Stay CalmWhen emotions run high, tempers flare and solutions become harder to find. Great leaders know the value of taking a breath before responding. By staying calm and composed, you set the tone for respectful dialogue.
Example: Two team members are arguing about who should take ownership of a task. Instead of stepping in with frustration, you pause, acknowledge their feelings, and calmly say, “Let’s step back for a moment and look at the bigger picture together.” This shift in energy helps de-escalate the situation.Listen First
Many conflicts worsen because people feel unheard. Active listening gives the other person space to speak without interruption and can diffuse tension instantly.
Example: A staff member insists that deadlines are unfair. Instead of cutting them off with, “That’s just how it is,” you invite them to share their concerns fully. By listening, you discover they lack key resources, and addressing that root issue reduces the conflict.Focus on the Problem, Not the Person
It’s easy to fall into blame or criticism. Instead, separate the individual from the issue.
Example: Rather than saying, “You’re unreliable,” to an employee who missed a client call, you say, “When the call was missed, it left the client feeling unsupported. How can we prevent this in the future?” The conversation becomes about solutions, not personal attacks.Find Common Ground
Even in heated situations, there are usually areas of agreement. Identifying these creates a foundation for progress.
Example: A project manager and a client disagree on timelines. Both are frustrated. You step in and point out: “We all want this project to succeed and meet quality standards.” By finding shared intent, you redirect the focus toward problem-solving instead of arguing.Work Towards a Solution Together
The best resolutions come from collaboration, not command. Invite all sides to contribute ideas.
Example: Two departments clash over budget allocation. Instead of dictating where funds go, you bring representatives together and ask, “How can we divide this budget in a way that supports both of your priorities?” Co-creating a solution increases buy-in and trust.Agree and Move Forward
Once a solution is found, confirm the agreement and clearly outline next steps. Then, let go of the conflict and move forward.
Example: After negotiating project responsibilities between two employees, you end the discussion with, “So, Sarah will lead client communications, and Mark will handle technical updates. We’ll meet in two weeks to check progress.” Everyone leaves clear on their roles, reducing the chance of the conflict resurfacing.
Could Your Team Development Days Be Missing Something?
Discover key strategies to make your team sessions more effective and memorable. Don’t miss this actionable blueprint from Rapport Leadership Australia.
