How to Mediate Conflict
Submitted by SharpMan Editorial Team on Sunday 10th October 2010- Leadership skills that get you back to work — and noticed.
- How to stop co-worker bickering.
- How to find solutions to move your team forward.
Throughout this series on how to maximize your performance in the team environment (also see Team Basics and How to Plan a Successful Meeting), we’ve examined how SharpMen can improve their standing by working in the team environment. How about when your Sharp team isn’t getting along? A conflict between two or more separate parties is best resolved through a negotiation or "mediation" process. A SharpMan’s ability to lead this type of discussion can earn him recognition within the team and a leadership position in future endeavors. Check out these tips for mediating conflict between argumentative team members:
Step One: End the Bickering.
Stop the conversation. Explain to both parties that the issue has gotten out of hand. Encourage the entire team to brainstorm on a "win-win" resolution of the issue. Suggest a mediation process to move forward.
Step Two: Explain the "Rules" of the Mediation Process.
Once the team has committed to finding a solution, give a brief overview of the mediation process and suggest a few ground rules:
One person speaks at a time.
Team members should endeavor to listen with an ear towards finding a solution, rather than listening only to formulate their "comeback." Team members should aim to be open to the point of view of the person speaking.
Team members should avoid fighting for the sake of saving face — they should focus on coming to a resolution.
Step Three: Determine the Nature of the Problem.
Ask each person (or divide into sub-teams) to describe the problem from each point of view. Ask: What does "A" want or need? What does "B" want or need? Each party is questioned while the other listens, asking questions only for clarification.
After the questioning, clarifying the problem, the team may very well erupt into another argument over the same issue. The SharpMan leader must contain this team urge. This often happens because team members disagree over what the problem actually is. If this is the case, encourage the team to agree a definition and understanding of the problem that suits both parties.
Step Four: Lead the Team to a Resolution.
After each party voices his or her view of the problem at hand, the SharpMan leading the mediation should question the following:
- Is There Actually a Problem? Areas of Agreement. Point out and encourage the team to brainstorm about the things the two (or more) positions have in common.
- Areas of Disagreement. Brainstorm on the disagreements between the two positions. You may discover the disagreements are trivial and the team can move forward easily.
- Look for the Win/Win. Have each party (or sub-team) brainstorm on solutions that could satisfy both parties. Look for agreement or close agreement in their solutions. Clarify and combine to build a consensus – a decision that everyone can live with and support.
- End the Battle. Conclude the meeting by summarizing the team’s understanding of the agreed upon solution. Agree on the next steps required to move forward.
The ability to mediate team conflicts is a key leadership skill that will be recognized by peers and management. Learn to help your team work through issues and that promotion you’re eyeing may be just around the corner.
This article last updated on Sunday 10th October 2010