FACING DISAGREEMENT OR CONFLICT

As a supervisor, you may run into a conflict with an employee, a peer, or your own boss. Four steps will help guide you through such an experience so that the best solution is found and both you and the other party maintain a healthy relationship.

Step 1.
Don't put the other person down. It is important to preserve the integrity and self-respect of all parties. In a heated discussion, it is easy to say something demeaning. To avoid this trap, keep your focus on the issue, not the person.

Step 2.
Search for common ground. Try to see things from the other person's perspective so that you can discover a basis to resolve the matter. In order to better understand the other person's position, you must listen with empathy and be flexible.

Step 3.
Do not expect behavioral changes. The purpose of resolving conflicts is to find agreement on what must be done, not whether a behavioral change is required of you or the other party.

Step 4.
Compromise is not throwing in the towel. The goal is to find the best solution to improve productivity (reach agreed-upon goals), not to discover who might be right or wrong. Thus a compromise—especially after an open discussion—can be the best solution for both parties and the company.

Agreeing to a compromise does not mean you have given up your individuality. It simply means you understand the situation.

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