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Conflict Management
When handling conflict, keep in mind the basic do's and don'ts...

DOs

  1. Help parties avoid the factors that trigger conflict

  2. Establish interaction guidelines and avoid an imbalance of power

  3. Help the parties find ways to cope with the conflict

  4. Identify underlying needs and eliminate underlying issues

  5. Treat the conflict as a mutual problem

  6. Stress common goals and mutual interdependence

  7. Think creatively about solutions

  8. Help parties identify their own needs and communicate them openly, honestly and accurately

  9. Be open about goals and positions, and communicate them from the start

  10. Empathize with and try to understand the other party's position avoid snap judgments as ideas are presented.

  11. Have supporting data at the ready

  12. Stay flexible

  13. Save the most difficult issues for last

Managing behaviours
Handling difficult conversations
DON'Ts

  1. Threaten, harass, or cause inconvenience to the other party

  2. Define the conflict as a win-lose situation

  3. Pursue individual goals or hidden agendas

  4. Try to dominate and force the other party into submission

  5. Use inaccurate or misleading language or over-emphasize your position in the opening offer

  6. Deliberately avoid empathy and understanding of the other's positions

  7. Try to increase power by emphasizing independence or the other party's greater dependence

  8. Try to arrange contacts based on power relationships

  9. Lose control of your emotions

As a Lean consultancy, we are passionate about simplicity and Lean is a mindset that we apply in all our areas of activity. Our reward is when we know that we helped you meeting your business objectives, where both management skills and tools play a key role.

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