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The following tips may help the SLP manage conflict. They are adapted in part from Edelman's and Crain's wonderful book, The Tao of Negotiation (1993).
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Listen without interrupting the other person. Ask that person to try the same with you.
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Instead of responding immediately, count to five silently, grow calm, listen to you inner self, and feel whatever you are feeling.
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Beware of slipping into avoiding, attacking, or defending.
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View conflict as a research project rather than a war. Research all aspects of the problem you'd like to resolve.
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Let go of the need to be right and be willing to admit your mistakes.
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Let go of any attachment to the outcome.
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Separate facts from feelings and opinions.
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Remember that you do not know what another person is feeling or thinking.
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Remember that you have no control over the other person's response.
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Use "I" statement versus questions or statements that blame.
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Listen and let silence become your teacher.
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Work with the other person to find a solution.
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