Topic 1 The conflict resolution process
- STOP AND THINK , as soon as you notice the conflict. How you react and what you say will influence the conflict ‘s escalation or de-escalation. Stay calm, strong and mature, don’t be bothered by words, don’t fall in the conflict trap (when a person hope or wants you to get angry).
- REDIRECT, as nothing can be solved till when the conflict won’t be redirected through a discussion. Stay calm, patient, suggest what best for you and the person involved in the conflict, be open to active listening
- INVESTIGATE why the conflict occurred. Think about the causes of the conflict, share your point of view, how you feel, be open to listen, focus on the real problem.
- FIND ONE OR MORE SOLUTIONS, working together. Don’t blame, don’t make excuses, be optimistic that a solution will be found, use one of the management styles.
