A basic conflict management program should at the very least contain a problem solving process. A good conflict solution problem solving process should involve the following steps: Assess the situation, define the problem, identify the underlying issue(s), brainstorm, develop criteria, and informed decision making. Assessing the Situation Managers should not rush to judgment when making decisions involving conflict in the office.
Good managers take the time to listen to all sides of an argument in order to gather as many facts as possible, so they can make an informed decision. Taking the time to listen to everyone’s point of view will show that managers are trustworthy and empathetic with everyone in the ark center. Define the problem A statement of the problem in a conflict situation is usually much more difficult than it seems. People tend to discuss solutions before they clearly define the problem. Because of this, our inclination is to state the problem as a solution rather than as a goal.
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This results in ambiguous communication, and it is common for the parties to focus on the solutions without having a clear definition of the problem. The outcome may be increased conflict. Second, managers must state the goals in the form of group goals rather than individual priorities. Third, the problem definition must be specific. One helpful strategy is to clearly write out the problem statement so everyone can see the problem and agree on it. Analyze the problem. Managers should explore the situation in depth.
By diving into the problem by looking at its history, causes, effects, and extent, one can later come up with a solution that addresses more than symptoms of the conflict, but the underlying issue or root cause of the conflict as well. Brainstorming Managers should work with everyone involved in the conflict to find potential solutions to the problem. Brainstorming leads to open communication within the office, which will foster a more productive and efficient work center where all employees are comfortable sharing their ideas.
During this step, managers must ensure that everyone has a chance to be heard, and that ideas are not discredited before they are discussed amongst the group. Developing Criteria Before deciding on a solution for the conflict, managers must determine the conflict resolution criteria they are looking for. Typically managers look for cost effective solutions, that are easy and quick to implement, agreed pond by all parties involved, and work to meet the organizations mission.