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    Conflict: the critical questions (part 3 of 4)


    Added: 17-06-2005
    Author: Laurie Weiss
    Category: Telecommunications     		← Back | ↓ Related | Home →


    When you ve taken on the task of helping others to settle the dispute, your job is important to know what to answer these questions to help clarify the situation. More of these questions you can answer, you can better help your customers tap their own resources to resolve the conflict.

    Questions must remember, your customers will help identify the problem, identify goals they want to achieve and find the areas that have been agreed.

    Here are some questions that will help you remember your customers and resolve conflicts.

    Identifying the problem

    · Do participants know what their problem?

    · Do they need your help to determine that?

    · Having problems primarily in the group, or a symptom of conflict?

    How · arguments customer solutions before the problem been identified?

    · What is important is to be avoided or brought up in conversation and then quickly fall?

    ·What are the group's sacred cows?

    · Is there an elephant - something that no one is willing to talk about - in the near future?

    Identifying the goal

    ·What is the desired overall result?

    · Are all participants agree on the goal? If not, there are goals that they agree?

    Do not worry · agreed objectives themselves, or the only way that the goals be achieved?

    Establishing areas of agreement

    · On what issues to all participants agree? If you start the process of dispute resolution by establishing a contract, it is easy for participants to accept that a good solution can be reached.

    Behavior and communication systems are often as important to understand the situation as a special area of disagreement. Please note this question is also to help you understand what happens from now until now.

    O To whom more in a group communication solution?

    ·Are remarks responded to politely?

    ·Are speakers interrupted?

    ·Who directs traffic?

    ·Who doesn t respond at all?

    · How individuals in the group own position in relation to each?

    ·What does their body language imply?

    · Is physically violent messages are congruent?

    ·Who is active?

    ·Who is passive?

    ·Who facilitates the process?

    ·Who creates obstacles to clarification?

    · Do by Law No written and settlement of this crisis intervention?

    · If so, how they could be in that group and know what they are buying with them?

    This may seem like a very large number of things to remember. Experts in conflict is probably the most knowledge about most of the time. The question again able to remember more effectively and will help in this situation.

    Remember your duty to help customers resolve their disputes, not to do it for them.



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