Leaders are frequently called upon to resolve conflict as part of their leadership position. Regardless of the conflict setting, it comes into everyone’s life, especially that of a leader. Conflict can arise due to a desire to change the status quo or as a result of clashing personalities within the team or organization. Not all conflict is negative, as the results of conflict can often be energizing and revealing. The realization that “the way we’ve always done it” may be outdated or incorrect can bring new life to a group. A new direction and new goals may be set, making the group’s purpose clearer and more easily attainable.

Since conflict will come, what are some steps a leader can take to prepare for it and to resolve it in a productive, positive way? Try these ...

10 STEPS TO CONFLICT RESOLUTION

1. Present issues without emotion, blame or judgment.
As the leader you must try to remain neutral unless doing so will jeopardize the group’s well-being.

2. Ask for others’ point of view.
This clarifies the issue and gives everyone an opportunity to share their ideas.

3. Explain your point of view clearly.
If the time comes when you have to express your opinion, do it without emotion and “loaded” words. Keep in mind that even though you are the leader, you may be in the minority.

4. Clarify and define the issues.
In conflict it is easy to get on tangents and talk about things that do not relate to the conflict at hand. Keep the group focused on the issue that needs to be resolved. This will help minimize further polarization of points of view.

5. Develop objectives and conditions both sides can agree on.
While a procedure or tradition may be set aside, a new direction must be put in its place. Working together on objectives and procedures will help unite the group again.

6. Brainstorm possible solutions.
You might be surprised at the creativity that surfaces when the group begins to work together to resolve whatever the conflict is. Many fresh solutions come out when the leader gently facilitates a time of brainstorming. What emerges can be very positive.

7. Select the solution that best meets both needs.
A wise leader will make sure everyone feels included in the discussions and takes ownership of the solution as well. Both “sides” must believe that they have been heard and their opinions have been taken seriously.

8. Develop a realistic plan of action and delegate responsibilities.
Discussion, clarification and brainstorming must be followed by action. Conflict is not resolved until a plan of action has been chosen to remedy the situation to the satisfaction of the majority.

9. Put the plan into action.
At this point it is the leader’s responsibility to make certain there is follow-through to resolve the conflict. If there has been conflict over procedures, something written needs to be produced indicating the changes that have been worked out. If there is a personnel issue, steps have to be taken to reprimand, remove or retrain.

10. Evaluate.
Evaluation of discussions, goals and actions is all too often left to chance, which may cause further conflict. It is a leader’s responsibility to make an evaluation of what has happened and report to the group/organization. Evaluations provide valuable information about whether conflict has resulted in positive action or whether an issue has simply been dissected and swept under the rug.

No leader looks for conflict, but when it comes an effective leader is prepared to deal constructively with it. An effective leader will realize that positive change can come from conflict wisely handled.