|
8.
Problems
Conflict
Resolution
“Conflict”
is a word that causes
many of us a certain degree
of discomfort, anger,
frustration, sadness and
pain.
Simply
defined, conflict is a
state of opposition. It’s
easy to understand that
no two people are going
to agree on everything.
Where there is disagreement,
there exists the possibility
of conflict.
Let’s
be clear about one thing:
Conflict is a part of
life. Conflict doesn’t
have to be loud and boisterous
and frequently, conflict
can create a positive
environment for understanding
and personal growth.
In
the workplace, most conflict
takes place between co-workers.
Workers rarely reach a
state of conflict with
their customers. Most
employees understand the
rules of that dynamic
and are trained to deal
with problems before they
become real conflict.
On
the other hand, less time
is spent training for
and dealing with disagreements
between team members.
If unresolved, these may
escalate into avoidance,
inability to work together,
verbal assaults and resentment.
In the worst cases, this
conflict may also lead
to hostility and eventual
separation from the organization.
Thus, it is critical that
conflict between co-workers
be resolved as quickly
and completely as possible.
Why
does conflict happen?
Conflict arises from a
multitude of sources that
reflect our differences:
personality, values, ideologies,
religion, culture, race,
and behavior. It also
arises from simple misunderstandings.
In today’s world,
where interactions take
many forms, from the anonymity
of blogging to a heightened
importance of having one’s
personal voice heard through
an ever-increasing clamor.
Our society has dramatically
increased the number of
human interactions where
one’s opinions can
be heard.
New
teams, for example, may
find themselves in conflict
as discussions lead them
into uncharted waters.
One person may have worked
alongside another for
years, yet never “knew”
them until they began
unearthing deeply held
beliefs. Reaching consensus
when such differences
are present is frequently
difficult and conflict
is almost certain.
Resolving
conflict isn’t always
quick…or easy…or
comfortable. Sometimes
it may require the involvement
and assistance of a third-party,
a supervisor for instance.
If you find yourself entering
into conflict with a co-worker,
here are a few steps to
take to turn conflict
into a positive and enriching
experience.
1.
Remove yourself from the
emotional state. Almost
all conflict happens when
the two parties to the
conflict leave the intellectual
state of reason and become
emotionally involved.
Recognize the need to
be rational and help the
other party reach that
state, too.
2.
Remember that proving
yourself to be “right”
is less important than
seeking to understand
the “truth”
of someone else’s
perception. This is critical.
We are conditioned by
society to “win”
but the critical component
of conflict resolution
is to “understand”.
3.
Get current; stay respectful.
This means communicating
everything that has led
to your participation
in the conflict…in
a respectful manner. Conflict
resolution provides the
ideal forum to escape
the emotional prisons
that often keep us locked
in the past.
4.
Seek to reach a general
understanding of the resolution.
Let go of any desires
for what you know will
not work and focus on
what will.
5.
Agree to your new partnership.
Create a means that maximizes
the potential for everyone
to obtain their desired
results.
You’ll
know you have successfully
resolved conflict when
you have a clarity of
mind and feel a sense
of empowerment by the
process.
First
Person: "How To Fix
The Problem"
Like
anything else, the more
experience you have with
solving problems, the
easier it is for you to
handle the situation,
to think on your feet,
to make the right decisions
and to resolve the situation.
Here
are some thoughts and
ideas from
associates past and present:
|
Just
Fix It
While not common,
problems will occur
in the restaurant
environment. It's
important, says Jeff
Mueller of the Plaza
Grill, not to overreact
when something goes
wrong at your table.
PLAY
VIDEO
|
|
Check
with the Boss
Mistakes aren't many
when Dan Ahrenica
is serving at Pujols
5 Grill, but, when
they happen, his rule
of thumb, if the problem
isn't small, is to
let his shift manager
know the situation.
PLAY
VIDEO
|
|
Be
Aware
In his years as a
server, Eric Glinkler,
now a floor manager
at Plaza Grill, learned
that problems are
sometimes out of a
person's control.
He knows the importance
of awareness. PLAY
VIDEO
|
|
Don't
Sweat the Small Stuff
Vicki McCoy of the
Plaza Grill has more
than 15 years of experience
as a restaurant server.
Her advice on how
to handle issues at
the table is simple:
Don't make them bigger
than they need to
be. PLAY
VIDEO
|
|
When
to Involve the Manager
You're making a routine
check of your table
only to discover that
a problem has arisen.
What's the next step?
Maura Blankenship
of Pujols 5 Grill
simply asks the customer.
PLAY
VIDEO
|
|
Make
Them Happy
When problems occur
at the table, it's
good to apply the
Golden Rule. Derek
West, a Hanon server
for several years,
believes it's important
to treat other people
like you would want
to be treated. PLAY
VIDEOL
|
|
Having
a Bad Day
Problems aren't always
about what happens
at the table on your
shift. Sometimes,
problems are what
happens to you away
from the restaurant.
Judy Jackman offers
good advice. PLAY
VIDEO
|
|
