EFFECTIVE LEADERSHIP
USING TRUST TO HELP NAVIGATE CONFLICT RESOLUTION
Certified professional coach Mike Cameron outlines a helpful approach to difficult conversations and conflict resolution.
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ccording to famed management consultant, educator and author Peter F. Drucker, “trust is congruence between what you say and what you do”. Given the practical application of emotional intelligence – through effective communication, a well-honed intrapersonal skillset, interpersonal awareness and a willingness to resolve potential issues of conflict –congruent people tend to evoke more trust from others, since they don’t show a side different from the one that they are currently feeling.
Definition of conflict Conflict is best defined as the state in a relationship or interaction where two or more people are attempting to have differing needs met in a way that creates discomfort and results in negative reactions.
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It can also be called a process where one person is perceived as trying to prevent another from reaching their goals.
The PALMS memory aid can be applied to assist in the process of conflict resolution.
Possible causes of conflict: • Misunderstanding the issue(s) involved • Different perceptions of the importance of the issue(s) to the other person • Poor communication skills • Lack of training • Clashes of personality • Differences in values; goals, wants, needs, expectations; emotional, state of mind, personal issues, general health; role or job pressure, competition for resources; levels of authority policies and procedures How to resolve potential conflict in a difficult situation: • Listen and be open-minded • Empathise and apologise • Respond and show understanding
