With work-related stress and frustration, conflicts are an integral part of business life. Whether personal or professional, they can poison the well-being of employees and lead to violence if they are not resolved in time. This is why mediation plays an important role in creating constructive dialogue between people. Indeed,Good communication is the key to conflict resolution. Many tools are also available to the Ombudsman to achieve this objective.
Active listening: an important point of caring management
How many professional relationships have not resulted from a lack of communication between employees? The hierarchical difference should not be a brake on good dialogue. On the contrary, a manager must demonstrate aactive listeningand as individuals.
If they think you don't care what they say or think, they won't see any interest in making any effort to work. Good communication makes it easy topreventing and managing conflict situations. It also prevents work-related illness that may lead to aggressiveness. Mutual listening and respect can solve difficult situations. It's awin-win method.
The DESC method for defusing conflict
TheDESC methodis an effective tool used inconflict management. It allows fornon-violent communicationand to establishpositive relationships. In order to better manage interpersonal conflicts, employees are free to express their views and, above all, to formulateconstructive criticisms.
The desc method is divided as follows:
- Describe the situation(D): This stage consists of writing the conflict scenario. It is not a matter of issuing judgements but merely of ascertaining the facts as they really are and their effects.
- Express your feelings(E): The expression of feelings and feelings is essential in conflict management. Whatever the problems, this phase must be accompanied by aactive listening session.
- Specify solutions(S): To defuse tensions, solutions must be proposed that will satisfy everyone. It is best to find the solution together. If you are an employer and are considering a solution, you must communicate it to your employees.
- Consequences and conclusions(C): During this phase, review all key points of the conflict situation. It must be stressed that the solution is the best for everyone and that it will not only help to reduce conflicts between people, but will also help to promote theeffective relationshipsin the future.
Ensuring the effectiveness of the DESC method
Being oneverbal communication toolThe DESC method plays an important role in conflict management. Every day, different types of conflicts occur within teams. It is up to the manager to manage difficult situations and to prevent and resolve professional conflicts. The DESC method will allow it to make a change in relational level. To be effective, it is advisable to:
- Acting as soon as possible, because the longer the conflicts between colleagues continue, the more difficult it will be to resolve them.
- Managing and resolving conflicts and tensions step by stepTo deal with conflict situations, it is better to group the facts together and resolve them gradually.
- Involve only those in conflict: to approach the subject in the eyes of everyone may worsen the conflict, especially since the subjects concerned may be afraid to express themselves.
