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Resolving Conflict: Steps to Follow
Dave Carlson - March 11, 2009
Dr. Ken Pierce, Do, MS, CPE offered professional advice about steps to follow to resolve conflict. Conflict management can be an effective management tool.
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- The offended individual should discuss their concerns privately with the individual who offended them. This discussion should take place just between the two individuals.
- If the offended individual is not satisfied with the outcome of the discussion, a peer (not a supervisor) should be brought in to the discussion. The peer should be perceived as neutral by both parties to assure that neither party feels they are being ganged up on.
- If this discussion does not result in a satisfactory resolution, a manager (e.g., team leader, supervisor, or chairman) should be brought in to the discussion to facilitate a resolution. Higher levels of leadership or authority should be engaged only as necessary, and only after attempts to resolve the conflict at lower levels have failed.
- At no time should either party to the conflict attempt to rally support or broaden the audience to gain support for their position.
- Either party to the conflict may take the initiative and choose to involve a peer or a manager in the discussion to help facilitate a resolution.
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