Effective Management Of Workplace Conflict
With workplace conflict, it how it is managed that matters most
. Usually, conflict is the result of differing perceptions and methods, where both parties think they are right and neither is right or wrong. Conflict can be avoided to a certain extent with standardized processes and procedures. However, when conflict does arise, skillful management makes the difference between a small bump in the road and complete derailment of teamwork. By effectively managing workplace conflict, the manager can ensure cooperation, improved performance, reduction of stress, quick problems solving, enhanced teamwork, creativity, and increased staff morale.To manage conflict effectively you must be a skilled communicator; an open environment encourages employees to talk about work issues. Ask questions and focus on problems as perceived. It may be as simple as conflicts about desk position, air temperature control, public address volume, or choice of background music, if that is what you have. Here are some points to consider:
Acknowledge that a conflict exists. Find out what is happening and be open about the problem. Inquire of both employees together to avoid appearing to favor one or the other. Honest and clear communications is important.
Let them express their views. Feelings of anger and hurt usually accompany conflict situations. Let these emotions be expressed before any problem solving takes place. After the initial venting, let quiet discussion prevail.
Define the problem. What is the problem, and what are the negative aspects on work and relationships. Is differing personalities the issue. Sometimes age difference feeds the conflict. Are there deeper underlying causes of conflict.
Determine underlying needs. The goal is not to find who is right or wrong, but to reach a solution everybody can live with. Compromise is the rule, but sometimes you need to go beyond that. Define the needs first, not the solutions. Find out why each party is asking for their fix to the problem.
Find common areas of agreement. Agree on the definition of the problem, and what the solution is, and understand the worst fears of the two parties. Some small changes can be helpful at the outset to give experience of some success.
Identify needs and find solutions to address those needs. Generate multiple alternatives, and determine which actions will be taken. Make sure both sides buy into actions. Silence indicates reserve, meaning no agreement. Seek to obtain real agreement from both sides. A veiled warning about continuing conflict may dampen the fire before it leads to serious actions.
Determine follow up you will take to monitor actions. Schedule a follow up meeting in two weeks to determine how everybody is doing.
What if conflict remains unresolved. Unresolved conflicts can be a disruption in operations, and other avenues may need to be explored. An outside facilitator may be able to shed light on possible solutions. When conflict becomes a performance issue, it may lead to coaching sessions, performance appraisals, or disciplinary action.
Anger Dealing with anger, especially when it is directed to you, can be a challenge. Effective listening can help defuse anger, but when it is directed to you, it is difficult to respond definitively. Ask for staff backup to help regulate the situation. A person who is angry needs time to vent the steam that may have been building for some time. Show that you are paying attention. The person needs to know that someone is really listening to her point of view. In addition, the person needs to feel that you empathize with her and acknowledge that you understand the situation. Be attentive and patient, and the party will become less angry as she expresses herself. Be sincere as you honestly validate the situation causing anger. Finally be calm as you hear sometimes inflammatory comments in the heat of the moment.
Conflict resolution resources The Conflict Resolution Center Into lest in Pittsburgh, PA is a non profit organization promoting non violent approaches to conflict resolution. They maintain an excellent library on line, and they offer various publications for those interested in these issues. Managing Conflict is the web page of Douglas Noll, attorney and peacemaker. His thesis is that peacemaking is the best route to follow. The Maxwell School of Citizenship and Public Affairs at Syracuse University deals with academic research into conflict management. Finally Case Breakers specializes in internet based criminal records and background checks.
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