Business_Spotlight_-_Nr.2_2020

LANGUAGE 55

Illustration: uzenzen/iStock.com

2/2020 Business Spotlight

Answer

Here is the answer to the question we asked. Kerstin does the

following things to mediate the conflict:

⋅ She gets people to accept

that a conflict exists and

that they need to find a

way forward.

⋅ She summarizes the

situation and the cause(s)

of the conflict.

⋅ She talks about the goals^

of each person involved.

⋅ She finds common

ground.

⋅ She gets agreement that

some compromise will be

necessary.

⋅ She asks questions to get

each side thinking of a

solution.

⋅ She looks for some level

of agreement from both

sides.

⋅ She finishes with a

summary and reconfirms

the agreement.

Note: Both people might not always be as cooperative as Phil

and Monica are in our example. In such cases, you will need to

help them do the things listed above. In cases where the conflict

is already known, you could meet each side individually first,

to find out where their flexibility may lie. Then, in the meeting,

you will already know how to bring them together with com-

promise and can lead the discussion in that direction.

KEY TIPS!

Don’t allow a conflict to continue.

Step in actively to mediate it.

• Try to understand all perspectives —
  if possible, before the meeting.


• 
  

  Make it clear that some level of
  compromise will be necessary.

  
  


• 
  

  Ask open and direct questions about what
  each side can do for the other.

  
  


• 
  

  End positively and acknowledge the
  compromises that are made.

  
  


• 
  

  Also acknowledge the success that is achieved.

  
  

Useful phrases for

mediating conflict

A. Identifying the conflict

⋅ It’s clear you have different

opinions.

⋅ The situation as I see it is that...

⋅ One of you wants/thinks... and

the other wants/thinks...

B. Finding common ground

⋅ You both want the best solution.

⋅ You have some common ground

in this situation.

⋅ Let’s think about the things you

both want.

C. Making compromises

⋅ We need to find a way forward.

⋅ You both understand that we

need to find a solution.

⋅ Both of you need to be flexible.

⋅ Where can you be flexible?

⋅ Is there a way you can both...?

⋅ We need to find a compromise.

⋅ What are you willing to do for the

other person?

D. Reaching agreement

⋅ That sounds like a good way

forward.

⋅ It’s good to see some compro-

mise from you both.

⋅ Can we agree on that?

⋅ Great. So, you’re in agreement.

⋅ So, you’ll do..., and you’ll...

⋅ Does that work for you both?

Mediating: an effective way

of dealing with conflicts

achieve sth. [E(tSi:v]

, etw. erzielen

acknowledge sth.

[Ek(nQlIdZ]

, etw. anerkennen

goal [gEUl]

, Ziel(setzung)

negate sth. [nI(geIt]

, etw. verneinen

reconfirm sth.

[)ri:kEn(f§:m]

, etw. nochmals

bestätigen

step in [)step (In]

, einschreiten, eingreifen

summarize sth.

[(sVmEraIz]

, etw. zusammenfassen

summary [(sVmEri]

, Zusammenfassung

work [w§:k]

, hier: funktionieren,

eine Lösung sein

Grammar

Using positive words negatively

Sometimes, we can have greater effect if we negate a positive

word rather than use a negative-sounding word. Compare these

examples from the dialogue with the alternatives given:

Negated words

⋅ That’s not good enough.

⋅ It’s not ideal.

Negative-sounding words

⋅ That’s bad.

⋅ That’s terrible.