A New Year’s Resolution to Succeed in Conflict Resolution
Conflict is a fact of life. Like it or not, we all face it in one form or another. It can be personal, financial, political, emotional or professional. We can face it at home, with our extended families, with friends and with our co-workers. Unresolved conflict, or worse, poorly handled conflict, can cause stress, frustration, anxiety and can even have a negative effect on our health. Conflicts that are ignored or managed badly don’t go away. Instead they begin to take on a life of their own, causing those involved to feel increased resentment and hostility towards one another. It can irreparably damage relationships in our personal lives, have a negative effect in our professional life and for organizations, can lead to a loss of productivity, increased absenteeism and amplified turnover. But conflict is not a problem in itself; it’s what we do with it where trouble arises.
Where does conflict come from?
Conflict comes about from differences – in needs, values, beliefs and motivations. Differences in generations, cultures, communication styles and personalities can also lead to disputes and disagreements. And if someone is in a rotten mood or is feeling hugely overwhelmed, conflict can erupt in a split-second.
Unresolved conflict can consume tremendous amounts of our attention and we all know how exhausting it can be. It drains us of energy, effects our concentration and left unattended, can cast a dark shadow on all areas in our daily lives. It’s often not easy to fix the problem, but the good news is, by learning resolution skills to manage difficult situations with poise and finesse, we can effectively settle disputes and create a positive solution for all parties involved. Some approaches can be adopted immediately, others might take a bit of mindful practice to perfect. This year, try making a resolution to be successful in conflict resolution and aim to turn those difficult situations around with a peaceful solution.
Dolly Konzelmann is the President of Cutting Edjj Consulting (CEC) and The Customer Service Professionals Network (CSPN). With over 20 years in the customer service industry, CEC and CSPN are considered among the most comprehensive consulting, coaching and training companies in Canada. Providing services to organizations of all sizes and public workshops to individuals, CEC and CSPN use a results-based partnership approach to develop and deliver customized solutions that meet an organization’s unique business needs and resolve their most significant issues, helping them to create a lasting competitive advantage. CEC and CSPN are recognized by the HRPA and they offer an array of services including training, consulting, assessment, conferences, studies, networking events and accredited designation programs governed by the Canadian Council of Professional Certification.