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Four Tips for Managing Conflict

Thursday, March 01, 2012 - by ASTD Staff

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Conflict always will be present around a great leader. Unchecked, the emotions surrounding conflict can keep you from coming up with good solutions for those parties involved. If handled effectively, conflict can help spur a team on to high performance. Consider the following pointers when managing conflict:

Stick to the facts. Focus on the facts of the situation; be wary of acting on assumptions or behavioral observations that are open to interpretation.
Use “I” statements. “You” statements can sound accusatory and put people on the defensive.
Seek to understand the other person’s position. By demonstrating your willingness to listen, you encourage the other person to listen to you.
Frame the conflict as a mutual challenge. Express your willingness to explore creative win-win solutions.

These tips were adapted from the March 2012 Infoline, “Competencies for 21st Century Leaders,” available at www.astd.org/Infoline.