Leading with Conviction: Mastering the Nine Critical Pillars of Integrated Leadership by Shalom Saada Saar & Michael J. Hargrove

Author:Shalom Saada Saar & Michael J. Hargrove
Language: eng
Format: epub
Publisher: Jossey-Bass
Published: 2013-01-10T16:00:00+00:00

4. Facilitate the Process

Your responsibility as leader is to help resolve the conflict so that everyone can go back to focusing on his or her primary job. That means managing your own emotions and being objective and authoritative. You should be firm and assertive while also remembering that there are egos at the center of the conflict. Listen closely to what each person is saying and observe body language. What you say and how you say it can turn the tide of the conversation. For example:

Safeguard information—keep the details of the interaction confidential.

Accentuate the positive behaviors expressed by all parties.

Demonstrate superb listening skills.

Demonstrate compassion, mutual respect, and flexibility.

Explore options and agree on outcomes.

Bring people together to discuss conflicts before they fester.

Instill a culture of openness in which people challenge each other.

When conflicts are resolved, celebrate occasionally.

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