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How To Deal With Conflict

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First, it's useful to distinguish two aspects and deal with these differently:



1. What the Conflict is About

In increasing order of difficulty, conflicts arise on:

Facts

How could there be a difference of opinion on facts? Actually, conflicts relating to facts are an everyday occurrence; eg "are we/you/the company successful?"

Methods

The next level of difficulty relates to methods: one manager might seek participation and involvement, while another focuses on getting the task 'out of the door'.

Objectives

Differences of objectives are even more challenging: a sales manager in one area may focus on growing market share profitably with existing customers, while another may focus on new markets, even unprofitably.

Values

Finally, the most difficult conflicts are due to differences, not in personal values like integrity and respect, but in work values. An employee may value customer responsiveness, while his or her manager prioritises process efficiency or operational compliance.

2. How You Handle Conflict

This is determined by your emotional reaction: when not behaving in a totally rational and adult fashion you will tend to cast yourself in one of three roles in the 'drama triangle':

The Victim

Feels persecuted - and indeed will nominate a persecutor!

Wants to be saved - and will look for a 'rescuer'

Says things like, "You never...", "It's not fair...", "They never/they always..."

The Persecutor

Needs a victim

Talks loudly, fingerpoints, betrays irritation

Says things like, "It's obvious...", "Can't you see...", "Just do it..."

The Rescuer

Also needs a victim (and therefore a persecutor)!

Prevents the victim taking responsibility by 'saving' them Says, "I'll talk to him for you...", "You're so right...", "We all feel the same way..."

It's vital to see that none of these positions is useful or functional - it's not 'better' to be a rescuer than a persecutor. Each role in the drama neatly keeps the other two in place and stops you all having an adult conversation to find a solution. Unless you are very honest with yourself about your feelings, your mental position will 'leak' in your words and your body language - and will tend to trigger complementary behaviour in the other players.

Notice that our advice focuses on you managing your behaviour, not fingerpointing the others. This is just playing the drama triangle game - and round you'll go again!

How to Resolve a Conflict

Before even attempting to address a conflict, take control of your feelings, and restore yourself to rational 'grown-up' behaviour. If you need help, get a coach. Don't even try to sort it out until you can take a balanced view and regain your sense of humour!

Then step back and understand the reason for the conflict. If a "factual" conflict, try to discuss and agree a method or way forward. Consensus on this will make it easier to address factual differences, which may even reduce in importance at this stage.

If the conflict is about methods, it helps if you find a common objective, for example, an increase in sales, before discussing whose approach is the best.

You can best handle a conflict of objectives by aligning on common values to foster. Once you agree that, then the discussion can centre on which objectives uphold the agreed values.

Though it can be difficult to get alignment on values, it is vital you understand and respect, not necessarily accept, the other person's viewpoint. Conflicts get entrenched when we disrespect or ridicule others' worldviews. It is entirely acceptable that we conclude a discussion on values "agreeing to disagree"!

Irrespective of the scale of the conflict, we strongly recommend using an experienced facilitator who is outside the culture in which the conflict occurs. They can ensure all parties' views are heard and respected, that people stay rational, and that you get a 'win: win' outcome.
How To Deal With Conflict
* A healthy self-esteem necessitates assertiveness. You should not for one minute think that in order to avoid conflict that you should just agree with the other person even though your instincts tell you differently. This is a sure fire way to build resentment against the other person. If you struggle with assertiveness, this is where the work needs to be done first of all.

Remember, it is fine to say No! It can become something of a habit to stifle your desires, hopes and ambitions and just agree with the other person. This can extend even to simple things such as what to have for dinner! This is particularly true of personalities that are known as people-pleasers. These types will go out of their way to read what it is they believe others want and try and give this to them, irrespective of what they themselves really want or need.

I believe this pattern emerges from an early age when as young children, we learn to read our parents and how to please them, and deliver the desired result or behaviour. So it is that you might have hated doing ballet, but you saw the pleasure your mother got from watching you dance in the annual end-of-year concert and so persist with this hobby longer than you would if you had to choose. You would much rather do so than risk alienating your parent by admitting how much you hate to dance!

It is innate in every child that they know how to please their parent. An emotionally 'healthy' parent would be aware of this tendency and gently encourage the child to think for him/herself and make his or her own choices within appropriate parameters under the parents' guidance.

