In business conflict, separate the person from the problem

When one of my clients finds themselves in a conflict with an employee or, in the case of a family business, a family member, my first advice to them is to never underestimate the importance of what you say. In a heated situation, it’s easy to fire off some tough words. But that kind of gut reaction can ultimately damage your plan to resolve the conflict. Words, especially harsh ones, can be sticky. They can cause hurt and impact the conversation in ways you might not be able to imagine. Communication can be, and often is, misunderstood. That’s because we naturally see an issue from our own point of view, not from another’s.