Stop Conflict Before It Starts

I believe that whenever possible, the best time to stop conflict is before it begins. 

As a hairstylist and ‘B to B’ entrepreneur

, I am client-facing, and have used the tool that I’m about to share with you successfully for YEARS. I call it,

 ‘Negate, Redirect, Replace.’

How many times, during interactions with a client, have they opened up a conversation that for any number of reasons, can quickly turn bad? Or is it negative in nature, and you have not been able to turn it around quickly enough? As a hairstylist behind the chair, I experience this frequently. Particularly during difficult political moments, for example, which is an everyday occurrence these days. 

‘Negate, Redirect, Replace’

 is the tool I use to turn this around, gracefully, without the person even knowing what happened. So here’s how it works…

NEGATE -

Let’s say a client comes in to see you, could be any industry actually, and exclaims - ‘Can you believe that such and such place, instituted this or that policy/law/rule???’ 

Ok, I already know I’ve been invited into dangerous waters. Either I may not be in alignment with what they believe, and all one needs to do is look around to see how that tends to proceed. Or I may be in alignment, creating a downward spiral of negative conversation that is sure to color the Guest Experience, and frankly, affects my experience too. My response to negate this conversation would be something like -

‘Honestly? I’ve actually been giving myself a break from taking in any news. So much of it is negative, and it really starts to affect me.’

This response NEGATES the conversation because I have just shared that I am completely uninformed, in regards to the subject matter that the client obviously wants to talk about. Without missing a beat, I move directly into…

REDIRECT -

With something like this -

‘What I have been focusing on to stay positive is my passion for art. I’ve been visiting museums more frequently, and I’ve even brought my sketch pad and pencils back out! I’ve found it to be so rewarding, it also keeps me creative and positive!’ 

With that, I have just provided the foundation for an entirely different conversation, that is set up to be positive in nature. Now I move directly into the grand finale…

REPLACE -

With -

‘What have you been doing to stay positive these days?’

Just like that, I have replaced the negative subject matter, with a positive alternative, which will serve both individuals much better, during their experience together. The only thing that must be managed, is keeping the ‘train of positivity’ on the tracks. That’s just a matter of continuing to expand on what keeps you and your guest positive, using probing questions as your ally. 

Where there is more than one person, some form of conflict is inevitable. Knowing how to address these moments gracefully, and respecting the other person while ALWAYS  honoring yourself, is essential to your life, joy, and to business prosperity. This tool has served me well for many years, in avoiding unwanted interpersonal conflicts, that have a strong potential to turn negative. Conflict can certainly appear to be difficult to diffuse, seeming at times to be impossible. When this moment arises next for you, and you doubt your ability to turn the negativity around, I invite you to utilize this tool, and experience for yourself what I already know for you - that 

‘Anything Is Possible.’

If you found this valuable, please visit 

www.yureeshstyle.com

, and schedule a Complimentary 30-minute consultation call with me. I would love to share with you how I can serve you with one-on-one coaching, or a full team workshop. Helping to guide you through those difficult moments when conflict arises, one-on-one, or within your team. Conflict is inevitable and not necessarily a bad thing. With the right tools, graceful resolution is always possible.

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