FOR DEFUSING CONFLICT |
An angry co-worker confronts you. He’s red in the face and trying
to pick a fight. Gain control of the situation by following these steps:
- Respond with a positive opening statement. Example: “I understand
we have a problem. I’m sure we can work it out.”
- State the problem assertively, unemotionally and respectfully.
Example: “Let
me repeat what you just told me.”
- Ask for clarification. Example: “That’s what I heard you say.
Have I got it straight?”
- Brainstorm options. Example: “How can we work this out?”
- Clarify responsibilities and deadlines. Example: “I’ll call the customer
right away, and you’ll talk to Allison tomorrow.” Suggestion: Don’t assume
the problem’s solved just because you agreed on a solution. Arrange to
meet in the near future-no more than 24 hours - to make sure the resolution
sticks.
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