Newsletter

Keeping Your Cool in Conflict Situations - Using the CALM Method, 09-Jun-2009

The CALM method of dealing with conflict can be a great assistance in difficult situations. It can help you to keep focussed, to respond not react, and to keep your cool.

STEP 1 - C - Clarify the issue
STEP 2 - A - Address the problem
STEP 3 - L - Listen to the other side
STEP 4 - M - Manage your way to resolution

In more detail...

STEP 1 - “C”
Clarify the issue - conflict clarification questions

Firstly - stop, breathe, think!

Primary questions - which are relevant to you?

1. What am I upset about?
   
2. What emotions am I feeling: anger, hurt, frustration? Why am I feeling that way?
   
3. Have I contributed to the problem?
   
4. Am I just overreacting? If so, why?
   
5. What will successful resolution look like?
   
6. If I were the other person involved in this situation, how would I want to be dealt with?

STEP 2 - “A”
Address the problem

1. Paraphrase & verify that you have understood the issue
2. Do you need to take them somewhere else?

STEP 3 - “L”
Listen to the other side

1. Give the other person your TOTAL ATTENTION
2. NEVER interrupt
3. Ask questions for clarification
4. Paraphrase what you’ve heard.
5. SHOW that you’re listening
6. Use positive body language

STEP 4 - “M”
Manage your way to resolution

1. Gain agreement that a problem exists
2. Identify the customer’s concerns and needs.
3. Explore win-win solutions
4. Agree on a course of action
5. Close on a positive note

Realisations Consultancy can help you to ‘keep your cool’ in conflict situations with a program tailor-made to meet your needs.

Please contact Dr Genevieve Armson (08) 9470 2662 or genevieve@realisations.com.au