Conflict is a normal part of doing business. People connected to an organization have different goals, values, standards, etc. However, these differences a part of what makes an organization vital by stimulating creativity, promoting innovation, and change. Organizations without conflict are stagnant.

Conflict should not be considered “good” or “bad”. Instead, it should be evaluated from a perspective which takes into consideration the individual and the organization. Resolutions reflecting the mutual interests of the parties involved, are more likely to result in fewer formal grievances, improved morale and more effective use of human resources.

Ideally, conflict resolution occurs while problems are still manageable. Early recognition of conflict is critical. What can be dealt with effectively today may be more difficult to resolve next week.

Conflicts are inevitable; however anger, grudges, hurt and blame do not have to be. Unmanaged conflicts and disagreements harm important work and workplace relationships. Effectively managed conflict promotes cooperation and builds stronger relationships. Most conflicts can be resolved fairly and in a manner beneficial to all concerned.

An effective conflict resolution process unifies by addressing concerns and issues rather than suppressing them. It gets people talking to each other (instead of about each other), and enables people to be part of a team that cares. The process encourages compromise and collaboration as people learn to work together, develop creative solutions and reach mutually beneficial outcomes.

Don’t fight—solve the problem. Conflicts don’t have to be adversarial. Focus on outcomes and not anger. Work relationships will improve, and the overall sense of well-being will strengthen as successful solutions to problems are developed and implemented. The following is a comparison of the benefits of managed conflict and the damage resulting from out-of-control conflict:

• Managed Conflict

• Strengthens relationships and builds teamwork.
• Encourages open communication and cooperative problem-solving.
• Resolves disagreements quickly and increases productivity.
• Deals with real issues and concentrates on win-win resolution.
• Makes allies and diffuses anger.
• Airs all sides of an issue in a positive, supportive environment.
• Calms and focuses toward results.

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First let’s clarify definitions. We call it “conflict management” because we expect hostile, aggressive behaviour from all parties involved in a discussion or issue, and some kind of moderation is required for things to work out. It doesn’t have to be like that.

Using the Conflict Management Model, you can see how behaviour can be expressed in terms of co-operation and assertiveness, and how that approach works (or not!).

Avoidance – Non assertive, non co-operative

Avoidance is useful, if there is no pressing need to resolve differences now or in the future. Individuals are indifferent to each other’s needs, and issues are evaded or ignored completely. Generally, this is not a useful long term conflict management strategy as the workplace is never small enough to avoid someone completely!

Accommodation – Non assertive, co-operative

Accommodation is allowing the other person’s needs to be met, usually at the expense of your own. This is a useful conflict management strategy if you don’t care about the issue, or if you have little power in the relationship or situation. Also, letting the other person have their way once in a while may preserve or even build a relationship. However, being too accommodating too often can weaken your position to the point where your voice is never heard.

Compromise – Some assertiveness, some cooperation

Compromise is on the path toward collaboration, somewhere between competition and accommodation. It’s about giving up some ground in order to gain other ground elsewhere. You win some, you lose some! This is a useful conflict management strategy if time is tight, or if it’s not worth exploring things more fully. Also, compromise is useful when one party can’t force their solution on the other.

Competition – Assertive, non co-operative

Competition is the flip-side of accommodation – it’s about making sure your own needs are met, no matter the cost. This win-lose approach is useful if there is an important deadline to meet, or if the relationship with the other party is not important. However, steam-rolling your way around the workplace may get things done, but there will be an army of people who won’t catch you if you fall.

Collaboration – Assertive, co-operative

Collaboration is a road not often travelled as it can be long, and requires some skill and effort. Collaboration is about assuming positive intent and seeing things from all sides, in detail. It’s about acknowledging and accepting differences, and exploring alternative solutions that meet everyone’s needs and concerns. It is a useful conflict management strategy when the issues are important to everyone, and all sides need to be committed to the solution.

Choose the Right Conflict Management Strategy

To make use of the conflict management model, you need to ask some tough questions. Are you assertive or do you let people walk all over you? Do you co-operate or is it win at all cost? Think about a workplace conflict, and assess how co-operative and assertive you are, and how assertive and co-operative the other party is. Maybe changing your approach may change their reaction, and resolve the conflict both now and in the future.

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1. Provide tools

Make sure your employees have everything they need to do their jobs. Ask each staff member, “Do you have everything you need to be as productive and successful as you can be?” Be willing to act on worthwhile responses. Be willing to reconsider any policies they consider counterproductive.

2. Set expectations

Clearly communicate what’s expected of employees, what the company’s values are, and how the company defines success. Employees need to understand their roles, where they fit in the big picture, and how they can make the company more successful.

3. Share information

Provide as much information as possible about the company. Explain where it’s making money, where it’s losing money, how its products are doing in the marketplace, what new initiatives are being considered and why, and how employees can contribute. Even when the news is not encouraging, people will appreciate your openness.

4. Get personal

Take the time to get to know your employees, especially their goals. Without prying, show a genuine interest in your team.

5. Commit to training

Most people like to learn, to grow, and to improve their marketability, and the more education and training you provide, the happier and more engaged they will feel. Cross-train employees in a variety of jobs when possible. This not only improves productivity, it builds cooperation and appreciation when team members understand the challenges of other positions. Also, be sure employees are trained in problem solving and conflict resolution skills. These critical skills will help them communicate better with you, their coworkers, customers and suppliers.

6. Be inclusive

Include your employees in planning and decision making. Facts “on the ground” may differ from perceptions at 30,000 feet. They may see issues differently and offer ideas for working smarter. If you need to create a more efficient delivery system, ask your delivery staff how they would improve the current system. Use their ideas, and give them credit to them.

7. Reward and recognize

Personally thank an employee for a job well-done. Specify what was good about it and why you appreciate it. For example, say: “Thank you for organizing that project so well. You made it very clear what should happen, when and why.” Remember to celebrate effort as well as accomplishment, to give employees working on long-term goals a boost.

Quick and Easy Ways to Recognize Employees

Take care of your employees, and they will take care of your customers. Here are a few inexpensive ways to make staff feel valued.

8. Free time
• Let everyone leave early to miss rush-hour traffic.
• Give an afternoon off to employees who have exceeded expectations for a particular customer.

9. Free food
• Sponsor a free lunch or breakfast for hardworking teams.
• Subsidize the price of food in vending machines.

10. More ways to say thanks
• Creating an events committee to plan fun outings, such as trips to a sporting event, a picnic, a holiday party.
• Say thank you with a hand-written note.

Following these strategies will help employees feel valued and enthusiastic about their jobs. Not only is this more fun, it’s good for business, improves retention, and reduces burn out.

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