I think we've all been in a situation where something goes wrong -- with a colleague, with a friend, with a family member -- and our first inclination is to kick or scream or throw things, or just open the window and yell "I'm mad as hell and I'm not going to take it anymore!" (Oh, sorry. Is that just me?)
Then cooler heads prevail, and we realize that we actually need to manage the conflict, rather than just vent.
Here are five suggestions for how to manage conflict effectively:
A friend of mine who works in corporate America once told me that one of the very first things she learned at her job was that the minute you have a professional conflict with someone, you pick up the phone. Never, ever email. And that's because -- according to her at least -- there's greater room for misinterpretation when you write something, whereas in speech you can be more direct. As a writer, my instinct is always to write to people when there's potential discord because I feel I can control the message better. But ever since she told me that, I've reconsidered. The other reason, of course -- and pace the recent WikiLeaks scandal -- is that once you put something in writing, it lives on ad infinitum. And then it can come back to haunt you.
Which brings me to point two. For me, the potential perils of email were really brought home this past summer, when my Politics Daily colleague Andrew Cohen wrote a much-trafficked love letter to his ex on our news site entitled "On Her Wedding Day: Saying Things Left Unsaid." My colleague Lizzie Skurnick then published a response to Andrew's post entitled "How Not To Congratulate Your Ex On Her Wedding Day." And then some emails ensued between the two of them which led to this. (If you aren't cringing by now, you should be.)
I was once offered a job when I was first on the academic job market which I turned down -- albeit with some remorse. And I felt so badly about turning it down that I composed this incredibly long, heartfelt explanation to the Department Chair. And then I threw it away. Because when I woke up the next morning, I realized that the letter was really written for me, rather than for him. In a similar vein, I've taken lately to writing out long emails to people I'm angry with and then not publishing them. As a writer, putting my thoughts down on the page helps me to express and even clarify my feelings, but without experiencing any of the blowback discussed in point #2.
I got an email the other day that really irritated me. It was condescending. It was territorial. And it was bitchy. Or at least so I thought the first time I read it through. And I spent a good deal of the night composing a response (in my head) that I seriously debated sending to this person, despite my advice in #3. But when I came downstairs the next morning, I re-read the email and decided that -- even though I was pretty sure that my initial reaction was justified -- there was conceivably another way to read said email that put it in a more favorable light. And so - taking Gretchen Rubin's maxim - "act the way we want to feel" -- to heart, I willed myself to reinterpret the original email as more benign so that I, too, could feel more positively towards this person. And then I just ignored it.
This may sound like it contradicts point #1 -- and I certainly wouldn't recommend it in a professional setting. But sometimes I think that writing a good, old-fashioned letter can go a long way towards smoothing over differences between friends and family. For starters, in an internet age, everyone appreciates that letter-writing has gone the way of the horse and buggy. So when people take the time to actually write down their thoughts -- with a pen! -- it shows how much they matter to you. Second, while most people like their emails short and digestible, it's O.K. to write a long letter and to really elaborate on what you're feeling. I once did this with a friend and it really saved our friendship.
How about you? What strategies do you employ to manage conflict?
Follow Delia Lloyd on Twitter: www.twitter.com/realdelia
Peter J. Solomon: Embracing Conflicts -- A Bad Business Strategy
How to Manage Conflict - wikiHow
How to Manage Conflict Effectively | eHow.com
Today, the need for techniques or at least advice on how to navigate in and around conflict should be a high priority in both business and interpersonal relationships. Difficulties and misunderstandings occur too often due to muted nuance and expression beyond the cornucopia of semicolon centered faces in texting, emails, and even Huffpost comments. Your advice and examples should be mandatory reading for everyone who doesn't live in a cave... and them too, if they have cable.
Important points; well presented... thanks!
Lawson Meadows
PS: Merry Christmas! How does London look during the holidays?
For some reason, every e-mail is read by the receiver in the most sarcastic and nasty way it can possibly be interpreted (misinterpreted?).
I once mediated a conflict between a supervisor and her co-worker that had escalated in e-mail. I asked each of them to read their side of the mails and watched as they became embarrassed realizing they'd each misunderstood the intent of the original mails from the other. One quick phone call or trip to the other persons office if an e-mail seems to be sarcastic or nasty usually is enough to head a problem off at the pass since it's almost always a misreading of the tone.