Work process: Handling a conflict
Quiet steps when emotions take over
Good conflict management is not about winning, it is about helping everyone move forward with dignity intact.
§Step by step
- 01Stay calm yourself – your calm is contagious.
- 02Make sure that no one comes to harm.
- 03Sit at eye level and listen to those involved.
- 04Put words to the feelings: 'I can see you're really angry.'
- 05Separate the person from the action – the person is OK, the action was not.
- 06Help find a way forward, preferably together with those involved.
- 07Follow up afterwards if someone needs it.