2 Técnicas para resolver cualquier CONFLICTO ⚡ Cómo resolver conflictos

Summary

This video script introduces two effective conflict resolution methods: the Observation-Impact-Request (OIR) technique and avoiding the Drama Triangle. The OIR technique encourages clear, non-confrontational communication by focusing on observable facts, the impact on oneself, and polite requests. The Drama Triangle highlights common conflict roles—persecutor, victim, and rescuer—and advises stepping out of these roles to foster responsibility and problem-solving. These techniques empower individuals to manage conflicts constructively, reducing tension and promoting collaboration in both professional and personal settings.

Takeaways

• 😀 Clear communication is essential in conflict resolution. Use the 'Observation, Impact, and Request' technique to avoid misunderstandings.
• 😀 The first step in resolving a conflict is to objectively describe what you’ve observed, without making accusations or judgments.
• 😀 Express how the observed behavior affects you personally, focusing on how it makes you feel, rather than blaming the other person.
• 😀 Make a polite and specific request for change to improve the situation, phrased in a way that makes it difficult for the other person to refuse.
• 😀 In conflicts, it’s important to avoid roles in the drama triangle: Persecutor, Victim, and Rescuer, to prevent the situation from escalating.
• 😀 Instead of adopting a negative role, take on the 'Creator' role, where you assume responsibility and work towards a solution.
• 😀 The drama triangle involves shifting roles like from Persecutor to Victim, or Victim to Rescuer, which only intensifies conflict and hinders resolution.
• 😀 Being a Creator in conflict situations helps you focus on solutions and keep calm, allowing for respectful communication without manipulation.
• 😀 A good strategy for resolving conflict is to express your needs in a respectful manner, asking for solutions rather than imposing demands.
• 😀 Conflicts can often be resolved before they escalate if both parties are willing to acknowledge their roles and avoid blame or assumption.
• 😀 By practicing empathy and understanding the impact of actions on others, conflicts can be handled in a way that promotes positive outcomes.

Q & A

What is the main issue addressed in the script?

The main issue is about project delays caused by Emil, which leads to dissatisfaction from clients and negatively impacts the company’s reputation.

What technique does Arthur use to address the conflict with Emil?

Arthur uses a conflict resolution technique consisting of three elements: observation, impact, and request.

What does the observation step involve in conflict resolution?

In the observation step, the focus is on objectively describing the facts without making accusations, such as stating the delay in Emil's projects without judgment.

How does Arthur express the impact of Emil's actions?

Arthur explains how Emil’s delays cause stress, affect his own work, and put the client contract at risk, without blaming Emil for his actions.

What does the request step involve in conflict resolution?

In the request step, Arthur expresses his needs or expectations in a polite manner, such as asking Emil to meet deadlines or inform him in advance if more time is needed.

How does the technique used by Arthur help in resolving conflicts?

The technique helps by promoting clear, non-accusatory communication, focusing on specific actions and their effects, and encouraging mutual understanding and solutions.

What is the 'drama triangle' mentioned in the script?

The drama triangle refers to a model where conflict participants assume roles of 'the persecutor', 'the victim', and 'the rescuer', which can escalate conflicts and prevent resolution.

Can a person play multiple roles in the drama triangle?

Yes, a person can switch roles within the drama triangle. For example, Antonio moves from being the victim to being the persecutor in the conflict with Marta.

What is the suggested approach to resolve conflicts within the drama triangle?

The suggested approach is to move out of these roles and assume the role of a 'creator', taking responsibility for one’s actions and decisions and working towards a solution.

What is the 'creator' role in conflict resolution?

The 'creator' role involves taking responsibility, making decisions, and helping guide others toward finding a solution to the conflict, rather than playing roles like the persecutor, victim, or rescuer.