Identifies and takes steps to prevent potential situations that could
result in unpleasant confrontations. Manages and resolves conflicts and disagreements in a
positive and constructive manner to minimize negative impact.
Ideas for Developing this Competency:
- Identify an effective process for managing conflict and use it.
Track your success.
- Attend public meetings to observe how conflicts can be handled in a public session.
- Interview individuals who are professional mediators and
people skilled in alternative dispute
- Talk with EEO counselors, union negotiators,
or labor mediators.
- When a conflict situation arises, discuss it with your supervisor and document it.
Next, ask for feedback on how you handled it.
- Get as much information as you can about the motives, knowledge, understanding, and
attitudes of those with whom you are negotiating.
- Develop an open dialogue with the individuals involved in the conflict.
- Deal with causes of conflict, not the symptoms.
- Determine whether the conflict is being caused by differences in goals, competition for
resources, failure in communication, misinterpretation of information, disagreement over
performance standards, or incongruities in the organizational structure.
- Make every attempt to keep employees motivated and involved in the work unit by
jointly exploring how the source of conflict can be remedied.
- Engage in active listening to understand precisely what your counterpart's minimum
requirements are in order to forge an agreement.
- Understand the views of people on both
sides of a conflict.
- Use a mediator to help you resolve conflicts.
- Read Getting to Yes and
No by Roger Fisher.
- Volunteer to officiate at a youth