How you handle conflict will determine if employee performance will increase or decrease.

Address the Situation Immediately

Letting things linger lets them grow. It also makes your staff feel like you don’t care about what they’re trying to address. 

Privately Talk with Each Person Involved

There are always multiple sides to the story. Ask the other person to name a time when it would be convenient to meet. Arrange to meet in a place where you won’t be interrupted. Say “When this happens …” instead of “When you do this…”. Describe a specific event instead of generalizing.

Listen Carefully

Careful listening is one of the best ways to handle conflict. It allows you to validate others’ ideas and let them know that they are being heard, regardless of whether you agree or not.  Remember that you’re not always right, and your ideas aren’t necessarily the best. Remind your team of this, as well, as you mediate the conflict.  Listen to what the other person is saying instead of getting ready to react. Avoid interrupting the other person. After the other person finishes speaking, rephrase what was said to make sure you understand it. Ask questions to clarify your understanding.

Remain Calm

How we respond can intensify tension.  Conflicts get when people become emotional, and the argument becomes personal. Calmer minds produce clearer ideas. Insist everyone talks in a relaxed and civil manner. Making sure no one shouts, makes offensive comments, or blames.

Identify Points of Agreement and Disagreement

Summarize the areas of agreement and disagreement. Ask the other person if they agree with your assessment. Modify your assessment until both of you agree on the areas of conflict.

Prioritize The Areas of Conflict

Discuss which areas of conflict are most important to each of you to resolve.

Develop a Plan to Work on Each Conflict.

Start with the most important conflict. Focus on the future. Set up future meeting times to continue your discussions

Follow Through on your Plan

Just having a plan is no good. You need to follow through with it. Stick with the discussions until you’ve worked through each area of conflict. Maintain a collaborative, “let’s-work-out-a-solution” attitude.

Build On Your Success

Look for opportunities to point out progress. Compliment the other person’s insights and achievements. Congratulate each other when you make progress, even if it’s just a small step. Your hard work will pay off when scheduled discussions eventually turn into ongoing, friendly communication.