Conflict Management

Delivering Bad News Tactfully and Effectively

Conflict management is a skill that every professional will be required to apply at some point in their career. I believe it is a skill that can be taught, but ultimately, it will probably take time and patience to learn through experience how to manage conflict in an effective manner. While reading for this assignment, I referenced a text book from a previous course and came across a method of conflict management referred to by the acronym STLC, which stands for stop, think, listen, communicate. These are the four steps:

“Step 1: Stop. When you realize that a conflict exists, begin by saying: “Stop!” Don’t become so upset that you start to lose control of yourself. Instead, try to calm down and cool off. Try to control your mental faculties.

Step 2: Think. Think before you act! At an elementary level, try not to take the conflict personally. At a more advanced level, think about your goals, wants, and needs and those of your partner.

Step 3: Listen. Listen before you say anything! The tendency of most people is to justify themselves the moment they hear criticism rather than really listening to what the other person is saying. We believe that the ability to truly hear what the other person is saying is as important as what we say in a conflict.

Step 4: Communicate. Decide how to communicate and do it! You could react with violence or not. What are the outcomes if you react violently? What would happen if you don’t? You could respond by communicating in a destructive way such as by using aggressive speech. You could respond by avoiding the conflict altogether or by simply giving in. You could sit down and discuss the problem with the other person” (Cahn, p. 69).

If I found myself in the situation where I had to confront an employee who was not meeting the standards in terms of their work quality, and who had an aggressive attitude at work, I would use the S-TLC method during out interaction. First though, I would explain to him that his work ethic and his dealings with customers were unacceptable. I would inform him that if he did not improve his work ethic and his attitude, and stop being aggressive with the other employees, that he would lose his job. I would deliver this news calmly in a private conversation with him.

Most people do not enjoy being corrected, and I am sure his reaction would be angry and maybe defensive. If he did not calmly accept what I had to say, and instead got angry with me, I would use the S-TLC method to deal with the situation. First I would stop and remind myself to stay cool and to handle the situation professionally. Then I would think about his perspective on the situation – he is being told by his boss that he may lose his job. Depending on how professionally I have delivered the news, he may even perceive this as a personal attack instead of a cause-and-effect. I would think about the fact that it is probably more practical to retain him (if he corrects his behavior) rather than fire him and have to train someone else. I would remind myself that we are having a two-way discussion and that it is important for me to listen. Then I would hear him out. I would truly listen to what he had to say, without interrupting him. This would accomplish two things: I would get his perspective, and I would possibly calm him down a bit by letting him talk. Finally, I would communicate. I would respond to whatever he had to say, and then firmly explain why he would be fired if he did not change his act.

References

Cahn, Ruth Anna Abigail andDudley D..  Managing Conflict Through Communication VitalSource eBook for Ashford University, 4th Edition. Pearson Learning Solutions. Retrieved from <vbk:9780558711184#outline(6.5)>.