Resolving Conflict

Nice work keeping this topic to one podcast. Here's what I got out of it - [b] Bottom Line Up Front[/b] 1. Use the feedback model regarding their ineffective conflict behavior and then follow-up in your next 1-on-1. 2. Don't bring the two direct reports together at the same time in your office. [b]Why We Get it Wrong[/b] • We focus on the conflict or drama • We make it too personal. It’s about the behavior. People aren’t bad. They’re good people engaging in ineffective behavior. • We punish people for it • We don’t see ourselves making this mistakes [b] How to Do it Right[/b] Decide to act or not to act. Don’t act- o If it’s a minor conflict o If doesn’t involve your high performers o If it’s not a recurring problem If you do act, frame your view of the conflict o People “I think you’re good member of team. I care about AND this behavior is ineffective. What can you do about it?” o Feedback about the conflict behavior “When you don’t reply to Sally’s email she thinks you don’t want to work with her, that you’ve checked out of this project. o Apologies The fastest way to defuse a conflict. o If you ask people, “What can you do differently?” Most people will say, “I need to apologize.” o “I consider this the problem resolved.” o The work [b] Follow-up in you’re our next 1-on-1[/b] “Hey last week you and Sally got into. You both said you would apologize. What’s the status?”