Conflict Resolution

- With Myra Golden

Keep Conflict in the Kitchen: Week of July 26-July 30, 2021

Myra talks about four questions to ask when determining the appropriate time, place, and audience for addressing conflict.

  1. Who do you typically consider as being in the “kitchen” with you? Are there instances where you would include more people in the kitchen with you?

  2. Who do you typically consider as being in the “dining room”? Are there instances where you would include more people in the dining room with you? 

  3. What is the impact on our culture (or customer relations) by having private conversations in the public dining room?

Together with your team, develop a scenario where conflict may arise involving your team.  Answer the four questions above with respect to that conflict.  Not feeling creative?  Feel free to use one of the scenarios below:

  • A dealership emails the Company's "Report a Driver" line to report a damaged vehicle had been delivered.  It is not clear where the unit sustained damage.  The dealership is copied on a thread of emails debating what might have caused the damage.

  • You and your team are helping open a new terminal location. Your team is struggling to decide the correct set-up that best helps your internal operations, while also making it easy for the terminal to use on a daily basis. There are weekly calls scheduled with every department to discuss progress and updates. What is the best approach to finding the best solution?