Conflicts in teams are inevitable and each manager should take them as opportunities for discussion and creative problem solving. However, this is easier said than done. Read the following tips published on openforum.com in an article titled "10 sentences that can work to resolve any problem".
1. Look for details of the problem
Let the concerned employee speak and listen to him. Say for example: "I didn't know that this was happening, tell me more about it."
2. Demonstrate that it is necessary to calm down
Show that you want to solve problems in peace. Say for example: "I want to hear your opinion but I can't until you stop screaming."
3. Express your disagreement politely
Listen to the employee and then express your potential disagreement. Support it with arguments and don't let yourself be forced to take a different opinion. Say for example: "I understand you but I can see the whole thing differently."
4. Demonstrate that you are going to think about the things
You don't have to promise that you will immediately do everything as your employees wish. However, show good will. Say for example: "I will incorporate your ideas."
5. Take responsibility for resolving the conflict
Show that you can work on the conflict together. Say for example: "Both of us have to work even harder to get things done right."
6. Search for the real cause of the problem
The sooner you identify the real problem, the sooner it can be resolved. Ask for example: "Why do you disagree with me?"
7. Offer space to look at the issue from a broader perspective
Not every conflict can be resolved immediately. Ask for example: "I can see that we can't agree at the moment. Can we talk about it again tomorrow so that we can think of possible solutions?"
8. Think about what to do so that the conflict will not repeat
Recognize the need to find ways to prevent further similar conflicts. Say for example: "Let's focus on what we can do not to repeat this any more."
9. Ask what you can do
Move your interest from a particular conflict to the process of how to resolve it. Ask for example: "How can I contribute to the improvement of our communication so that this doesn't happen again?"
10. Ask how to make things easier in the future
Don't say what you will do, let employees give you an advice. Ask for example: "What can I do next time to make it less hard for you?"
-kk-