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Tip 820: Ask those involved to suggest resolutions. |
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If you suggest the resolution, it will be perceived as "yours," not "theirs." After clarifying the facts, identifying the misunderstandings, summarizing each person's needs, and reminding both of their goals, ask them for suggestions to resolve their differences. If necessary, reiterate their mutual criteria for coming to a resolution. As suggestions meet the criteria, accept them, record them, and ask for reaction from the other person. Accept. Check for agreement. Accept. Check for agreement. |
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Tip 821: Lead them to select the solution that best meets the needs of both. |
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Your presence ensures that one person does not overpower the other. Your job as an impartial mediator who cares about both individuals is to see that the solution is acceptable to both, not a "win" for one and a "withdrawal" for the other. |
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Tip 822: Help both to keep the lines of communication open. |
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Look over their shoulders occasionally to make sure they are still talking and interacting from day to day. Create conversations with them. Pass on "good news" from one to the other. If you've been successful in helping them through the crisis, they'll rely on you again and again. And you'll have the satisfaction of knowing you've deactivated a productivity problem and kept one more relationship intact. |
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