Curious About Conflict?
Since we’ve written two books about conflict, The Essential Workplace Conflict Handbook and The Conflict Resolution Phrase Book, we’ve done a number of interviews on the subject. To end Workplace Conflict Awareness Month, we’re going to share some of our favorite questions with some updated answers.
Question: What are some tips you have for managers and business owners on handling conflict within their businesses whether it’s with their employees or other business associates?
Answer: Conflict is often creativity trying to happen, but keep in mind that creativity is a process. Creativity can bring fresh ideas into the organization. So, don’t always be quick to avoid conflict, unless it becomes destructive.
Value and manage the relationships in your workforce. Everyone makes contributions and brings different ideas. Welcome new and different perspectives. Well-managed conflict can be very positive in moving relationships and the organization along.
Finally, identify the problem at the root of the conflict so you’re certain you’re addressing the right issue. Ask good questions and give good information. Don’t get hung up on extraneous and irrelevant facts that have nothing to do with the issue. Resolving a conflict is really solving a problem.
Question: You mentioned well-managed conflicts. What are some ways you can assure a conflict is a well-managed one?
Answer: Listening is key to maintaining good relationships and getting good information. In a well-managed conflict, people share varying ideas, and the others should be listening without judgment, and not thinking how they are going to respond to the speaker. If you stop and acknowledge “I’m going to hear what he or she is say without getting defensive or argumentative,” you can have some pretty amazing results.
Take the time to really listen to each other. In doing so, it may occur to you that you never thought about what the other person is saying, and that may spark a good discussion.
If you’re asked a question, pay attention and answer the question that’s asked. Giving information that’s not relevant is frustrating and can derail an otherwise effective conversation.
Question: Organizational change is constant in today’s business environment. How can managers help employees deal with change to minimize conflict?
Answer: “Spring is a lovely reminder of how beautiful change can truly be.” And in 2021, spring has never looked brighter after a year-long pandemic that we’re emerging from.
Change can be uncomfortable for everyone, but it can also bring new energy into the organization. The challenge is getting through it. We’ve experienced lots of changes in 2020, and organizations are preparing for new ones as people head back to work.
Managers must recognize that people respond to change in different ways. Don’t forget that every individual employee has different needs during these times. Listen carefully when change is announced in your organization so you are comfortable explaining the change to your employees.
Be honest with employees and explain what is driving the change. Communicate realistic expectations. For example, if your organization is moving to new working arrangements, employees will want to know where they fit in a changing organization. Be flexible and ready to adjust expectations as things progress.
To learn more about our books on conflict management, visit our website at https://www.bigbookofhr.com/the-conflict-books