How should we manage conflicts in an adequate way?

 

Below, we are going to show some techniques that can allow us to develop assertive skills that will be useful to be able to manage conflicts in an adequate way.

•  Scratched disc: This consists of reiterating the same idea in the face of repeated interpellations from the interlocutor in order to make ourselves heard by the other party. It is important that when we have their attention we explain our needs and provide solutions to the conflict.

Example: «I couldn't call you because I ran out of battery in my mobile / As I said before, when I ran out of battery, the phone turned off and I couldn't call you / As I was telling you, it was impossible for me to call you because my mobile ran out of battery».

• The processing of change: This resource allows both parties to adopt a more objective perspective of the conflict situation, as it aims to focus the conversation on the original topic.

Example: «I see that we are getting away from the main issue and this is not going to lead us to any solution, but rather to more things in each other's faces. I propose that we go back to the original issue and do not mix other aspects».

• The assertive question: this consists of asking the other person to state how the situation has made them feel and to add a detailed proposal for a solution.

Example: «I would like you to explain to me why this is important to you and how you have felt about what happened, as well as, if you could tell me what specific aspects we could change to solve this problem».