Unit 8: SkillsResolving conflict

Conflict situations

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Do’s and Don’ts of conflict resolution

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• Delay taking action• Get angry with difficult

members• Ignore tensions withing the

team• Give special attention to

team members who are creating problems

• Try to see the problem from the point of view of the team

• Be truthful• Encourage open and

frank discussion• Bring conflict and

disagreement into the open

• Persist with “impossible people“

• Find win-win solutions

Useful language

Expressing feelingsMy main concern is...I’m really fed up with...

Making suggestionsOne thing you could do is...Maybe you should...Why don’t we...?

Expressing satisfactionYes, that would be very helpful.All right, we’ll see if that works.

Expressing dissatisfactionI don’t think that would do much good.How would that help?

Showing sympathyI know how you feel.I understand your feelings.

Identifying the problemWhat’s really bothering you?What you’re saying is...

Resolving the conflictHow do you think we should deal with this?What do you want me to do?

Reviewing the situationLet’s meet next week and see how things are going.Let’s talk about this in a few weeks time.

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Thank you very much!