BSBWOR502 Lead and manage team effectiveness

QUICK TIP: STEPS YOU CAN TAKE TO RESOLVE WORKPLACE CONFLICT

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·       Create physical space.

·       Establish emotional boundaries (standards of behaviour).

·       Invite critical feedback.

·       Consider your response to rights vs. needs vs. wants.

·       Develop respectful responses to disrespectful behaviour.

·       Do not shoulder the blame for criticisms that are not yours to own.

·       Listen with respect and respond with care.

·       Stick to issues and behaviours.

·       Choose and use a level of assertion; especially try empathetic.

·       Initiate contact with, “Specifically, how can I be helpful to you?

·       Maintain your focus on, “We can work this out.”

·       Expect respect. (“We can work this out when you stop yelling.”)

·       Say what you mean in specific terms (we can’t read minds).

·       Use fair humour (quips, toys, stickers, etc.).

·       Keep congruent – words, tone actions.

·       Avoid debate.

·       Use sure signals for confidence. (Head up, face forward, eye contact, shoulders back, steady stance, posture straight, no leaning)

·       Count to 10.  Use silence to increase your calm.  It’s valuable to “leave unsaid the wrong thing at the tempting moment.”

·       Speak from the “same side of the table.”

·       Give people a way out.  Establish choices.

·       Refuse the win-lose perspective.

·       Breathe.  Fully breathe for calm and for conveying steadiness and confidence