He tenido la suerte últimamente de poder realizar sesiones de formación para un cliente donde el objetivo es crecer en aspectos de sinergia y mejora continua.

Uno de los aspectos que hemos tratado en las muchas horas pasadas con cientos de personas es la gestión que hacemos del conflicto. ¿Por qué este aspecto? Simple. El conflicto es una parte inevitable de nuestras empresas y lugares de trabajo. Lo llevamos en los genes.

La tarea de cómo gestionarlo se ha convertido en un eje principal en una sociedad donde la mayoría de trabajadores experimentan conflictos profesionales y que podemos de abordar desde un punto de vista personal.

Hay muchos marcos de trabajo para poder resolver el conflicto. Uno de los enfoques que más me gusta es tratarlo desde el “cubrir necesidades”.

Muchos comentarios que puedes oír en una oficina como “si no te gusta es lo que hay” o en un almacén como el “¡tú quién eres para decirme a mí nada!” responden a una necesidad del emisor; una necesidad que en ese momento no está cubierta. Esta razón mientras no sea satisfecha, no será un conflicto resuelto adecuadamente. Para entender esto, me gustaría describir el camino que sigue esta frase. Lo recordaremos como la regla PEN(Pensamiento, Emoción y Necesidad).

En el entorno laboral, el origen lo podemos relacionar con la no cobertura de la Necesidad y con aspectos relacionados con las tareas, los roles y las relaciones. Son la fuente principal. Las necesidades que pueden estar no cubiertas pueden ser de seguridad, reconocimiento, sentirse escuchado o la tranquilidad, entre muchas.

Esta necesidad provoca un estado emocional diferente en cada persona. La Emoción es energía en movimiento y tiene un pensamiento asociado. Estas emociones pueden ser positivas, negativas o neutras. Y cabe recordar que este tipo de energías pueden contagiar a nuestros pensamientos.

El Pensamiento es la capacidad para ordenar, dar sentido e interpretar la información percibida versus de la que disponemos, y a partir de ahí, crear nuestros conceptos. Desafortunadamente, nuestra atención a los pensamientos negativos atrae más experiencias negativas a nosotros, lo cual se convierte en una profecía auto cumplida.

Nuestras necesidades, emociones y pensamientos trabajan al unísono, aunque no todos provienen del mismo lugar. Muchas veces la necesidad será incongruente con la conducta enseñada. Ante ello hay que trabajar habilidades de comunicación y de relación potentes y escoger muy bien como conduces tu comunicación verbal y no verbal.


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