Defuse conflict by shifting from content to process — Business Management Daily: Free Reports on Human Resources, Employment Law, Office Management, Office Communication, Office Technology and Small Business Tax Business Management Daily
Two employees threaten to come to blows over a disagreement. Don’t jump in and rule on who’s right. Instead, guide them to focus on the process of communication, not the content. Why? They may be too upset to listen to your verdict. But they’ll probably respond reasonably if you say, “I’d prefer to talk to each of you privately and then wait until next week to resolve this.”
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