When a conflict situation is identified, you must start by establishing a dialogue. Communication broken or not, there are several ways to get the different protagonists to communicate. It is possible to act both on the root of the problem and on a solution to be found together.
7 ways to get out of a conflict :
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1 – Arbitration
It's about finding a solution by putting the relational aspect aside. A neutral and impartial person decides in order to resolve the dispute.
2 – Conciliation
It is necessary to take into account both:
- of a possible solution
- of the relationship by going beyond the win/lose relationship
The manager seeks a compromise that will serve the best interests of everyone.
3 – Mediation
Mediation does not necessarily lead to a result in the face of a conflict. On the other hand, it helps to restore communication between the parties. And even better: it makes them creative by pushing them to find a solution themselves. The result ? A new dynamic of cooperation.
4 – Negotiation
In the right environment and at the right time, you must:
- let everyone express their needs and feelings
- list solutions and evaluate them
- decide on a solution that suits everyone
- analyze the results
5 – Metacommunication
It allows you to get rid of innuendoes and objections by answering simple questions:
- What is going on ?
- What do you mean ?
- What you say resonates with me...
Metacommunication is used to comment on an exchange.
6 – The DESC method
Describe (the problem)
Express (feelings)
Suggest (solutions)
Conclude (analyze consequences)
7 – Handling objections
" Yes but no "…
Try to rephrase each objection by asking the objector what would suit him or her better.
The best advice: remain neutral and objective at all costs.
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