Conflict Management: How to Manage Workplace Conflict
Conflict will always be inevitable amongst people, it’s the nature of life. This blog or our trainings on conflicts is NOT how to eliminate conflict, as conflict can never be eliminated. It is on how to manage the conflict and what managers and companies can do to allow people to have a smoother working relationship and help with work motivation.
In this blog, we will look a bit more in depth on the following:
What is Conflict
Sources of Conflict
Value of Conflict
Conflict Management Styles
Solutions to Individual Conflict
What is Conflict?
As we mentioned, conflict in the workplace is always inevitable. This is as we are working with people and naturally different people will have varying ideas, opinions and mindset. Thus the more people involved, the more likely a conflict will occur.
Conflict exists when the following exists:
an interaction between two or more individuals, groups or organizations where at least one side sees their thinking, ideas, perceptions, feelings or will contradicting with that of the other side
One side or both side feels that they cannot get what they want because of the other side
Those involved must recognize differing points of views
The disagreement must be ongoing, rather than a one-off
The resolution cannot occur without mutual effort. If one side feels they have solved the issue but the other is unhappy, the conflict is still there.
When conflicts are resolved, this will normally mean a change will also occur, big or small. Therefore, conflicts are opportunities for adjustment and for constructive change.
One thing managers must realize is the conflict is NOT negative. It is a natural phenomenal and one where without conflict, the relationship will stagnate and eventually die. Companies, managers and employees often think all conflicts are bad and employees should just agree. However, having only ‘yes man’ would lead to echo chambers, where progress will be halted and degeneration may actually occur. These echo chambers should be avoided at all times.
Sources of Conflict
There are many reasons why workplace conflict may occur, from poor communication, to competition and differing ideas. We will look at 6 main sources of conflict.
Sources of Conflict
Personal Differences:
This is one of the most common and yet most difficult to solve for conflict management. Personal differences will include cultural awareness, influence and interpretation, as well as a person’s individual values and believes.
Managing personal differences will test many managers abilities to respect each other and be calm to the difficult situation.
Goal Incompatibility:
This type of conflict normally occurs between different departments, due to the main reason of different departments working on different tasks and having different objectives and goals. It can also be that different departments use different functions/tools, with results of incompatibility being one main source.
Interdependence:
Interdependence is how much one’s work depends on another. The higher the interdependency, the more likely conflict will exist. One notable example can be seen in university group work, where one member may be doing more than others, but halted on progress due to his/her team mates.
Resource Scarcity:
The more scarce the resources are in the organization, the more likely conflict will emerge. Organizations who implement cost-cutting strategies may see a higher percentage of conflict when implementation first occurs due to individuals getting use to make do with less.
Reward System:
Practices such as employee of the month or other awards can cause jealously, perception of subjectiveness and the lead to conflict. Individual rewards are likely to lead to further intra-group competition and conflict.
Team rewards can also cause intergroup conflict, with some teams wondering why they may have not been rewarded. It is important here to note though implementing competition or positive reward are not wrong, but may cause conflict depending on the type of employees the company have.
Uncertainty:
Uncertainty over information, the rationale for the work, processes, the correct facts and data are all causes for conflict. Uncertainty on the industry and the pace of the environment may also add to the potential of conflict. Due to the pace of technology, the potential for uncertainty becomes higher,
Value of Conflict
Many managers unintentionally make conflict worse by actively dealing with the conflict when it occurs. This is due to the perception that all conflict is bad. However, some level of conflict can be healthy for the work environment. Conflict can be either constructive or destructive, depending on how it is analyzed, perceived and solved.
Constructive and destructive nature of conflict
Conflict Management Styles
Generally speaking, there are 5 methods for managing conflict. Managers should be aware of what method to use in what situation and who with in order to successful negotiate the conflict.
Accommodation:
A lose/win situation, where one party is willing to forfeit their position. It is best used in the following situations:
The safeguarding of the relationship is more important than the issue
Wishing to encourage others to express opinions
The issue or problem is more important to the other party
Compromise:
A win/lose, win/lose situation. As the name suggest, some compromising occurs and the need of flexibility. It is best used in the following situations:
The need of common ground and maintenance of the relationship
Reaching temporary solutions
Achieving a settlement due to constraints (such as time)
Avoidance:
A lose/lose situation, where neither party takes action to address the issue. The issue is normally left unresolved. It is best used in the following situations:
For minor issues which naturally resolve itself
If parties need a cool down due to high emotions running through the conflict
If the outcome is more damaging to all parties than leaving it alone
When extra time is needed to analyze the situation
Competition:
A win/lose situation, where one party looks to win through power. It is best used in the following situations:
Where ALL other methods have been tried and failed
In emergency situations
Situations where unpopular changes need to be applied and discussion is not needed
Collaboration:
A win/win situation. Whilst this is the most effective, it is also the most difficult to manage. Trust, commitment and a bit of faith is required from all side. It is best used in the following situations:
When all parties are willing to investigate alternative solutions
Where parties from different backgrounds and experience are involved
Solutions to Individual Conflict
Whilst we have looked at some group conflict, one of the most common type of conflict is individual conflict. 9 steps can be followed for a solution for the conflict. It is recommended the 9 steps are followed each and every time:
Step 1: Preparation
Define the specific conflict and identify the desired outcome
Step 2: Meeting Set Up
Communicate for a meeting time. Find a quiet place for the meeting
Step 3: Focus on Behavior & Events
Use language such as “when this happens…”, instead of “when you do…”. Describe specific instances, rather than generalize
Step 4: Listen Attentively
Listen to what the other person is saying instead of waiting to react. Avoid interruptions and rephrase and clarify once the individual has finished
Step 5: Identify Agreements & Disagreements
Summarize the agreement & disagreement areas. Ask the other person if they agree with this assessment and modify until an agreement on the assessment has been made
Step 6: Set Priorities
Discuss the most important area(s) of conflict to each party and the resolution
Step 7: Plan Development
Develop a plan to resolve, starting with the most important. Have a focus on the future. Set up future meeting times to continue the discussions.
Step 8: Plan Follow Up
Focus on the discussion points until each area has been worked through, maintaining a collaborative attitude
Step 9: Build Up
Look for opportunities to point out progress. Recognize the other person’s insights and achievements. Congratulate each other when progress is made (even small ones)
How well do you think you presently handle conflict? Download and take our free self assessment test to see how well you presently handle conflict:
https://docs.google.com/spreadsheets/d/1-M3fIGx3On_fFbbW4hvcKzMaKjxjlrsR/edit?usp=sharing&ouid=102978476184455511014&rtpof=true&sd=true
If you have not scored well for handling conflict, or would like to see more on conflict management, or make your team aware of how to handle conflict, then this is the training for you! Click below to see our Conflict Management Introductory Training!
