Successfully Managing Conflict

Conflict is normal in any organization, but serious conflicts left unresolved can diminish business effectiveness, undermine working relationships, and erode employee morale. It is a natural tendency to avoid conflict, and best when employees work out their issues with co-workers on their own. But effective leaders know that they sometimes need to engage, whether they want to or not!  

It is critical to understand the nature of the conflict, including what lies below the surface and is left unsaid. Listening skills are invaluable as is knowledge of alternative approaches to manage conflicts. This requires collaborative problem-solving, adapting your style to find the best way to address challenging work dynamics, and skills to manage personal stress.

Steps in successful conflict management include: (1) pause to better understand and not overreact; (2) avoid being either too aggressive or too submissive; (3) ask questions to understand and listen carefully to what you hear; (4) accept responsibility for your own role, if appropriate; and (5) ask for help. "What do you think we need to do to solve this problem?" is a useful question.     

Craig Weber, author of  Conversational Capacity: The Secret to Building Successful Teams that Perform When the Pressure is On suggests finding the sweet spot where candor and curiosity are in balance. It is important to develop skills to clearly state a position, explain why, and seek to understand others. Conflict avoidance is natural, but counterproductive, as is the “need to win.” 

In sum, managing workplace conflicts requires an array of skills and can be very time consuming, but is a necessary alternative to letting issues fester when employees are unable to resolve problems on their own. Think of conflict management as an investment that can pay off in improved productivity and employee morale.                      

We each have an extraordinary opportunity to make a difference in people’s lives, including our own. Don’t underestimate your impact!