Things slow down for many of us during the week between Christmas and New Year’s. It is often a time to reflect on this past year and to begin to think about the new year with many of the Holiday events behind us. As someone who concentrates on resolving conflict, negotiating winning solutions and inspiring leaders I want to offer you some relatively simple tips to help make the start of the new year better for you related to potential conflicts with customers and staff. You are not alone. Consider this commentary and reach out to mentors to explore how these or similar ideas may work best for you in your situation.
We want to clearly define the problem
We want to develop alternatives to the problem
We want to determine the impact of alternatives economically, socially and/or environmentally
We want to evaluate the impacts of different alternatives
We want to select an appropriate solution
We want to take action to implement the solution (possibly test it out first)
We all agree to be open an honest
One person speaks at a time
We will be respectful of everyone
Ask open ended questions not yes or no questions
Whether working with customers or staff it is important to de-escalate yourself, withhold negative judgment and really try to help the other party. By being patient, demonstrating understanding and listening to the other party. It is far more likely to end in a more amicable manner using these simple techniques.
Michael Gregory, NSA, ASA, CVA, MBA and a Qualified Mediator with the Minnesota Supreme Court is an international speaker that helps others resolve conflict, negotiate winning solutions and inspire leaders. Mike services clients business to IRS, business to business and within businesses. On point resources are available online at www.mikegreg.com and check out the blog. Mike may be contacted directly at firstname.lastname@example.org or at (651) 633-5311.