Confrontation Process to Choose
When team members recognize that problems can solved if each party responds calmly, constructively and rationally, productivity results. Personal attacks should never be sanctioned by management. By using active listening techniques, such as paraphrasing and repeating what the other person has said, people involved in a confrontation can solve a problem more effectively. To begin, both parties need to agree that a problem exists and agree to resolve it. They need to list the facts, explore alternatives, examine the impact and bring in a third party to mediate the discussion if necessary. Confronting a team member about decision, strategy or mistake can be a difficult task but by focusing on the goal of achieving a positive outcome, you can prevent long-term antagonism.
The conflict resolution process typically starts by the participants discussing the problem openly. By summarizing the situation up front, both parties can begin to analyze what went wrong and how to fix it. Confronting and accusing your opponent at this point is counterproductive because you may not really know what you’re fighting about. Instead, gather information to learn about the other person’s perspective and views on the situation. Be respectful and professional. You need each other’s cooperation and commitment to solve the problem so the project team can function more effectively. When conflict disrupts work, it impacts the team’s ability to meet the customer’s requirements, deadlines and goals. Once both parties agree the problem exists and needs to be resolved, you can consider the options for solving it.
This is the time to confront the other person about grievances, such as poor performance or specific actions. Then, you can brainstorm a solution and negotiate a compromise if necessary. Confronting another person doesn’t mean personally attacking or physically abusing the team member. It means being assertive and declaring your position to get it out in the open. In return, you must patiently, respectfully and calmly listen to his response.