Register now or log in to join your professional community.
In general terms and briefly, I solve conflict through of the Consensus Approach.
1- Define the conflict.
2-consider the reasons, study then causes
3-put solutions, study them,
4-simulate "case studies"
4-refine the solutions
5- And finally, apply the best solution
Everyone has to deal with difficult people, whether they are argumentative, abusive, stubborn, or combative. The question is, how can you assert your own rights without creating an unnecessary incident?
In most cases, angry people are screaming to be heard. They want to be valued, loved, and listened to. They want to feel important but aren’t able to express themselves constructively. With the right attitude, it’s possible to get past these insecurities and reach an understanding.
These7 strategies will help you setting disputes quickly and peacefully for the benefit of everyone involved:
1. Remain calm. Be still and say nothing. Let the storm run its course. Often times the angry person wants to provoke you. Arguing is ineffective because it raises barriers. Consider how I handled the barber situation.
2. Let the other person do the talking. He or she will soon grow tired of it. Sometimes that’s all they want. To be heard. To feel important. Everyone wants to feel important. Some people just express it in ways that are counterproductive.
3. Genuinely consider the other person’s point of view. Imagine yourself in his shoes. Never say “you’re wrong.” In fact, try hard to look for areas of agreement and build on them.
4. There’s power in the words “Yes, yes, I see exactly what you’re saying. You mean…….” This shows the other person you hear him/her. That’s all they usually want — to be validated. By agreeing with them, you gradually break down the other person’s anger.
5. If the situation turns verbally abusive, put a stop to it. Firmly but calmly state: “You’re very angry right now and you’re saying things you don’t mean (give them the benefit of the doubt). I’m going to excuse myself. We can talk again after you calm down.” Then leave the room or ask them to leave.
6. If you are wrong, quickly admit it and take responsibility. You could say, “You’re absolutely right, it is my fault and here is what I’ll do to fix it.” Even if you’re NOT wrong, at least give them the benefit of the doubt, “I may be wrong, let’s look at the facts together.” It’s hard to argue with that!
These words have tremendous power. Not only does it validate the other person’s viewpoint but it also diffuses the tension. You might be surprised by what happens afterwards. The person could end up defending you. You’d be amazed how an attacker suddenly becomes an ally.
7. Use the power of visualization. If you’re dealing with someone you interact with on a daily basis (like a boss or co-worker), try to imagine that person as a loving spiritual being. I did this with a boss I had at a Wall Street bank several years ago. He was an absolute tyrant and gave everyone a hard time. In retrospect, he was clearly unhappy and insecure.
I resolve conflicts by;
1/ Empathise, removing the emotional heart of the moment: I will stop talking, ask
open questions and listen actively this way I will have more chance to win a friend and
gain agreement than talking and persuading.
2/ Agree the common problem, align agenda: find a common ground of looking at the
challenge and try to change the nature of conflict from win/lose to a win/ win.
3/ Solve the problem, agree a workable solution and the way forward.
By negotiations.
