Nowhere else do conflicts come out as obviously as they do in business. Conflicts exist between companies and organizations, associations, inside one organization between colleagues, bosses and their subordinates, etc. It is not a secret to anyone that when a conflict in an organization is uncontrolled it can lead to a confrontation which finally leads to a degradation of a business group and entire organization.
The contradiction which develops between people or teams due to misunderstandings or opposition of interests, absence of agreement between two or more parties can also be functional and bring benefit if you know HOW to manage conflicts.
A conflict is a fact of human existence, there are no conflict-free organizations or situations in life, conflicts will arise always and this is quite a normal fact, it is important to control this process. No matter what the nature of organizational conflict is, managers must know how to analyze, understand and manage it. In order to do that various skills are necessary, such as:
- control over emotions, since if you are a member of a conflict, then, first of all, you must start with yourself, with your emotions and psychological state. Ability to notice and recognize your companion’s calibrations - is the key to your companion’s psychological state, with the help of which you can manage his emotions. During communication a person shows his reaction to the subject being discussed. Such reactions are called “calibrations”. A skillful communicator pays close attention to feedback reactions: movement of the eyes, sound and tone of voice, changes in breathing and posture, color of the face and gestures.
- ability to turn the conversation to a necessary direction, here, communication skills such as positive keys, anchoring, complex equivalences, reframing and other techniques are vital. Rapport or connection creation between companions is very important for further progression in the process of communication. Too often we perceive “offence” or “resistance” as a problem, failure or difficulty and give up. “Pacing” or tuning to a companion’s internal world while communicating takes away resistance and gives an opportunity to lead the dialogue to a goal which was set. Remember that people trace clearly when they are lead to the direction they do not want and that can destroy developed rapport very quickly.
- ability to choose a strategy necessary for a particular situation using power or coercion. Here, knowledge of human motivation models will be of assistance, so that you can deliver information in the best way and get necessary results based not on your ambition or emotions (as many do) but on a specific situation and on built in a human nature of motives.
- knowing communication process and basic beliefs of effective communicators for successful conflict solving and positive settings for the future. Regardless of which goals you are pursuing during communication, the reaction you get tells you what you actually communicated to another person and not what you intended to. Consider it a feedback and use it. You can think of it as of “acceptance of 100% responsibility for your communication”. Responsible communication means you always have an opportunity to bring in changes into it until you get the result desired.
Remember that every person has all the resources necessary to be successful!
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