6 steps to success when dealing with conflict

6 steps to success when dealing with conflict

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  • 1. Seek to understand their point of view
  • What seems to be the issue?
  • I keep sending your team job requests but they never get dealt with!
  • She actually wants to know! This gives me an opportunity to explain properly
  • 1. Seek to understand their point of view
  • I'm sorry about that and I can see you're annoyed about this. How is this effect you and your team?
  • Can I just recap what you've told me? You said that you send the request by email and then you don't get a response. Is this correct? have I missed anything?
  • 2. Clarify what they said including feelings
  • She has listened!
  • Confirm what they want the outcome to be
  • Can I confirm that the outcome you're looking for is that my team reply back to you within 24hrs?
  • Yes that's exactly what I'm looking for
  • From what you have told me I can see from my perspective that the reason we've not progressed the requests is we us Orchard not email. This is so we have an audit trail
  • Get them to put your shoes on
  • are...right
  • Seek a solution and work in partnership
  • Would you like me to support you and your team in knowing how to do this?
  • Yes that would be great
  • Agree the outcome and next steps
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