Conflict on the job is inevitable. Diverse personal backgrounds and belief systems come into play at every point of decision-making. Because the workplace is where people are vying for ytheir livelihoods, the tension is often as high as the stakes. Handled ineffectively, conflict can lead to the disintegration of team spirit and productivity. However, with the right management, it can also be used as an effective tool for achieving goals.
Misconceptions
Over time, the term "conflict" has acquired a negative connotation. The first step to effectively dealing with conflict in the workplace is to redefine it not as a negative "error" on the part of the employees, but as a constructive tool that can be used to positively achieve the team's goals. Conflict is natural. Embracing it and not penalizing it can turn it into a positive and productive tool.
Clarification
Stephen Robbins, author of "Organizational Behavior," defines conflict as, "A process that begins when one party perceives that another party has negatively affected or is about to negatively affect something the first party cares about." Identify immediately the source of the tension and what the specific points of disagreement are. Conflicts often devolve into petty finger-pointing when the root issue is unidentified.
Goals
Ultimately, conflict derives from each individual's motivation to protect his personal values. Find the common ground that all parties are committed to achieving, and be specific with identifying the common goal. From there, work backwards to develop a resolution that achieves it. Stay goal-oriented, and be careful not to get mired down with arguments over who is "right" or "wrong."
Communication
Use neutral language when handling points of contention. In "Six Tips To Managing Workplace Conflict" on CNN.com, Rachel Zupek recommends avoiding judgmental remarks or sweeping generalizations. With most discussions, each party oftentimes just wants to be heard. It is critical to listen and respond calmly and respectfully. Restate the opposing view, so that the other party knows that her point has been made.
Prevention
Be proactive about setting in place communication structures for employees and conflict resolution training so that disagreements are handled efficiently and effectively from the start. Small disagreements can escalate into major tension when employees withdraw and avoid initial resolution. By training your team, you are providing them with a clear and safe course of action. For more information, see the Resources section of this article for specific tips on understanding and handling workplace conflict.
References
- "CNN": Six Tips To Managing Workplace Conflict
- "Organizational Behavior"; Stephen P. Robbins, 2005
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