What are some tips for becoming more comfortable with conflict resolution?

When emotions are heightened sticking to facts and data can help address the core issues. Lead with expectations not being met and ask if there is an explanation. Giving people the benefit of the doubt in the beginning shows good faith on your end. Listening for understanding versus listening to respond goes a long way.

Identifying the root causes of the conflict is a principal action to actually advance on a negotiation. In my professional experience as a Sales Manager, establishing a multidisciplinary team to PLAN, PREPARE and PROPOSE in advance , help me a lot. I always build up a customer profile that includes a consolidated background report sharing needs , feedbacks , type of service , interest, expectations. There is a big opportunity for many organization in listening the customer to avoid misunderstandings and keep emotions low. There have to be a recognized “governor” of the account , that MUST be included and notify of every single situation that might be a potential future challenge. Always review and adjust . Anticipation is the clue !

Don't take it personally. Conflict typically arises due to a source of unease within a person and has little to do with the other person. Finding compassion and asking a lot of questions about the other party's position is more likely to lead to resolution than arguing solely from your point of view.

Emotional intelligence must be seriously cultivated , and is critical because we know how we manage conflict but we might encounter really difficult situations and when they show up you must be ready. Develop EI in single , short steps , reflect on yourself and read a lot about it . Also having a mentor outside your organization will help you a lot , someone you could relay on and that you actually look at as a role model with the time to listen and help you when needed. Sometimes mentoring inside the same organization turns to be complex and trivial because there is not enough time to listen, support and provide guidance . Ask for direct feedback on your EI management to you peers and support team. Receive their comments proactively.

Negotiation is almost like a boxing match - in the sense that most bouts are decided on stamina, much more than technique. "Keeping your cool" is an absolute must, especially if you are looking to maintain a good, long-term relationship. A lot of people give away way too much or don't get as much as they could out of the deal, just because they get emotionally tired. The one true and tested way to prevent this is to phase the process and take intentional breaks. You also want to avoid last-minute negotiations as the stakes are usually way too disproportionate, especially if you are dealing with a stronger partner. The rule of thumb for emotional well-being is that time and preparation are your two best allies.

In conflicts over phone or email, I suggest taking a pause. Avoid immediate reactions to prevent regrets later. Got a complaint by email? Propose a call or video meeting. Emotions often appear differently in person than they do in writing.

Yes, and remember that empathy is not the same as agreement. It's a way to truly understand what the source of the underlying conflict is which can lead the way to creative solutions.

Do not ask the other side to calm down or be objective. Instead, name the feeling that you perceive on the other side. This technique is called "labeling". Studies and the practice of crisis negotiations have shown that this is one of the most effective techniques for de-escalation.

Active and empathetic listening is crucial for conflict resolution. It goes beyond hearing—comprehend the other person's perspective, feelings, and needs. Practice attentive, interruption-free listening, employ open-ended questions, paraphrase for clarity, and express empathy. Effective listening fosters respect, builds rapport, and unravels misunderstandings.

Communication have multiple components , the tone of the voice , the non verbal manners , the way you stand in front of the client and more can damage your relationship and stop you from building rapport . Even the pronunciation while talking , the pauses you made while presenting , it all talks about your confidence , preparation, your personality , and the organization you represent . Show confidence , select the right choice of words per each of your potential or actual clients and remember that you will master assertively by learning a lot about the client. Ask for feedback from client , that will help you build trust , respect , and a way to realign if needed . Keep practicing to master communication .

In the hotel industry, assertive yet respectful communication is key. I use "I" statements to express my views without blame, like "I feel we should revisit our service protocols." Being specific and factual, I avoid generalizations: "The last few customer requests were delayed by a day." I also acknowledge others' perspectives to show respect and willingness to understand, saying, "I see the high request volume is challenging, how can we improve this together?" This approach de-escalates tension and fosters a collaborative environment.

There's a big difference between emotionally reactive communication and clear emotional, assertive, respectful communication. You don't need to hide your emotions, but you must control them.

I strongly suggest to establish a multidisciplinary team when there is a conflict needing resolution . Include representation of all organizational functions and establish an account governance. Regular weekly meeting might be a good way to have all collaborators engage. The governor of the account must keep a tracing record off all issues and pursue the rapid support of the functions for a faster conflict resolution . By managing the account in the suggested way the customer will be grateful and you will earn respect and trust .

I strongly suggest to collaborate by hosting meetings START STOP CONTINUE that way your team has input into these ideas and changes.

Cross-function team sometimes can support you on this issue. Anyway, the leader or host of the meeting is very important. Please don't drop into the vortex of the samll point. The purpose can't be led to a wrong direction.

It is common to feel uncomfortable in the face of conflict. For 100,000 yrs conflict was usually over important things like food, sex, shelter, resources etc and usually ended in violence. Of course learning tools and strategies will assist, but so too will training attributes like decision making and adaptability.

Plenty of good advice in this article, but one thing that hasn't been mentioned is to also prepare yourself physically. If possible, try to get a good night's sleep. Take care of yourself so that you have the energy to face the emotional stress and possible long negotiation sessions to come. If you can, choose the best venue and time for you. I once heard a lawyer brag that she scheduled tough negotiations in a room with poor circulation or too hot or cold. If you find someone playing games like this with you, negotiate a move to a better venue or time. Start with the smallest steps and build from there. Try to look at the situation objectively. Your skills and comfort will grow negotiation by negotiation. Have confidence in yourself.

After understanding the conflict, I always try to put myself in other people’s shoes. Tried to get different perspectives from all sides. That’s what I do before resolving any conflict. I always remember my green-belt training on how to resolve using DMAIC. Define, Measure, Analyze, Improve, and Control. Don’t put any personal interest or emotion, so that the resolution remains objective.