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May 12, 2016

How to navigate conflict gracefully

Daily Briefing

Conflicts are handled best when they are approached directly and honestly, Elizabeth Suárez writes for Inside Higher Ed.

According to Suárez, who is an alternative dispute resolution professional, many people would rather avoid conflict than address it. People act passive-aggressively and the problem doesn't get resolved.  However, the reluctance to tackle confrontation head-on can be overcome with empathy and preparation. Suárez shares her three-step approach.

1. Prepare

Sufficient preparation is crucial when delving into conflict. It's important to consider the other party's point of view in order to truly understand the problem. Consider what factors may be driving the conflict on the other side.

HBR: How to give feedback if you hate conflict

Create a road map outlining how the discussion should play out, and consider some of the arguments that may arise. The preparation stage also serves as an opportunity to plan how to manage any passive-aggressive behavior by the other party.

2. Practice

Rehearse the conflict conversation to get a better feel for what to expect. Not only will you be more comfortable discussing the issue at hand, but you will also have an easier time finding the words to come toward a resolution.  Seek a mentor, adviser, or close friend to help you act out the situation through role-playing.

3. Communicate

Set ground rules. Just because you need more conflict doesn't mean it's time to be unprofessional. Let your employees know that you're concerned not all opinions are being expressed and set expectations for how contentious issues should be addressed.

Now that you're face-to-face with the other party, there are four points to keep in mind:

  • Acknowledge the other person's frustrations and complaints;
  • Make eye contact (assuming it is culturally appropriate);
  • Provide information and ask questions; and
  • Reassure the other person that you are both working toward the same goal (Suárez, Inside Higher Ed, 5/2).

Stress less and do more every day

Many of us are saddled with seemingly endless to-do lists every day. It seems like there's never enough time. But research shows that about 40 percent of what we think we have to do actually isn't that important, and just serves to distract us from what needs to be done.

Join Advisory Board experts on Wednesday, October 19 for 15 minute webconference, where you'll learn three tactics for separating what must be done from what could be done, so that you feel less overwhelmed and can make more of an impact every day.

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