All About People
Need help to resolve your business, personal or employee conflicts & disputes?
As someone who is in the middle of conflict you may be feeling a lot of different emotions. It's okay to feel anxious, upset, angry, frustrated and uncertain about the situation you are dealing with.
Conflict and disputes are challenging and often difficult for individuals to manage on their own as our emotions tend to prevent us making sensible decisions about next steps and moving forward with the others involved. If you are faced with something which seems impossible right now, with some help and guidance, you can resolve this situation. We have put together a few helpful tips on what you can do to make things a little better:
Reducing the risk of conflict escalation requires consideration of how people and relationships work. This understanding can unlock the key to better dispute and conflict management, and avoidance.
There is a symbiotic relationship between behaviour and individual personality types
❝ When you understand personality preferences, you can more readily appreciate differences between you and people closest to you ❞
according to Myers & Briggs.
Communication is an art and when done well it provides a foundation for positive relationships and fewer disagreements. Communication methods are both verbal and non-verbal and good communication requires an understanding of how different people communicate, as well as improving your own level of communication.
Conflict and culture are intrinsically linked. According to the Cambridge Dictionary, culture is 'the ideas, customs, and social behaviour of a particular people or society.' People like to be associated with others who share the same values and principles and will respond to situations in accordance with these and their background and experience.
Understanding more about the cultural differences of those around you will help you identify more relevant ways in which to engage in meaningful discussion about resolving any issues which arise. More importantly, you will be better informed about how to act and communicate with people from different cultural backgrounds, which will reduce the risk of conflict arising in the first place.
Use respectful language and ask questions about how those around you would prefer to communicate and whether there are any elements to your situation which need to be considered in a respectful way to their culture.
Business related conflict can either be consumer related (the purchasing of goods and services from a business) or between two or more businesses which have contracted for the provision of goods or services.
With such arrangements, the first step is to review any agreed or standard terms and conditions. This should indicate or set out the process for resolving any issues. If there are no or inadequate terms, for consumer related matters the next step will be to consider any complaints procedure and follow this fully. This should encourage initial dialogue with an identified person or team to raise any concerns or complaints.
Where a business-to-business related issue arises, contact the contracting business to discuss the matter and attempt an informal way to resolve this. If you are unable to do so, escalate the matter to a more senior representative. If you are unable to make progress or the outcome is not satisfactory, you may need some assistance or intervention. This should be considered before commencing a formal process such as litigation.
AAP can help you with the key points above and will give each person the time they need to talk and be heard, as well as facilitate a conversation about how you might want to fix things.
If you are dealing with difficult situations or people who are not listening to you, think about making use of the above guidance and encourage them to do the same. Perhaps agree some ground rules as to how and when you will communicate and what the topics will be, as well as what will not be included in your conversations. If you are struggling to have a conversation but think some assistance may help, speak to us and we will gladly talk you through your options and can help by speaking to the others involved too.
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