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    Conflict Management

    Uploaded by

    Alfred Kiruba Raj
    The document provides tips for managing conflict and dealing with unreasonable people. It recommends listening without judgment, staying calm, reflecting respect, looking for the other person's underlying needs, avoiding demanding compliance or arguing, and setting boundaries while remaining flexible. The key is to de-escalate the situation without raising your voice or becoming defensive in order to understand the other perspective and resolve the conflict.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Conflict Management

    Uploaded by

    Alfred Kiruba Raj
    14 views5 pages
    The document provides tips for managing conflict and dealing with unreasonable people. It recommends listening without judgment, staying calm, reflecting respect, looking for the other person's underlying needs, avoiding demanding compliance or arguing, and setting boundaries while remaining flexible. The key is to de-escalate the situation without raising your voice or becoming defensive in order to understand the other perspective and resolve the conflict.

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    conflict management

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    The document provides tips for managing conflict and dealing with unreasonable people. It recommends listening without judgment, staying calm, reflecting respect, looking for the other person's underlying needs, avoiding demanding compliance or arguing, and setting boundaries while remaining flexible. The key is to de-escalate the situation without raising your voice or becoming defensive in order to understand the other perspective and resolve the conflict.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    14 views5 pages

    Conflict Management

    Uploaded by

    Alfred Kiruba Raj
    The document provides tips for managing conflict and dealing with unreasonable people. It recommends listening without judgment, staying calm, reflecting respect, looking for the other person's underlying needs, avoiding demanding compliance or arguing, and setting boundaries while remaining flexible. The key is to de-escalate the situation without raising your voice or becoming defensive in order to understand the other perspective and resolve the conflict.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 5

    Conflict Management

    • Listen. Listening is the number one step in dealing with "unreasonable" people. Everyone wants to feel heard.
    No progress can take place until the other person feels acknowledged. While you're listening, really focus on
    what the other person is saying, not what you want to say next.

    • Stay calm. When a situation is emotionally charged, it's easy to get caught up in the heat of the moment.
    Monitor your breathing. Try to take some slow, deep breaths.

    • Don’t judge. You don't know what the other person is going through. Chances are, if a person is acting
    unreasonable, they are likely feeling some sort of vulnerability or fear.

    • Reflect respect and dignity toward the other person. No matter how a person is treating you, showing contempt
    will not help productively resolve the situation.

    • Look for the hidden need. What is this person really trying to gain? What is this person trying to avoid?
    • Look for others around you who might be able to help. If you’re at work and there’s an irate customer, quickly
    scan to see if a colleague is close by.

    • Don't demand compliance. For example, telling someone who's upset to be quiet and calm down will just make
    him or her irate. Instead, ask the person what they are upset about—and allow them to vent.

    • Saying, "I understand," usually makes things worse. Instead, say, “Tell me more so I can understand better.”

    • Avoid smiling, as this may look like you are mocking the person. Similarly, humor can sometimes lighten the
    mood, but more often than not, it’s risky and it may backfire.

    • Don’t act defensively. This is tough. You’re naturally not enjoying the other person saying nasty things or things
    that you know aren’t true. You’re going to want to defend yourself. But the other person is so emotionally revved
    up, it’s not going to help. Remember, this is not about you. Don’t take it personally. (I know, easier said than
    done.)
    • Don’t return anger with anger. Raising your voice, pointing your finger, or speaking
    disrespectfully to the other person will add fuel to an already heated situation. Use a low, calm,
    even monotone voice. Don't try to talk over the person. Wait until the person takes a breath and
    then speak.

    • Don't argue or try to convince the other person of anything.

    • Keep extra space between you and the other person. Your instinct may be to try to calm the
    other person down by putting your arm on theirs, or some other similar gesture that may be
    appropriate in other contexts. But if someone is already upset, avoid touch, as it might be
    misinterpreted.

    • Saying, “I’m sorry,” or, “I’m going to try to fix this,” can go a long way toward defusing many
    situations.

    • Set limits and boundaries. While some of the above tips have encouraged listening and letting
    the angry person vent, you also have the right to be assertive and say, “Please don’t talk to me
    like that.”
    • Trust your instincts. If your gut is saying, this is going downhill fast, be ready to do what you need to do to remain
    safe. Look for an exit strategy.

    • One response does not fit all. You have to remain flexible. Although these guidelines have proven effective in de-
    escalating tough situations, every person is unique and may respond differently.

    • Debrief. After the situation is over, talk to someone about what happened.

    • Discharge your own stress. You had to put your natural reactions on hold for a while. Now is the time to discharge
    some of that pent up adrenaline. Go for a run. Take your dog for a walk. Don’t let the emotions stay stuck in your
    body.

    • Give yourself credit for getting through an uncomfortable situation. It takes a lot of energy not to act like a jerk
    when someone else is behaving badly. Don’t skip this step!

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