employers and employees

To harness conflict and move toward resolution:

Notice hot buttons. Conflict occurs when people perceive their values, needs or identities have been undermined or challenged.

Schedule a time to talk. Rather than attempt to resolve differences in the heat of anger, give the parties a chance to cool.

Set ground rules. Begin by asking the parties to design guidelines for discussion. The chances for successful conflict resolution increase dramatically when there is agreement on conditions such as addressing only one issue at a time, keeping voices at a conversational level and allowing each party to speak without interruption.

Acknowledge what's at stake. Affirm the importance of the relationship, project or organizational outcome that is being undermined by conflict. Identify the common interest and ask how conflict is blocking it.

Consider all perspectives. Listen respectfully to each viewpoint. Then consider a variety of possible solutions.

Agree on a course of action. To avoid impasse, get a commitment to try one solution. Decide how each person will contribute to making it work.

Schedule a progress check. Follow-up is crucial to keep lines of communication open, check on accountabilities and make any necessary adjustments to the solution.

Remember the words of author Max Lucado: "Conflict is inevitable, but combat is optional."

Sally Ward is founder and president of Ward Leadership, an executive coaching and leadership development company. Contact her at www.WardLeadership.com.

This column is written by members of the Rochester Women's Network (www.rwn.org).