Management & Leadership - How Do you Manage Conflict?

A manager asked me this question in an interview. I answered very brief, But found it a good topic for blog :)
1. I look at the Conflict as a positive and natural event, Why?
Simply because people are from different environment, families, societies, cultures, ideologies. People have different personality and different way of thinking and different way of communicating.
So it is natural for two or more people to see one topic, situation or problem from different angle and it is GOOD :)



Observing a conflict as a positive event which should/may/must happen will let you to think rationally about the situation and let you make decisions BETTER.
2. I clarify with myself what I want in that event, relationship, communication, conversation or meeting.
I may ask myself the following:

• What is the Goal of this event, meeting, or process?
• What do I want out of this processes?
• What dose the other person want?
• What would I do if I was in his/her shoes?
• What is the least I will accept out of the process?
• What the problems could arise?
• How will I deal with each problem, and, If possible, turn it into benefit for the other person?
• How will I bring the process to a conclusion?

3. I speak the language of the other person based on his/her personality and communication behavior. As you may now most of the conflict arise when two or more people speak about the same thing in different ways. One talked with facts and figures the other laugh and make fun, one orders and asks direct questions, and the last guy sits silence and tries to calm down the situation by not intervening!
I do this by using DISC model. You may get more information about DISC by looking to my previous blog “http://blog.kavehkh.com/2009/03/management-four-common-mistakes.html’ part “Stop criticizing, Give FEEDBACK only.” or Google it, Bing it or Search for it in Internet or Email me to give you more details.
I think that’s it , If you have a feedback please feel free to share it with me.