What strategies help de-escalate tensions in the workplace?

To de-escalate a situation, start by understanding all sides involved with an open heart. Ask, "What happened?" to gather information, then, "How do you feel?" to understand emotions. Listening to understand, not to respond, is crucial. Many people listen to reply, which isn't helpful. Instead, focus on truly comprehending the other person's perspective. Take notes to capture key points and show your commitment to resolving the situation. This empathetic approach fosters constructive dialogue and leads to a peaceful resolution.

To create an open communication channel, consider these methods: – An anonymous channel, such as SafeReport, a Brazilian app using blockchain for encryption, or a simple anonymous form. – Hiring an intermediary for anonymous feedback. In my last company, we hired a psychologist to create a better work environment, ensuring she never disclosed personal information from feedback. Use both methods, but the key to open communication is initiating it yourself. Share company metrics, good news, opportunities, and mistakes to build relationships. Business and personal connections aren't separate; everyone is human and needs to connect through empathy, listening, and communication. Lead by example. Be human. People will trust on you.

A conflict arises from differing perspectives. As a leader, stay neutral and listen to both sides. Start with the person who initiated the conflict to understand the full context. Take notes and listen without offering your perspective. Then, do the same with the other person. Consider both sides and, if needed, gather more information from others. Categorize attitudes, feelings, and viewpoints according to company values. Base your decision on this context. Sometimes, a meeting with everyone involved will resolve the issue; other times, more decisive action, such as termination, may be necessary. The most important thing is to take action.

Team building starts with hiring. While you can train skills, you can't change character. During interviews, I ask myself, "Could I be friends with this person?" This helps me choose great individuals to work with daily. Hire the best people, both as humans and professionals. Sometimes we seek rock stars, but they don't guarantee success. To foster connection and trust within your team, create opportunities for interaction. Hold daily and weekly meetings, share results and goals, solicit opinions, and be actively involved. Stop merely pointing the direction; work alongside your team, guiding and supporting them. Remember, team building begins with hiring great people, not just great professionals.

Write down all the requirements you think are appropriate for someone on your team. Everything. Do you think being punctual is important? And what about communication? Do you prefer very concise people instead of verbose ones? Next to each point, note what you EXCEL at and what you don't. The leadership role is demonstrated in the company as an example; it's intrinsic. Your team will unconsciously emulate how you got there, and showing the points you noted will stimulate your team to be like you. Lazy leaders generate lazy teams. High-performance leaders generate outstanding teams. It's the practical example that guides the team, not your PowerPoint presentations saying what is desired.