Conflict is a completely natural, and even healthy, component of any relationship. At times you and another SLS member or another person may have contrasting perceptions of an issue and that can cause conflict. You may also find it difficult to remain calm and professional with team members when your interests and motivations are not in agreement. Conflict resolution is a way for two or more parties to find a peaceful solution to a disagreement among them.
There are three vital principles of conflict resolution:
- Exploring win-win options and avoiding seeing conflict as situations where you either win or lose
- Focusing on another’s underlying interests, needs and concerns, and those that overlap with yours
- Focusing on facts and using objective criteria such as common goals, standards, established process and practices.
The acronym CALM is a useful tool to help you remember a simple process for conflict resolution:
The CALM approach to conflict resolution
Empathy statements immediately show acknowledgement that you need to build relationships and mentally move through the conflict resolution process. They show an appreciation and understanding even if there is no agreement.
Here are examples of empathy statements.
- ‘I appreciate your efforts and am sorry to hear that about your situation’.
- ‘I understand your fear and frustration’.
- ‘I apologise for your inconvenience and for not resolving the matter sooner’.
As per _SLSA Policy 6.20 Use of Social Media, never communicate your frustration with an SLS member, person of authority or an SLS entity on social networking websites. Take a thoughtful approach because the way you communicate can have a big impact on how a conflict evolves or resolves. It is important to maintain a calm presence instead of having emotional outbursts. Stick to facts and focus on the cause of conflict to move forward.