Manager Development Training : Communicating During Conflict

✅ Checklist: Tips for Communicating During Conflict 

Use this guide before and during difficult conversations to keep communication respectful, clear, and productive. 

🔍 Before the Conversation 

• Identify the goal of the conversation. 
   What do you want to resolve or clarify? 

• Understand your own emotions and triggers. 
   Calm yourself before initiating the conversation. 

• Gather facts, not assumptions. 
   Base your discussion on observable behavior or documented issues. 

• Schedule a private time and place. 
   Avoid impromptu or public confrontations. 

🗣️ During the Conversation 

• Start with curiosity, not blame. 
   “I’d like to understand what happened...” vs. “You didn’t do your job.” 

• Use “I” statements. 
   “I noticed...” or “I feel concerned about...” instead of accusatory “you” language. 

• Listen actively without interrupting. 
   Repeat back key points to confirm understanding. 

• Acknowledge the other person’s perspective. 
   Even if you disagree, show that you’ve heard them. 

• Stay focused on solutions. 
   Shift the conversation toward resolving the issue, not dwelling on the past. 

• Stay calm and control your tone. 
   Even if emotions rise, model professionalism. 

🤝 After the Conversation 

• Summarize the outcome and next steps. 
   Restate what was agreed upon or decided. 

• Clarify expectations moving forward. 
   Ensure everyone knows what success looks like next time. 

• Follow up in writing if needed. 
   Document outcomes for clarity and accountability. 

• Check in again later. 
   Revisit the conversation to ensure resolution and progress. 

💡 Bonus Tips 

• Use pauses to give space when things get tense. 

• If emotions get too high, take a short break. 

• Practice empathy: ask yourself, What might they be going through right now? 

Approval and Revision History  

Contact Information  

For questions or support related to this SOP, contact:  
Role/Department: Operations 
Email: [email protected] 
Extension: 115