*working together and having all needs met helps to support the agreement and improve the relationship

 

2. Strategy

 

*do your homework - what is your best strategy for reaching your ultimate goal?

*what resources are available to you?

*start to create a plan for how you will reach your ultimate goal and still thinking win-win

 

3. Interest versus Position

 

*understand what you need (not just want) and what the other party needs (not just wants)

*what criterion needs to be met? (e.g., timelines, standards, requirements)

*what different options are available?

 

4. Active Listening

 

*listen - listen - listen

*ask questions (preferably open-ended questions)

*summarize back what you understand the other person has told you

*ask person to correct or add on to your summary to ensure full understanding of the information being presented

 

5. Understand - then - understood (Covey - Habit 5)

 

*take the time to find out how the other person sees the issue - understand not necessarily agree

*use your active listening skills

*listen to the other person(s) so that you gain more information (eg, criterion, needs, goals)

*with a clear understanding of how the other person sees things, you are now in a position to go further into a discussion and bring forward some of you criterion, needs and goals

*working together to accomplish what needs to be done and ensuring that all needs are met

 

Notes

 

*The five tips can be used individually to support clear communication and deal with conflict, however, the five tips can be used together to provide a basis for negotiation.

 

*This information is from a presentation that Catherine has designed. Feel free to contact Catherine if you are interested in a presentation on her five favourite conflict management tips or wish to have a discussion.