Managing Conflict in Today’s Workplaces
Workplace conflict is unavoidable, whether the basis of the conflict is workplace related or rooted in external issues. The discourse around recent current events and the election has put many people on edge and leaders are concerned about the effect on the workplace.
Incivility and conflict can impact morale and increase turnover, especially if left unchecked. They impact productivity, the bottom line, and can have a ripple effect.
What can organizations do to mitigate the negative effects?
Communication. Most organizations have policies on disruptive workplace behavior, so consider a communication blitz on the topic of workplace conflict and civility. Hold employee meetings to discuss workplace conflict and its consequences. Let employees know that each person has a responsibility to keep negative conflict out of your organization. Articulate standards of behavior stressing that employees have to be civil to and treat each other with respect. That includes other people’s ideas.
Silence validates disruptive behaviors so advise employees what to do if they encounter incivility or conflict—whether directly or through observation.
Managers’ role. Train managers to spot and address conflict. Remind them that they don’t own their employees’ conflicts, but they need to know when and how to intervene. Define the problem and its impact on the workplace for their employees, while giving them the space to solve it on their own. As neutral observers, managers can assist by guiding employees through mediated discussions.
Training. Whether you’re in times of conflict or not, it’s always a good idea to strengthen managers’ skills. This includes communication skills, coaching and mentoring skills, team building skills and change management skills, since change is often at the root of conflict.
Don’t limit training to managers. Provide employees with the skills to manage their own workplace conflicts.
Resources. One of the best tools available to organizations for both their employees and their managers, is an EAP. It can help them identify and resolve concerns—job related, personal, or otherwise—concerns they bring into the workplace. Many EAPs provide the types of training we’ve just discussed. Be sure that your managers and employees know how to use this vital resource effectively.
Dispel the Myths. It’s easy to think that conflict is always something negative. Yet, conflict is often creativity trying to happen, especially if it is rooted in workplace issues. It’s people’s behavior, and not the people themselves, that can be an underlying cause of conflict. Avoid finger pointing. The root cause of a conflict is not always obvious. It often requires some digging. Finally, don’t think of conflict as a sum-zero game with winners and losers. It can and should be a win-win for everyone.
Embrace Kindness. During this holiday season, reinforce the sentiment of maintaining goodwill toward one another. Studies show that kindness at work can boost well-being and reduce stress.
Bottom Line. Most employees want to work for organizations where they feel productive and are making a contribution. Gentle reminders on company culture and values can go a long way. In these times, leaders and employees can’t afford to be silent on this issue—it’s too important to be overlooked.
Readers can learn more from out book, The Essential Workplace Conflict Handbook, available from Amazon.