Page 130 - FLL Virtual Binder 2018

C.P.R. for Resolving Conflict
Differences and tension can escalate to conflict and full out dispute if not acknowledged early and managed properly. The result is dysfunction, loss of trust, decreased productivity, low morale – in short, the negative aspects of conflict can be a serious drain on an organization’s resources, both monetary and human. Rather than treating conflict with a band-aid solution, dealing with conflict with C.P.R. can address root causes, strengthen relationships, and enhance teamwork. All three dimensions must be resolved.
Content
• The event, incident, behaviour – is it isolated or ongoing.
• The surface issue, the real issue, and potential underlying causes.
• The information and its interpretation.
Process
• The approach and communication style used to address the person.
• The vehicle or means to address the conflict.
• The timing chosen to deal with the issue.
Relationships
• The most important aspect of dealing with conflict.
• The emotional state, concerns and history of the people involved.
• The interests and needs that underlie the positions.
4 Focus Questions to de-escalate tension
Ask yourself these questions to stay calm and focus on the big picture:
1. Whatismyemotionalstate?
• Take a deep breath. Remember not to take it personally. Stay calm and professional.
2. Whyisthispersonsoagitated?
• There is often more going on than is immediately obvious. Consider how his expectations or needs are not being met.
3. Whatistherealissue?
• Use probing questions (i.e. open-ended questions) to get to the heart of the matter rather than jumping to a conclusion.
4. Howcanweresolvethis?
• The focus is on making the person comfortable and finding a resolution that keeps the relationship intact. Proving who is right is not the focus.
Front Line Leadership Module: Dealing with Differences
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