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4 Tips for Conflict-busting Conversations
By: Steven P. Dinkin, Barbara Filner and Lisa Maxwell
Posted: September 29, 2011, from the October 2011 issue of Skin Inc. magazine.
page 2 of 4
4. Work toward SMART solutions. Sustainable solutions are SMART solutions.
Specific. Be clear about who will do what, when, where and how.
Measurable. Be clear about how you will all be able to tell that something has been done, achieved or completed.
Achievable. Make sure that whatever solution you agree on fits the situation; that it complies with both the law and spa policy; and that everyone involved has the ability and opportunity to do what is required of them. Don’t set anyone up to fail.
Realistic. Check calendar dates for holidays and vacations; look at past performance to predict future actions; allow extra time for glitches and delays; and don’t assume that the best-case scenarios will come true.