Often times a manager/supervisor will be required to play the role of a mediator in work related conflicts in the work place. Often times also, many managers plunge into conflict resolution without proper preparation and planning. The following is a simple yet effective guide-line for managers to prepare themselves prior to engaging in any activity relating to conflict resolution.
1. Prepare mentally : Clear (temporarily at least) your own problems and challenges. You are right if you think that you have to 'put on an act'. Thats part and parcel of being a leader; you can't afford to allow personal problems and challenges to affect your managerial responsibilities.
2. Be sure not allow your past knowledge of the parties involved in a conflict to cloud your approach. Ramli may have been a trouble maker in the past but he may also be the innocent party in the current conflict. Fairness must be seen by all those involved.
3. If possible, take the conflicting parties away from the environment that produced the conflict in the first place. Don't underestimate the power of a positive environment in conflict resolution.
4. Make it clear to all parties that they must accept the fact that the conflict is in relation to work and not personalities. This is to show them that you are not on a witch-hunt.
5. As far as possible, get all needed information before attempting to resolve a conflict.
6. If at all you are a contributor to the conflict, own-up to that as soon as the meeting starts.
7. Ensure that all parties are given ample time to voice their frustrations.
8. Be sure to keep repeating that conflicts are not all that bad in the work place as conflicts can give birth to new and better ideas.
9. All resolutions and agreements reached at must be approved by all parties concerned; if possible in writing
10. AND most importantly, enter a conflict resolution situation with a clear mental picture of you resolving the conflict to the satisfaction of all.
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