576 Twelve Steps To A Win-Win Conflict Resolution Part Two

THE Leadership Japan Series by Dale Carnegie Training Tokyo Japan

Twelve Steps To A Win-Win Conflict Resolution Part Two

We have looked at some of the steps in Part One, so let’s continue with the last six elements.

7. Deal with facts, not emotions

In sports, as I have noted earlier, we say “play the ball, not the man” and in business we need to look at problems, not personalities. This sounds fair enough, but it is not easy to do. We may find we are attacking the person, their ideas and opinions rather than looking at solving the problem. Maybe we don’t like them, their manner, their attitude, their values, their style of speech, their rivalry. That situation is unlikely to change in a hurry. They won’t become our best buddy any time soon or ever.

Nevertheless, we have to work with them and overcome this conflict. We need to switch over to “outcome focus” and logic. This will take the personalities component out of the equation and help us get to an agreed solution faster. We bite our tongue, swallow our bile, gird our loins and get on with it, regardless of how irritating they are. In these situations, I keep telling myself, “Greg - big picture, big picture”.

8. Be honest

Politicking, game playing, one upping are all well known in business, but stay away from these pursuits. Focus on the reason everyone is working hard in the company. Remind yourself what we are we trying to achieve relative to our competitors. We need to come back to the basics of the vision, mission, and values.

Dale Carnegie’s human relations Principle Number Seventeen is useful here: “Try honestly to see things from the other person’s point of view”. Strip out the emotion and be objective about their viewpoint. We also need to see our own perspective equally in an honest way. Why do we hold our view? What is really driving our position?

9. Present alternatives and provide evidence

Compromise is the assembly of other means of solving an issue. Things that make sense and are workable are very hard to argue against. Concessions in non-core areas should be made to build trust and the cooperation muscle. Look at options in terms of the other side’s interests. When promoting your own ideas, make sure these are backed up with strong evidence, so that they are easy to agree with and hard to argue against.

Opinion is terrific, but it is just an opinion. Data can contradict opinion in a way which is more acceptable than simply arguing the toss. Storytelling is the most effective way to introduce data. Wrap the numbers up in a story and you will be heard.

10. Be an expert communicator

Communication skills are essential to finding resolution to points of difference and can be done in a way that the relationship is maintained. Really listen to the other side. We often think we are listening, but actually inside our brain, we are formulating what we will say next and so are not really taking in the other side’s points. If you find yourself jumping in, finishing their sentences, or cutting them off when they are speaking, stop doing that. Hear them out.

Hold your points instead of being in a rush. We are rarely short of time for the discussion. Often our counterparty in the conflict feels they are not being listened to, treated fairly or taken seriously. We can do all of those things by just remaining silent and letting them talk. After they stop, feeding back that we have understood them is a good habit to develop.

By letting them talk, we may find out some additional information or angle we didn’t have, which can change our perspective on the situation and lead to a resolution. Just bullying the other person with our opinion doesn’t lead to this type of win-win outcome.

11. End on a good note

Win-win means feeling like we all did well. Shake on it, agree the next action steps and milestones. Nominate who is responsible for what and how progress and success will be measured. Also decide how further disputes which may arise during the execution phase will be handled.

12. Enjoy the process

Companies benefit from having a range of views and diverse experiences when it comes to solving problems. The process of resolving disputes educates us on how to see things differently and to entertain other ways of doing things. We can often build stronger relationships having gone through this type of dispute resolution because we have come to know and understand each other much better than we would have otherwise.

Resolving conflicts is not easy, but most people pour their energy into winning the conflict rather than trying to find the win-win. The latter is the better option every time if you want to win in the market. Fighting amongst ourselves makes no sense, and we can do better than that. These 12 steps will get us pointed in the right direction.