What do you do if your team is experiencing conflicts?
Conflict is inevitable in any team, especially in social work, where you deal with complex and sensitive issues. However, conflict can also be an opportunity for growth, learning, and collaboration, if you handle it effectively. In this article, you will learn some practical tips on how to manage conflict in your team, based on the principles of conflict resolution, communication, and emotional intelligence.
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Gwenaël Masson 🌳Formateur - Médiateur par la Communication Bienveillante (CNV) - Formateur de Formateurs - 🕊Contribuer à la paix…
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Dr. Joey (The Traveling Social Workers)™ Pagano, DSW, LSW, CRS, FPS, Life CoachLinkedIn Top Voice 👐 | Transform Mental Health: From Challenge to Path 🧠 | Celebrated 2 X #1 Best-Seller & Pulitzer…
The first step to resolve conflict is to understand what is causing it. Is it a difference in values, goals, expectations, or perspectives? Is it a personal issue, a work-related issue, or a combination of both? Is it a chronic problem or a one-time incident? You can use tools like the Thomas-Kilmann Conflict Mode Instrument (TKI) to assess your own and your team members' preferred styles of dealing with conflict, and how they affect the situation.
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If your team is experiencing conflicts, address them promptly by facilitating open and honest communication in a neutral setting. Encourage everyone to share their perspectives, listen actively, and seek common ground. Consider mediation if needed and establish clear, respectful guidelines for future interactions to prevent recurring issues. 🕊️🗣️ #TeamConflictResolution #OpenCommunication #Mediation
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Quando uma equipe de assistentes sociais passa por conflitos, é importante lidar com a situação de forma construtiva para garantir um ambiente de trabalho saudável e produtivo. Sabemos que lidar com conflitos em uma equipe nem sempre é fácil, mas ao abordar a situação de maneira proativa e colaborativa, é possível superar os desafios e promover uma cultura de trabalho positivo.
The second step to resolve conflict is to listen to each other's views and feelings, without interrupting, judging, or dismissing. Active listening involves paying attention, reflecting, clarifying, summarizing, and validating what the other person is saying. Empathic listening involves putting yourself in the other person's shoes, and trying to understand their emotions and needs. You can use techniques like paraphrasing, mirroring, and open-ended questions to show that you are listening and empathizing.
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En écoutant les deux parties sans jugement, avec écoute empathie, on peut voir les points communs des deux personnes (les besoins). Si les personnes se situent dans l'émotionnelle, la conversation ne pourra pas se changer dans une conversation réflechi dans la profondeur. Il sera plus clair après avec quelle raison, on s'est comporté
The third step to resolve conflict is to share your own views and feelings, using assertive and respectful language. Assertive communication means expressing yourself honestly and confidently, without being aggressive or passive. Respectful communication means avoiding blaming, criticizing, or insulting the other person, and using "I" statements instead of "you" statements. For example, you can say "I feel frustrated when you miss the deadline, because it affects our project" instead of "You are always late and irresponsible".
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Si je suis concerné, effectivement après avoir pris le temps d'écouter avec empathie pour faire descendre la charge émotionnelle de mon interlocuteur je peux m'exprimer. Il est essentiel de s'exprimer sur le même registre que l'écoute empathique que j' ai apporté à mon interlocuteur, c'est à dire en exprimant mes émotions et mes besoins (pas de jugements)
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To resolve conflict, share your views using assertive, respectful language. Express yourself confidently without aggression, avoiding blame or criticism. Use "I" statements to convey your feelings and perspectives clearly. Example: "I feel frustrated when deadlines are missed, affecting our project." 🗣️✨ #AssertiveCommunication #RespectfulLanguage #ConflictResolution
The fourth step to resolve conflict is to brainstorm and evaluate possible options and solutions, that can meet the needs and interests of both parties. You can use tools like the Interest-Based Relational Approach (IBRA) to focus on the underlying issues and common goals, rather than the positions and demands. You can also use tools like the BATNA (Best Alternative to a Negotiated Agreement) to assess your alternatives and leverage in the negotiation.
The fifth step to resolve conflict is to agree on a plan of action, that specifies the actions, responsibilities, timelines, and outcomes of the solution. You can use tools like the SMART (Specific, Measurable, Achievable, Relevant, Time-bound) criteria to make sure that the plan is clear and realistic. You can also use tools like the Feedback Loop to monitor and review the progress and results of the plan, and make adjustments if needed.
The sixth and final step to resolve conflict is to celebrate and learn from the experience. You can use tools like the Appreciative Inquiry (AI) to acknowledge and appreciate the strengths, achievements, and contributions of each team member, and to reinforce the positive aspects of the relationship. You can also use tools like the After Action Review (AAR) to reflect and learn from the process and outcomes of the conflict resolution, and to identify the areas for improvement and development.
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Celebrate and learn from conflict resolution by using Appreciative Inquiry to acknowledge each member's strengths and contributions, reinforcing positive relationship aspects. Use After Action Review to reflect on the process, outcomes, and areas for improvement. 🎉📚 #ConflictResolutionSuccess #AppreciativeInquiry #AfterActionReview
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