Mastering The Feel, Felt, Found Method for Conflict
The Feel, Felt, Found Method is a popular sales technique of converting sales objections, but I’ve found it to be helpful when addressing conflict as well!
Here’s how it looks:
FEEL – Acknowledge that you understand how a person feels – This creates empathy and immediately de-escalates a situation by acknowledging the concerns of the other person
FELT – Share a quick example of someone else who has experienced a similar situation or felt a similar way. This reduces isolation and takes the issue from being purely subjective to more objective.
FOUND – Share how a person who felt something similar found the situation to have a positive outcome
Example: “Hi Mark, I understand you feel Susie did not give you a chance to voice your opinion at the meeting this morning. I know others have felt the same way during some of our high intensity meetings in the past. What I’ve found is that Susie has a specific format she likes to follow during those type of meetings so we can cover everything in 30 minutes or less. She will probably be interested in your suggestions if you present them to her one on one.”
It may be helpful to memorize this technique and use it the next time you are working through a conflict with your team. This technique also works really well with conflict in any relationship including those with family and friends!
Dr. Carmen April is a young entrepreneur and community leader recognized as a 2013 Nashville Business Journal Top 40 Under Forty Award Recipient and is a 2014 Graduate of the New Leaders Council Institute – Nashville Chapter. Dr. April is available for speaking engagements on Leadership for College Students and Young Professionals.
You can follow her daily #Leadership insights on Twitter @DrCarmenApril