Reaching Enduring Agreements
Helping You Manage Conflict And Negotiate Agreements

Conflict Management

It's best to address workplace conflict before it begins to generate absenteeism, decrease productivity, create an unbearable environment or result in high employee turnover. Some of the steps Michelle uses when dealing with conflict are;

  • State the problem. What are you trying to resolve or want to talk about (not your position)? Frame this in neutral language that's acceptable to both of you.
  • Gather information. What are the key issues? Can you identify these without making accusations? Can you focus on what the issues are, not who did what, finding fault, calling names?
  • Ask Questions. Are you able to use open ended questions that cannot be
    answered with a yes or no, usually the who, what, where, why and how type
  • Use "I" language. How has this affected you? How has this affected the
    other party? Listen attentively and respectfully without interruption.
  • Paraphrase. Can you repeat or describe the other's position to his/her
    satisfaction? Can you view the issue from other points of view beside
    the two conflicting ones?
  • Brain storm. What are some options, creative solutions,
    common ground, etc.?
Site Developed By
Michelle Phaneuf, P.Eng C.Med
Conflict Management Consultant
Alberta Co-Director Workplace Fairness
Mediator Negotiator Facilitator

Calgary, Alberta
Phone: 403.483.5520
Calgary Conflict Resolution