Ryan Hedstrom offers practical advice for coaches on how to effectively deal with conflict. He identifies four principles which are key when trying to resolve conflicts: active listening, non-verbal communication, using ‘I’ statements, and avoiding common communication obstacles (advising, diagnosing, discounting, lecturing, threatening, or preaching).
For managing conflict, Hedstrom gives dos and don’ts.
- Convey the value of your relationship with the person.
- Go slowly with what you want to communicate.
- Try to understand the other person’s position.
- Listen to what the other person is trying to communicate.
- Confront the situation, not the person.
and 5 don’ts:
- Communicate the solution; it is better to focus on the problem.
- Stop communicating.
- Use put-downs or sarcasm.
- Rely on nonverbal hints to communicate, be direct and forthcoming.
- Discuss the problem with others not associated with the conflict.
For Hedstrom’s full article: Coaching Through Conflict