Resolving conflict: six simple steps to keeping the peace.

• Date: 01 July 2012
• Author: Borkowski, Mark

One of the most challenging roles of an effective manager is that of "peacekeeper". Resolving conflicts in the workplace takes negotiation skills, patience, and a healthy dose of emotional intelligence.

Recently, I interviewed Susan Steinbrecher, an author, executive coach and speaker who is CEO of Steinbrecher and Associates, a management-consulting firm, to gain further insight into the tumultuous world of conflict resolution.

A licensed mediator, Steinbrecher recommends a conflict resolution model that involves six basic steps and three golden rules.

"In any dialogue, there are two fundamental needs that must be met--the ego need and the practical need", shares Steinbrecher. The ego needs are: to be listened to, valued, appreciated, empathized with, involved, and empowered. The practical need refers to the obvious: the reason for having the discussion that focuses on the conflict that needs to be solved.

To address both needs, employ the three golden rules of engagement:

1. listen and respond with empathy;

2. be involved; ask for the other...