Poor communication between team members is one of the greatest causes of conflict. Here's a simple six-step Communication Model that can be used to resolve conflict.
Step 1: Identify Conflict or Concern
People have a tendency to try to solve problems before they have defined the real issue. Identifying the source of the conflict is an important step to reaching the desired outcome - commitment to its resolution.
Step 2: Understand the Other Person's Position
You already know what you think. What you don't know is what the other person thinks and how that person perceives the conflict.
Step 3: Relate Your Own Position
After you understand the other person's position, you can then explain your own position and focus on the common ground for commitment to resolving the conflict.
Step 4: Identify Barriers
Identify barriers to commitment. Once you understand each other's position, you can pinpoint areas of agreement and identify the areas of disagreement that will interfere with your ability to commit to a resolution.
Step 5: Discuss Remaining Issues
When traditional methods and solutions don't work, you have to draw on your creative resources. This step opens unexplored avenues to gaining commitment.
Step 6: Agree on Actions
Successful conflict resolution gets to an action conclusion. When both parties have mutually agreed to an action that satisfies both their needs, the solution is collaborative. Both parties have a high level of buy-in because they were mutually involved in creating the solution.
