Chances are, you have at least one relationship where conflict currently exists. This is normal and natural. However, the goal is for that conflict to be resolved.

Enter stage right my friend Linda Outka of Breakthrough Solutions. Linda is experienced in this area and agreed to sit down with me and shed a little light on the subject. I trust it will add value to you and help you have a breakthrough solution in one of your relationships that might be stuck.

• How did you find your niche in conflict resolution?

Immediately after college, I traveled with a singing and drama team touring the U.S. and Canada. Nine women, four men in a van for nine months…conflict was inevitable. I learned the importance of talking out disagreements rather than letting them fester. I realized that when two people communicate with openness, honesty and respect, the conflict gets resolved and the relationship grows. 

Since that time, employee relations roles have followed me because I am passionate about helping people work through their interpersonal stress. I believe life it too short and people are too valuable to build walls and shut each other out. We can live better. 

• What is the source of conflict in personal and professional relationships?

When we don’t understand why our co-workers and family members do what they do, we make up stories in our heads. And then we act as if these stories are true. This gets us into trouble because we act on our faulty assumptions. If we slow down, get off autopilot and untangle truth from stories, that’s the beginning of trying to understand the other person’s reality and resolve conflict. 

Let me give you an example. When was the last time you got cut off in traffic? What stories did you make up about the other driver? “That jerk! He knew I was here and he cut in front of me anyway.” Or “That idiot! He thinks he’s the only one on the road!”

On the other hand, think about the last time you accidentally cut someone else off in traffic. Was it because you were distracted or had a lot on your mind? Do you think that other driver gave you the “benefit of the doubt” you deserved?

When we make positive assumptions about people rather than negative ones, we stay in a better mood and have more clarity in our thinking. We can check the accuracy of our stories with curiosity rather than judgment. Simply put…when we assume positive intentions rather than negative intentions, we don’t damage our relationships. 

• What steps can a person take to resolve conflict in their personal and professional life?

If you have a difficult conversation you need to have with someone, I would recommend the following steps: 

• Prepare for the conversation beforehand.
• Untangled fact from stories.
• What are the stories I am telling myself about the other person?
• What are the facts?
• What am I feeling? (State as “I feel…”)
• What could have been their positive intention? (How could a “reasonable” person do what they did?)
• What have I done (or not done) that could have contributed to the problem?
• What questions can I ask that communicate curiosity rather than judgment? (avoiding “why” questions)
• Set up a time to meet face to face with the other person. Start by asking them curious questions. “Jump into their shoes” and listen to understand their perspective. Sometimes the conflict is resolved at this stage because when people truly understand each other’s perspective, the conflict can dissipate. 
• Finally, describe your perspective, referencing facts, not assumptions. Use “I” rather than “you” in your conversation, and carefully avoid blame.

This process seems simple, but I’ve seen it work countless times. The key is creating an  environment of emotional safety, openness and respect.

• What is Breakthrough Solutions?

Breakthrough Solutions is about creating space where people feel safe to be real. Where people find common ground and new perspective when they are in conflict with one another. Where people explore new insights in places they feel stuck and discover breakthrough solutions that open doors to their potential. This can be in the context of a coaching relationship, a team building session, or a workshop.

Linda Outka has been a coach, trainer and speaker in the business world for nearly 20 years and she is certified as a coach, trainer and speaker with the John Maxwell Team. She owns Breakthrough Solutions, which creates space where people feel safe to be real and resolve conflicts in their personal and professional lives. Linda is called to make an eternal impact in both the church and the marketplace setting.