TwoCents
No matter how careful a leader is, conflicts are inevitable. In order to manage a conflict solution, the following can be considered.
Acknowledge that a difficult situation exists. Honesty and clear communication play an important role in the resolution process. Acquaint yourself with what's happening and be open about the problem.
Let individuals express their feelings. Some feelings of anger and/or hurt usually accompany conflict situations. Before any kind of problem-solving can take place, these emotions should be expressed and acknowledged.
Define the problem. What is the stated problem? What is the negative impact on the work or relationships? Are differing personality styles part of the problem? Meet with employees separately at first and question them about the situation.
Determine underlying need. The goal of conflict resolution is not to decide which person is right or wrong; the goal is to reach a solution that everyone can live with. Looking first for needs, rather than solutions, is a powerful tool for generating win/win options. To discover needs, you must try to find out why people want the solutions they initially proposed. Once you understand the advantages their solutions have for them, you have discovered their needs.
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