From the course: Fostering Effective Communication and Listening Skills as a Service Shift Leader
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Navigate conflict through communication
From the course: Fostering Effective Communication and Listening Skills as a Service Shift Leader
Navigate conflict through communication
Leaders don't avoid conflict. They guide it toward resolution. As a shift leader, conflict will show up. It's part of the job. The question is, how do you communicate through it so things don't spiral? When emotions run high, communication is either going to de-escalate the moment or make it worse. That's where your tone, words, and presence come in. Start with a calm, open tone. Even if the other person is frustrated, conflict can really get worse when communication isn't clear because it leaves everyone confused—and that will cause people to get frustrated. So you really want to make sure that you give clear communication so that the work doesn't stop. Your tone sets the emotional temperature. Say something like, “Let's work through this together.” Instead of, “That's not my fault.” Next, focus on the facts. Stick to the specific behaviors, not personal traits. Instead of, “You're always late,” try, “I noticed you clocked in ten minutes late the last few shifts, and it's impacting…
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