Handling Conflict Positively
One of the challenges of dealing with conflict is to help people maintain healthy relationships during and after periods of conflict. Simply resolving the problem is not enough. The People involved must be satisfied with the outcome and attention must be given to their emotional well being. If these two areas are not addressed, chances are other problems will surface within time.
The following tips will help you maintain healthy relationships during periods of conflict.
- Acknowledge Conflict.
Workplace conflict happens. Effective supervisors acknowledge conflict and take steps to help employees resolve conflict.
- Encourage Participation.
Managers and supervisors can help people overcome problems that split groups by encouraging
participation. Getting involved parties to acknowledge ownership of the problem to acknowledge ownership of the problem and work towards resolution helps build commitment to the good of the
organization.
- Create a safe environment.
Creating a neutral environment in which both parties can present their facts, discuss the problem, and suggest ideas for resolving the conflict is one way to support and encourage participation leading to conflict resolution.
- Encourage Commitment.
Reminding people that collectively "we" own the problems and collectively "We" have the power to resolve them is a good technique for encouraging commitment to ending the conflict.
- Question to determine the facts.
Conflict, by nature, gets emotional. Although people may not intentionally lie, their perspective colors their perception of the facts. As a leader during conflict resolution, keep listening and questioning to make sure that you have the facts straight. As people passionately present their case, this will be a challenge.
- Listen, listen, listen.
During periods of conflict, listening skills are critical. It costs you nothing to listen and gives you a much better perspective on the problems surrounding the conflict. As managers and supervisors, we are used to doing the talking. We feel confident when we are in charge of the conversion. As a leader leading with conflict, however, we need to stop talking and start listening.
- Listen Objectively.
In order to support people during conflict, don't argue with their facts. Instead, keep questioning, making sure that all parties have an opportunity to be heard before any decisions are made. Typically, when the facts are separated from the opinions, it becomes easier to think creatively and propose alternative solutions, leading to an acceptable solution to the conflict being discussed.
- Focus on the problem, not the people.
This is a challenge, because in Stages Two and Three conflict, the people and the problem are intertwined. Personalities align with one another and the details surrounding the facts or situation that originally started the conflict become obscured. As a leader, you must work hard to keep the people issues separate from the facts. Insist that parties focus on the facts. If emotions flare and parties
focus on the facts one another personality, steer the discussion back to the facts. Insist that parties listen to one another as they present their facts. Met agreement from both parties on the facts.
Sticking to the facts plays down emotional responses and enhances the problem-solving process.
- Take more time to reach a decision, if necessary.
Although we are not recommending avoidance as a problem-solving technique, declaring a
"timeout" at some point in the conflict resolution process may be helpful. Occasionally people become so passionate about their cause that they lose their perspective. Sometimes the facts needed to resolve a
problem are not available. Leaders must communicate why they are delaying the decision so that the parties involved maintain their confidence in their leadership.
- Follow-up.
Initially, after conflict has been addressed and resolved, it is usual for things to appear to be going more smoothly. Don't assume this will last. Periodically check back with both parties to ask how things are going. If issues emerge, get both parties together again and address the concerns before the situation escalates.
Finally, recognize that despite all that you do to keep your leadership positive and focused on organizational goals, conflict in the workplace will be inevitable.
