Five Steps for Handling Work Place Conflict
 Almost
anyone you talk to in the workplace has encountered one form of
conflict or another. Conflict in the workplace is not uncommon, and in
fact, in some instances it is even worthwhile.
That's right. It can be worthwhile particularly if you can shift the conflict to make it work to your advantage.
You're
at work. You've been assigned an exciting, highly visible project. You
can't wait to get started. You arrive at your first team meeting ready
to rock and roll. You take one look around and you immediately hone in
on several scowling faces. Almost immediately, you are confronted and a
conflict ensues. Your excitement quickly diminishes as you realize you
have your work cut out for you.
Sound familiar? Maybe not
exactly this scenario but I guarantee almost anyone you talk to in the
workplace has encountered one form of conflict or another. You may
experience this conflict one-on-one or in a team setting. Not to worry.
Conflict in the workplace is not uncommon, and in fact, in some
instances it is even worthwhile. That's right. It can be worthwhile
particularly if you can shift the conflict to make it work to your
advantage.
Why does conflict occur? Typically, conflicts arise
when expectations are not met in some form, when one party perceives a
threat to themselves in some way, or through simple miscommunication.
So, what can you do to manage conflict when it arises? Follow these simple steps.
- Determine
the cause. You can't solve the problem until you are sure that everyone
has a mutual definition of the problem and that everyone is talking
about the same problem. Gather as much data as you can. Ask for
information and be sure to involve the impacted individual(s) in
discussions. Ask "what else" questions to raise all of the issues and
show a willingness to listen. Do not become defensive or personalize
issues.
- Collaborate on solutions. Use a "yes... and" response
to focus and build on potential solutions. Avoid using a "yes... but"
response, which tends to shift focus back onto the problem and away
from solutions. Whenever possible, always engage key stakeholders in
developing solutions. This will help facilitate buy-in when final
decisions are made.
- Provide alternative options. Whenever
possible, provide choices. People tend to feel empowered when they are
involved in the decision making process. This will also help you in
soliciting ongoing support and champions once the final decisions are
made.
- Communicate key decisions. Develop a communication plan
that communicates the decision as many times and as many ways that you
feel are appropriate. This might include meeting one-on-one with those
involved, announcement at a team meeting, and an email announcement or
written memo to follow-up. Be sure to involve your boss (and senior
management or human resources when appropriate) to reinforce and
support the final decision.
- Implement solutions. Once a
decision has been made, it is important that you be assertive in the
implementation of that decision. When challenged (and do expect to be
challenged) be calm, re-focus on the process used to identify issues
and develop solutions, and be confident in the knowledge that you have
done the best you can to resolve the situation. Don't get angry or
over-apologize, as this will only serve to weaken your position.
Handling
workplace conflict is never easy but it is necessary if you want to be
perceived as a strong leader capable of getting things done. Avoid
conflict and you put yourself on a path of manipulation and distrust.
Handle conflict straight on and you will earn the respect of your
peers, your staff, and your boss.
Even more importantly, you will feel more confident and capable , no matter what situation you find yourself in.
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