What conflict resolution techniques can you use when team members have different communication styles?

1 Identify communication styles

Identifying communication styles is the first step to resolving conflicts caused by them. Communication styles are the ways people express themselves, listen, and respond to others, which can be influenced by personality, culture, background, and preferences. For example, some may be assertive (direct, confident, and clear), aggressive (hostile, demanding, and disrespectful), passive (submissive, avoidant, and unclear), or passive-aggressive (sarcastic, resentful, and manipulative). To identify the communication styles of your team members, observe their verbal and non-verbal cues, ask them for feedback, and use self-assessment tools.

2 Adapt your communication style

The second step to resolving conflicts caused by communication styles is to adapt your own communication style to suit the situation and the person you are communicating with. This does not mean changing your personality or values, but rather adjusting your tone, language, and approach to match the needs and expectations of your team members. For instance, when speaking with passive or passive-aggressive team members, use more empathy and validation. If you are communicating with assertive or aggressive team members, use more facts and logic. When conversing with unclear or avoidant team members, ask more questions and clarifications. Lastly, when speaking with confident or direct team members, use more positive reinforcement and recognition.

3 Use active listening skills

The third step to resolving conflicts caused by communication styles is to use active listening skills. Active listening is an important process that involves paying attention, showing interest, and providing feedback to the speaker. It helps you understand the message, the emotions, and the intentions of your team members, as well as build rapport and trust. Some active listening techniques include paraphrasing, reflecting, summarizing, and asking open-ended questions. Paraphrasing involves repeating the main points of what the speaker said in your own words. Reflecting involves expressing the feelings or emotions that the speaker conveyed. Summarizing involves providing a brief overview of what the speaker said and asking for confirmation. Asking open-ended questions invites the speaker to elaborate or explain more.

5 Provide feedback and follow-up

The fifth step to resolving conflicts caused by communication styles is to provide feedback and follow-up. Feedback is the information given or received about the performance, behavior, or outcome of a task or project, while follow-up is the action taken or requested to ensure that the feedback is implemented and the conflict is resolved. When giving feedback, be specific, timely, and constructive. When receiving feedback, be open, respectful and appreciative. Additionally, use the sandwich method: start with a positive, then address the negative, then end with a positive. Furthermore, set SMART goals (specific, measurable, achievable, relevant, and time-bound) and check in regularly to monitor progress and results.

6 Develop a communication plan

The sixth step to resolving conflicts caused by communication styles is to develop a communication plan. This document outlines the purpose, objectives, methods, and frequency of communication among your team members, and helps to establish clear expectations, roles, and responsibilities. It includes elements such as the communication purpose (why, what, and how you communicate), objectives (what you want to achieve), methods (email, phone, video call, etc.), frequency (daily, weekly, monthly), stakeholders (team members, clients, managers), and feedback (how you collect and respond). With a communication plan in place, you can prevent or minimize future conflicts.