Dealing with Any Conflict Starts Here...

The definition of conflict resolution is to resolve an issue or problem between two or more people. Disagreements in the workplace are inevitable, as employees have different personalities, goals, and opinions.

Learning how to handle disputes efficiently is a necessary skill for management and for your organization as a whole. The goal is to prevent it from hindering employees' professional growth. However, before learning the nuances of communication, personalities, intention and goals, there is a fundamental skill that must be first and foremost.

It starts with getting clarity on the source of the conflict.

The more information you have about the cause of the problem, the more easily you can help to resolve it. To get that information, don't assume. Don't guess.

Use a series of questions to identify the cause of the conflict:

?   “When did you feel upset?”

?   “Do you see a relationship between that and this incident?”

?   “How did this incident begin?”

Stick with open-ended questions. Resist the temptation to lead them to a decision or to judge their answers. Ask any sales professional and you'll get a glimpse on the power of questions.

Questions are infinitely more powerful than statements. When a person comes to their own conclusion, it's a fact. If you place one upon them, they may outwardly nod their head and inwardly dismiss your statement.

"A man convinced against his will, is of the same opinion still."

As a leader, you’ll need to give both parties the chance to share their side of the story. It will give you a better understanding of the situation, demonstrate your impartiality, and help them grow as leaders themselves.

As you listen to each disputant, acknowledge the information and encourage them to continue to open up to you. By questioning in a non-confrontational manner and with no agenda, not only will you learn the root causes, but you'll most likely understand your people better.

Heck... with the right questions, you may cause the parties to realize there is no conflict at all.