You’re struggling to resolve a conflict with a colleague. What’s the best way to use technology to help?

1 Identify the issue

Before you reach out to your colleague, you need to have a clear idea of what the problem is and what you want to achieve. Is it a misunderstanding, a disagreement, a personality clash, or a performance issue? How does it affect your work, your team, or your organization? What are your needs, interests, and goals? What are your colleague's needs, interests, and goals? Write down your answers and use them as a guide for your communication.

2 Choose the right channel

Technology offers a variety of channels to communicate with your colleague, such as email, chat, phone, video call, or online platform. However, not all channels are equally suitable for every situation. You need to consider the urgency, complexity, and sensitivity of the issue, as well as the preferences and availability of your colleague. For example, email can be good for sharing information or documents, but it can also be misinterpreted or ignored. Chat can be convenient and informal, but it can also be distracting or intrusive. Phone can be more personal and immediate, but it can also be interrupted or recorded. Video call can be more expressive and interactive, but it can also be affected by technical issues or privacy concerns. Online platform can be more collaborative and transparent, but it can also be overwhelming or confusing. Choose the channel that best matches the nature and purpose of your communication.

3 Prepare and practice

Before you initiate the communication, you need to prepare and practice your message. Technology can help you do this by providing you with tools and resources to structure, edit, and rehearse your message. For example, you can use a word processor to draft and revise your email or chat, a voice recorder to listen and improve your phone or video call, or an online tool to create and share your presentation or proposal. You can also use technology to seek feedback or advice from a trusted colleague, mentor, or coach. However, be careful not to over-rely on technology or lose your authenticity. Remember that your message should be clear, concise, respectful, and empathetic.

4 Listen and respond

During the communication, you need to listen and respond to your colleague in a positive and productive way. Technology can help you do this by enhancing your verbal and non-verbal cues, facilitating your dialogue, and documenting your progress. For example, you can use a headset or speaker to improve your sound quality, a webcam or camera to show your facial expressions and body language, an online agenda or timer to keep your conversation focused and on track, or an online note or summary to capture and confirm your main points and action steps. You can also use technology to acknowledge and appreciate your colleague's input, such as sending a thank-you email or chat, or giving a thumbs-up or emoji. However, be mindful of the potential pitfalls of technology, such as distractions, interruptions, or misunderstandings. Remember to listen actively, ask open-ended questions, clarify assumptions, and paraphrase key messages.

5 Follow up and follow through

After the communication, you need to follow up and follow through on your commitments and agreements. Technology can help you do this by reminding you of your deadlines, tasks, and responsibilities, as well as updating you on your colleague's status, feedback, and results. For example, you can use a calendar or reminder to schedule and track your action steps, an email or chat to communicate and coordinate your progress, or an online platform to share and review your deliverables or outcomes. You can also use technology to celebrate and reinforce your achievements, such as sending a congratulatory email or chat, or giving a star or badge. However, be respectful of your colleague's time and space, and avoid spamming, nagging, or micromanaging. Remember to follow up regularly, report honestly, and deliver consistently.

6 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?