How to Resolve Conflicts in a “C.A.L.M” Fashion

How to Resolve Conflicts in a “C.A.L.M” Fashion

CLARIFY THE ISSUE

  •  Think – minimize emotions by dissecting the problem
  •  Answer questions that will clarify the conflict: What am I upset about?
  • What exactly am I feeling? How might I have contributed to the problem? Where might the other person have been “coming from”? Has this happened before or is it a first-time occurrence?
  •  Ignore NON-issues (overreactions on your part)

 

ADDRESS THE PROBLEM

  •  Meet with the other person
  •  Use a non-accusatory opening
  •  Describe what happened, its impact, and how you feel

 

LISTEN TO THE OTHER SIDE

  •  Be open to the other person’s concerns
  •  Employ effective listening techniques
  •  Be sure to listen if you are “the other person”

 

MANAGE YOUR WAY TO RESOLUTION

  •  Gain agreement that a problem exists
  •  Identify each other’s concerns and needs
  •  Explore possible win-win solutions
  •  Agree on a course of action
  •  Determine how missteps will be handled
  •  Close on a positive note

 

From the book:

What To Do When Conflict Happens

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