in Conflict Resolution
When you moderate or manage a
community, often times you are faced with the not so pleasant
task of having to deal
with conflict between members or community staff. In our travels as
consultants, we too have been faced with the questions and dilemnas
of how to effectively resolve issues and conflicts.
We had the fortunate opportunity
to expand on the techniques we have used in the past via an online
conflict resolution training. It was an enlightening, and even
validating experience, one that we wish to share some of what we
gained with you.
When trying to resolve issues or
conflicts, whether personal or professional, offline and online it
is important to think of the following:
1) It is important to get to the crux
of the issue, and read between the lines when someone is sharing
their anger of frustration. Often times, it is not what a person
says, but how they say it that can impart what they are
2) Ask clarifying and not
accusatory questions to get to the issue. Remember when you were a
child, and how everything was a wonder. When you had a question, you
would ask. When you are trying to get to the bottom of a conflict,
ask questions with a "childlike curiousity".
3) Be an empathetic listener. What does that mean?
The means having the ability to hear and understand what the other
person(s) is saying. Feeling what they feel, which does not
necessarily mean agreeing. Most importantly, be sure to really listen
to the other person(s) feelings, rather than thinking of your response
while they are talking.
4) Repeat the person's thoughts
to ensure that you are clear on what they have said. This will also
show the other person that you were listening and actively wish to
help resolve the problem.
5) Try to collaborate to come up
with a solution together. Collaboration will help all parties
resolve the issue in a satisfactory manner.
Remember, there is not a problem
out there that does not have some sort of solution or resolution.
Should you wish to receive
further information on conflict resolution strategies, please do
feel free to contact us; firstname.lastname@example.org or
you are also welcome to visit the following past