What Questions Should You Ask?
Depending on the conflict, the questions you ask will differ. It is important to listen to each side carefully to gather basic information so that you know what questions to ask to resolve the issue. Read this section and answer the concept check questions at the end.
Depending on the conflict, the questions you ask will differ. For example, suppose two employees you supervise are having issues with each other, affecting the work of the rest of your team. In that case, it may help if you speak to each person individually to understand and ask follow-up questions. Then you can meet with the three of you to attempt to resolve the issue. Questions you might ask in this situation include: How do you see this situation? What would you need to get this situation resolved? Why do you think you need that resolution? Are you comfortable addressing these issues in a meeting to resolve this situation?
These types of questions will get to the center of the issue from the perspective of both sides. They will give you a good idea of the situation and how it might be resolved successfully. This will also help your employees to understand the resolution process you have created. In the future, they may be more inclined to resolve issues independently.
In the previous example of the two employees who argue over job responsibilities, and each believes the other is responsible for a specific task, as the manager, it will be your job to research and understand the conflict. You may ask each employee the following questions. What do you see as the conflict? Have you performed this task in the past? If so, when and why? How long have you worked in this department (if you do not already know)? Why do you think this task belongs to another employee? Why do you not think this is part of your job responsibilities? Who do you think should be performing this task and why?
You may also ask similar questions from former managers or employees who have worked in these jobs previously. The answers to these questions may help you (and human resources) to make an informed decision about the conflict.
The answers to these questions will give you a good idea of the situation, what the issue is, and perhaps how to resolve the issue. Remember that you may need to work with other people or departments to resolve the issue, and asking questions is just a fact-based mission you must complete before a resolution.
Concept check questions
- What negotiation situation have you recently been a part of, and what questions did you ask?
- Now that the negotiation has been resolved, what questions should you have asked and of whom?
- Why is it important to ask questions during the negotiation process?
Source: Saylor Academy
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