What to do when a conflict arises
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Look carefully at what is going on. Decide what kind of conflict it is.
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Consider whether the intensity of the conflict corresponds to the seriousness of the situation. Try to calm the situation by not raising your voice, do assume a neutral stance and listen to both sides.
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Recognize that a conflict exists without accusing anyone. Actively listen to both parties and ask for specific examples.
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Think about how specifically the behavior harms the atmosphere in your workplace.
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Ask participants in the conflict how you can help to solve the situation.
What not to do when conflict arises
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Do not tell employees that you will resolve the conflict for them. Teach them to know how to take responsibility for their conflicts and solve their conflicts themselves.
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Donot escalate undesirable behavior.
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Do not use phrases started by "you" (You think... You have a problem...).
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Do not show a hostile body language - rolling eyes, crossing hands, etc.
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Do not stand on anyone's side.
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Do not ignore conflicts as if they were not happening.
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