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close this bookHundred Tips for a Better Management (Aga Khan Foundation, 1993, 70 p.)
close this folderCriticising performance
View the document83. Don't be afraid to offend; just don't be offensive in your approach69
View the document84. Take care of mistakes when they are small; do not allow them to grow, they will get more complicated
View the document85. How to handle anger70
View the document86. How to manage conflict71

86. How to manage conflict71

Conflicts occur because of differences in beliefs or because authority is not clearly delineated, or just because people simply cannot get along. Don't take sides in a conflict, act as an arbitrator and listen to both sides, and evaluate the evidence as objectively as possible. Come to a resolution that is agreeable to both parties.

If you are involved in a conflict and tempers are running high, go somewhere to be alone until emotions cool. Avoid confrontation until you can communicate constructively.

Some suggestions to resolve a conflict:

  • Analyse what has happened. Bring reason and logic to bear on the problem. Try to think about what is really involved. Is the conflict fired by a long-standing problem, or is it a product of circumstance, such as having a bad morning?
  • Take your time
  • Avoid defensiveness
  • Avoid deception
  • Be willing to admit mistakes and allow others to graciously admit mistakes
  • Avoid assumptions
  • Once dealt with, put the issue behind you and do not dwell on it.