The hallmark of a great leader is how they handle conflicts and keep everyone running towards the same vision. Communication breakdown is inevitable when working with others, especially when faced with stressful situations and tight deadlines. Unsurprisingly, these communication issues then escalate into conflicts. However, top-notch communication skills can resolve workplace communication issues. To get you started, here are five tips curated from our effective communication skills courses at @ASK Training Singapore to help you.
Tip #1 – Defuse the Situation
It is impossible to mediate any form of resolution if emotions are running high. As our leadership and management training educators have advised, it is first important to defuse the situation by reminding everyone that they are on the same team. Next, ask those involved to take some time to cool down. Removing volatile emotions prevents things from deteriorating and allows your team to participate in a rational discussion for conflict resolution. Provide them with a reasonable amount of time to calm down before calling all parties back to resolve the issue to avoid dragging out the conflict.
Tip #2 – Listen to Each Side of the Story
Listening to both parties is a crucial communication skill in resolving conflicts. Bring everyone involved to one place for a chat. Emphasise that they should treat each other with respect. Ensure that those involved have a chance to be heard without interruptions. Encourage factual discussion by getting them to describe specific behaviours and problems instead of people.
During this time, make sure you understand precisely what each party is saying. Gather information by asking open-ended questions to facilitate discussion. Asking questions and gathering information is an underrated communication skill, but it is crucial to resolving conflicts effectively. As a leader, you should hear each person out, irrespective of your view. Do not correct any misconceptions or errors at this point. When team members feel their views are not heard or respected, they may shut down and become closed off to your leadership, potentially leading to more problems in the future.
Tip #3 – Consider the Context But Stick To The Facts
Entrepreneur Asia Pacific explains the importance of considering each party’s perspectives as a communication skill in effective conflict resolution. The magazine notes that different perspectives lead to different solutions. With our eclectic mix of cultures in Singapore, a leader must understand how those cultures relate to communication and conflict resolution. Once you have a firm understanding of the context, get everyone on the same page by sticking to the facts to ensure fairness in conflict resolution.
Tip #4 – Brainstorm Solutions With The Team
While you could impose a solution on the team, it is not ideal for team morale. Implementing a top-down initiative could be counter-productive by making both parties feel marginalised. Instead, the Society For Human Resource Management recommends asking the involved parties for their desired outcomes to the conflict. Next, parties are encouraged to discuss possible solutions and remove unworkable ideas. Ultimately, brainstorming solutions as a team is recognised by leadership management training courses in Singapore to be beneficial in creating a more cohesive team in the long run.
Tip #5 – Mediate a Resolution
Communication skills come to the fore at the end of mediating a resolution – you will need to present all the agreed-upon solutions, analyse each option together before ensuring everyone agrees on the subsequent steps. Finally, end the meeting on a good note by getting the parties involved to apologise and thank each other for working towards an amicable solution.
Management Courses at @ASK Training Singapore
Communication skills are a double-edged sword that can exacerbate workplace conflicts or resolve them smoothly in every office. Set yourself and your company up for success by developing your communication skills with effective communication skills courses in Singapore at @ASK Training. Start on your journey to becoming an excellent communicator today! @ASK Training also provides a wide range of courses, such as self-improvement, anger management and leadership management training courses that go a long way toward creating firm foundations for every leader.