Diplomacy is an essential tool to working effectively and in a friendly environment, especially in the workplace. It is a tact and subtle skill needed in dealing with people for the sole purpose of reconciling disputes.
It includes the ability to understand the hurts, feelings, ideas and opinions of other people. Regardless of the organisation or whatever level you are, diplomacy is a skill that must be mastered by all.
Disputes or disagreements occur among co-workers on a daily basis. Dissenting employees rise up at every point in time due to differences in opinions, beliefs or values, and lack of consistencies. When controversies surface, the organisation suffers a great deal. Therefore, it is imperative that tactical skills are encouraged on every level and ranking of the organisation.
Anyone who is willing to develop their skills or competencies in diplomacy must have or cultivate the following characteristics:
1. Empathy – The intellectual identification of the thoughts, feelings or state of another person, the capacity to understand another person’s point of view.
2. Rapport – A relationship of mutual trust and respect, a good speaking relationship.
3. Politeness – A smooth, polished and well-mannered behaviour toward another, affability, etiquette or courtiness.
4. Self Control – The ability to control one’s will power.
5. Listening Skills – The tendency to pay rapt attention while people speak.
6. Emotional Intelligence – Ability to recognize one’s own emotions and label them appropriately
As a diplomat, your duty is to STOP disputes and not cause them. A diplomat does these 5 things:
-Ask Questions- In times of conflict, the first thing to do is to ask questions. You must first calm the disputing parties down, then ask questions. Make sure that you pay rapt attention to each party as they speak.
-Dont Take Sides- Taking sides automatically makes you a part of the argument. It shows where your loyalties lie, and whether you like it or not, your judgment will be seen as bias. It’s imperative to remain objective and independent.
-Don’t Get Personal- Its a person’s behaviour that is annoying, not their person. Yes, you can complain and criticize their attitude but never take it personally. Eventually when fight ends, you will not be on their good sides.
-Never Lose Your Temper-No matter how angry you get or how annoying the situation is, never lose your cool. Loss of temper equals loss of control, don’t get on the bad side of your organization.
-Know How To Manage Other People’s Anger- When they are angry with you, ask them why and seek to solve the issue. When you’ve done an obvious thing that they are angry about, don’t try to justify your reasons. Apologize and mean it.
Perhaps the most important skill in every aspect of life is the skill of reconciliation and problem solving. If we are all conscious enough to develop it, our lives will be easier.