Whenever we offend or hurt somebody it is vital that we find a creative and innovative way to turn this negative into a positive. When it is brought to my attention that I have hurt somebody, I find it quite helpful to quickly and emphatically say, "I am sorry" and take responsibility for my words or actions. Healing begins immediately. Yes, it takes courage to say we are sorry and to take responsibility for our own actions or words, but this is what leaders do.
The following are some of the most powerful principles that I know for resolving conflict and developing healthier and more positive relationships.
• Put yourself in the other person's shoes.
• Be friendly and smile.
• Call the person by name.
• Show genuine interest in the other person.
• Really listen to what the other person is saying.
• Admit your mistake and ask for forgiveness.
• Talk in terms of the other person's interests.
• Never grumble, complain, or make excuses.
• Treat the other person the way you like to be treated.
