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Thawing the ice

I was at a party last weekend and a head of department was talking about being "too nice and easy going" and finding it quite hard to confront some of the staff issues he faced, for fear of conflict. He was determined to get tough because he knew things had to change, but he didn't know how to get started.

I explained that when I was faced with staff conflict I always brought the people involved together privately, with me acting as facilitator/mediator. But I continued with this regularly, even though no new issues were being flagged up by either of them. This way the 2 people learn how to communicate with each other about issues affecting others rather than themselves and it helped to warm up their icy relationship.