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How do you handle conflicts and disagreements with clients or colleagues?

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Conflicts and disagreements are inevitable in any work environment, especially when you are dealing with different clients or colleagues who have diverse perspectives, expectations, and personalities. As an HR consultant, you need to have the skills and strategies to handle these situations professionally and constructively, without damaging your relationships or reputation. In this article, you will learn how to do that by following these six steps:

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Sacha de Klerk

Diversity, Equity & Inclusion Strategist, People-First Leader & Key-note Speaker

1 Identify the source

Before you react to a conflict or disagreement, take a moment to understand what is causing it. Is it a misunderstanding, a difference of opinion, a clash of values, a communication breakdown, or a performance issue? Try to see the situation from the other person's point of view and empathize with their feelings and needs. Avoid making assumptions or judgments based on your own biases or emotions.

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Sacha de Klerk

Diversity, Equity & Inclusion Strategist, People-First Leader & Key-note Speaker
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When trying to resolve conflict, lead with empathy to set a foundation for an open discussion. Acknowledge the impact the conflict has had on the individual. Ask open-ended questions to gather information and don't be tempted to jump straight into solution mode. It can be tempting to fill in the gaps of information with assumptions about the situation so ask clarifying questions to fully explore all factors behind the conflict. You may also want to gather information from other people to fully understand the situation. Employ active listening and confirm that you have heard them. While developing your understanding of the conflict avoid giving advice, explaining or agreeing/disagreeing with any of the information you are receiving.

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2 Choose your response

Once you have identified the source of the conflict or disagreement, you need to decide how to respond to it. Depending on the situation and your goals, you can accommodate the other person's demands or preferences, even if you disagree with them; ignore or withdraw from the conflict; assert your position or interests; find a middle ground or mutually acceptable solution; or work together to find a win-win solution. Accommodating may be appropriate if the issue is not important to you, while avoiding may be appropriate if the issue is trivial. Competing may be appropriate if the issue is urgent, critical, or non-negotiable, while compromising may be appropriate if the issue is moderately important. Collaborating may be appropriate if the issue is complex, important, or long-term.

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Sacha de Klerk

Diversity, Equity & Inclusion Strategist, People-First Leader & Key-note Speaker
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Once you have a clear understanding of the conflict, evaluate your options for responding. The solution could be straightforward or more complex. I find it helpful to seek out advice from a colleague who approaches problem solving differently to me to get an additional perspective and make sure that I am not missing something in my potential approaches. You could be required to set boundaries for acceptable conduct and language used. Conflict can lead to many positive outcomes such as better understanding, collaboration, issue clarification and stronger interpersonal relationships. Constructive conflict is an important and normal part of the workplace but it should be approached with respect and empathy, for all parties involved.

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3 Communicate effectively

Whatever response you choose, you need to communicate it effectively to the other person. This means using clear, respectful, and assertive language, listening actively and attentively, asking open-ended questions, acknowledging and validating the other person's feelings and concerns, and expressing your own feelings and concerns in a constructive way. Avoid using aggressive, defensive, or passive-aggressive language, interrupting or talking over the other person, blaming or criticizing the other person, or making personal attacks or threats.

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4 Focus on solutions

The goal of handling a conflict or disagreement is not to win an argument or prove a point, but to find a solution that works for both parties. Thus, you should focus on the problem, not the person, and explore ways to meet both parties' needs and interests. To do this, you need to understand the underlying causes and effects of the conflict or disagreement. Additionally, you must identify the common goals and values that both parties share. Generating and evaluating various options and alternatives can help you negotiate and agree on a fair and feasible solution. Lastly, it is important to confirm and clarify the details and expectations of the solution.

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Sacha de Klerk

Diversity, Equity & Inclusion Strategist, People-First Leader & Key-note Speaker
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A useful technique is to ask the person what their ideal outcome is. Clarifying expectations of what resolution can look like will enable you to tailor the solution and manage expectations of what you are able to offer.

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5 Follow up and follow through

Once you have reached a solution, it is important to follow up and follow through to ensure that it is implemented and effective. Document the agreed solution and action steps for all relevant parties, monitor and evaluate the progress and outcomes of the solution, provide and seek feedback and support, celebrate and acknowledge the achievements and contributions of both parties, and review and revise the solution if necessary.

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Sacha de Klerk

Diversity, Equity & Inclusion Strategist, People-First Leader & Key-note Speaker
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The follow up is another opportunity to strong build relationships. Showing your gratitude and appreciation for their collaboration in resolving the conflict allows you to demonstrate that you are receptive to feedback and future troubleshooting and frames the entire interaction in a positive way.

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6 Learn and improve

Ultimately, it is essential to learn and improve from every conflict or disagreement you encounter. It is beneficial to reflect on the process and identify your strengths and weaknesses in handling conflicts. Additionally, seeking feedback and advice from those involved or observing the situation can provide valuable insight. Taking responsibility for your actions, apologizing for any harm caused, and applying the lessons can help you handle conflicts in a professional and constructive manner. Doing so can turn conflicts into opportunities for learning, growth, and collaboration.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you handle conflicts and disagreements with clients or colleagues?

1

2

3

4

5

6

7

1 Identify the source

2 Choose your response

3 Communicate effectively

4 Focus on solutions

5 Follow up and follow through

6 Learn and improve

7 Here’s what else to consider

HR Consulting

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How do you handle conflicts and disagreements with clients or colleagues?

1

2

3

4

5

6

7

1 Identify the source

2 Choose your response

3 Communicate effectively

4 Focus on solutions

5 Follow up and follow through

6 Learn and improve

7 Here’s what else to consider

HR Consulting

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