* A healthy relationship with a partner should be built on give-and-take principles, whereby compromise is the order of the day. Do not always be submissive and afraid to state your point of view for fear that you might lose your partner, as this will lead you to have more anger. Parties have to decide which issues are inflexible, around which there can be no question of negotiation, and which are not that hard and fast, and which can be used, for want of a better phrase, as a 'bargaining tool' . These are the issues around which the parties can negotiate.

* By far the best tip to avoid irreparable damage to a long-term relationship, whether it be simply friends or a romantic partnership or a business relationship conflict would I believe, be to make sure that conflict is not allowed to build up to such a degree that, eventually when you can no longer contain your resentment, there is an explosion when you are unable to hold back and you say things that are hurtful and vindictive. Eruptions are harder to patch up and harsh words can be hard to let go of. Do not allow your resentment to bubble under the surface, rather speak about problems as they arise. This enables you to start off with a clean slate and on a more equal footing than if you are harboring grudges from a while back which have not been aired, and therefore not cleared or resolved;

* Set time aside to talk about burning issues when children are not around. Children should never be brought into arguments, even when the issue is around one of the children. So much damage is done by allowing children to be part of the conflict, whether it is a simple argument at home, extending right to the court-based extent of arguments. Children should maintain their innocence; they should not have to choose between their parents and show allegiance to either one. Forcing children to choose sides harms them in so many ways, some more subtle than others. You should never bad-mouth the other party to the child or in the child's presence. Research abounds on the anxiety this generates for children, to say the least. Much has been written on parental-alienation syndrome, which is related to this issue of denigrating the other parent to the child or in the child's presence.

* Begin the conversation by pointing out the attributes of your partner which are really positive and which are his/her strong points. Do not launch straight into what it is about your partner that irritates you or is driving you mad! There must be things about your partner that you like and that you can mention. Everybody loves to hear something good about them. This sets up a proper forum or state of mind to hear criticism and to negotiate.

* Do not get defensive by trying to deny all the behaviour being raised if you are the one being complained about. If your partner says something bad about you, see it as healthy caring advice rather than harsh criticism, which allows you to take it on board and change your behaviour. Rather think about solutions and how you might change your behaviour to accommodate the other party, without feeling like you are 'giving up' on something you had your heart set on.

* Brainstorm, brainstorm, brainstorm. This envisages that you accept that your point of view, or behaviour as the case might be, is off, and you enlist the aid of the complaining party to help you think of strategies to change. Just throw ideas out as they come to you, without judging their quality, and with no worry about whether or not they will work. You will weigh them up later, for now, it is just about getting ideas on the table. Be inventive, let your creative juices flow!

* Remember the areas in which you DO agree, such as the love for your children and the desire to see them thrive. After this, think about the ideas that you came up with earlier on in your discussion and rate them as best, worst, possible, impossible and so on. If some would clearly not work, remember to identify what is wrong with them so that variations on a theme might come about.

* Find an area of agreement that you can live with, even if it is not the ideal solution or the one that you would have chosen. Focus instead on the long term results of your compromise and what it will do for your relationship.

* Thank the other party pointing out the problem for bringing it to your attention and sound like you MEAN it!!

You have continued in the relationship for all this time, despite your wanting to leave before, pat yourself on the back for this. See this as a step in your personal growth and in the perfection of a relationship that is based on reality, that meets the needs of all concerned, and that can become even closer through the exercise that you have just done.

* If you are not able to take any of the above advice, see a Registered Family Dispute Resolution Provider and Mediator who is an expert in resolving conflict and who can help you to take the necessary steps. Often just watching the Mediator and mirroring their style of dealing with conflict, parties can be helped to do so themselves.
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About Author
Both Kate Mercer & Vivienne Wolff are contributors for EditorialToday. The above articles have been edited for relevancy and timeliness. All write-ups, reviews, tips and guides published by EditorialToday.com and its partners or affiliates are for informational purposes only. They should not be used for any legal or any other type of advice. We do not endorse any author, contributor, writer or article posted by our team.

Kate Mercer has sinced written about articles on various topics from Building Brand Identity, SEO Search Engine Optimization and Insurance for Business. At Shine Consulting, we work with leaders who are consciously engaged in designing their organisations to be places where people:- are consistently passionate, inspired and committed- produce results well beyond the predictable normIn short, organisations. Kate Mercer's top article generates over 2400 views. to your Favourites.

Vivienne Wolff has sinced written about articles on various topics from Legal Matters, self improvement and motivation and Legal Matters. Vivienne Wolff is a Practising Solicitor and Registered Family Dispute Resolution and Mediation Provider whose website can be found at
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