Resolving Conflict

Scenario:  

I work with multiple people of all ages and different cultural beliefs.  There is a communication barrier that has caused a great deal of conflict within the department.  We are now going through a program review based upon the results of many surveys.  Because we know the main reason behind the conflict is communication, I need to show people how to communicate effectively.  Therefore I have thought of 2 different strategic plans that could help with decreasing conflict.  

Strategy 1: 

3S Skills (Third Side Skills) https://thirdside.williamury.com/category/tools/3s-skills/

Seeing, listening, and speaking from the third side allows for everyone to look at the problem without any bias opinions, emotions, or any connections.  

• Seeing the situation and not being apart of the situation allows everyone to see both sides.  The website refers to everyone looking at the conflict from a balcony seat, as if you are watching a play (https://thirdside.williamury.com/category/tools/3s-skills/ ) 
• Listening with intent to resolve the problem is very important. There are many ways to listen, but we have to learn to listen without having a bias attitude or trying to find an argument point.  
• Speaking is a very important part of communication but so is remaining silent.  Silence is allowing everyone to give their point of view and communicate.  Using the right verbiage to ask questions can be one of the very few times to speak.   

Strategy 2: 

3R's (Respect, Response Relationship) 

No matter what the age, it is very important that we use the 3R strategy to communicate with people.  

• Respecting a person should be a way of life for anyone.  Treating people the way that you want to be treated will eliminate confusion, possible interruptions, and hopefully some rudeness.  This is a way of people on equal ground... no matter what their age, sex, or any other categories.  
• Response - knowing the people you are having a conflict with makes a difference and is apart of your response.  The responses you have to questions, concerns, or comments determines if you are approachable.  In my scenario, the people involved don't feel as if leadership is approachable.  This perception has been formed based upon previous responses to questions or concerns.  So teaching leadership how to respond to situations can help 
• Relationship building can decrease future conflict.  A relationship can link two or more people together.  It builds trust and shows that each person is able to communicate. Encouraging team building can help my coworkers to one day be able to communicate effectively

I left out plenty of details regarding the conflict due to confidentiality, but overall using the 2 strategies or a combination of the strategies will help my coworkers to understand and work effectively as a team.