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How to manage conflict
The goal is to know friction and tension and deal with it earlier than it rise into a major problem. One point is clear--conflict does not magically go away if ignored.
Certain types of conflict in the workplace, such as sexual harassment and discrimination, are very obvious and readily identified. Other forms of conflict may not be so easily identified.
How to manage conflict step 1 - Listen to both sides of the clash.
How to manage conflict step 2 - Make it clear that you are there only to help them decide the issue, not solve it for them. They must do those themselves.
How to manage conflict step 3 - Make it clear that you will be helping both sides, and make sure the people you are mediating for also want a win-win resolution.
How to manage conflict step 4 - Ask each side to tell you what they think the issue is.
How to manage conflict step 5 - Ask them the cause for why they think so. Often at this point, you may realize that the issues they are talking about are not the real problem.
Step 6 - Keep them talking, if those concerned aren\'t working to decide the conflict, you can\'t decide it for them
Step 7 - Keep them cool. You need to be in charge, not their anger and irritation.
Step 8 - Once you feel that you have recognized the real issue, point it out to them and ask them if they agree.
Step 9 - Ask each side what they would like to see occur, in order for them to feel that the issue has been resolved.
Step 10 - Be reminiscent them to be reasonable with each other.
Step 11 - Point out that generally, it does need some degree of compromise and maturity to be reasonable.
Step 12 - The talks are only at an end when both sides agree to a cooperation that is fair and sensible, do not let either side walk away unsatisfied or don\'t try to force an agreement that the sides aren\'t happy with.
Step 13 - Take everybody out for a beer, coffee, or ice-cream, depending on the age bracket
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