Leadership and Marketing Update from H. LEINER & CO.
Is your conflict hot or cold?
Hot Conflict: This is when one or both of the arguing parties outwardly express their strong emotions by raising their voices, shouting, using damaging language, or acting in a way that shows they are not in control of their emotions.
Cold conflict: This is when one or both of the arguing parties suppress their emotions by muttering under their breath, pursing their lips, refusing to speak up, or using a passive aggressive tone of voice.
The ideal temperature for conflict resolution is warm.
After taking the temperature of the situation, work on ways to raise the temperature of a cold conflict and lower it for a hot one.
Hot conflict: In order to lower the temperature, set the ground rules before bringing the people together into the same room so you can manage the emotions. For example, choose a question that each person needs to answer within 3 minutes. This allows each person to have their voice heard, but it minimizes the negative language.
Cold conflict: In order to raise the temperature, gather the people together and promote constructive dialogue and discussion. For example, have the parties stage a debate about their perspectives. This allows each person to share their feelings without a personal involvement in the issue.
In both types of conflict, remember that the goals are to bridge the gap and innovate. The top priority is bridging, which brings participants closer together and restores a trusting relationship. As opposed to a compromise, which leaves both parties unhappy, innovating is creating a new solution that brings together both viewpoints.
As a leader or any level of employee, you will encounter conflicts throughout your work experience and it is helpful to know these methods to arrive at a helpful resolution.
(Harvard Business Review)