PrimeFocus™ Mini-Assessment: Complete the Self-Assessment
Change-Readiness Indicator: Complete the Assessment
Author: Russell Evans
Date: 05/06/2023
Sadly, the media is responsible for most people’s concept of conflict; fighting, pain and destruction. In reality, conflict is a wide spectrum with those things at one end and simple misalignments at the other. After all, when two pieces of software won’t work together, it’s called… a conflict. Conflict is not all bad. Effective modern matrix organizations deliberately create tensions (Galbraith, 2008) in which, if the conflict component is handled well, can be a catalyst for significant creativity and innovation.
As a consequence, one of the most difficult yet critical things that managers will have to deal with is conflict in the workplace. Work related conflict is caused by a variety of factors including:
If not handled appropriately, an internal conflict can evolve into a major problem. Even worse when it arises between an employee and a customer the effects can be devastating.
Conflict often begins between two parties who have opposing views on a particular situation or circumstance. Sometimes secondary parties get drawn into the conflict and although they have an indirect stake in the outcome, their impact can be profound, often heightening the tension. There may also be third parties that become involved: bystanders who try to become involved and act as intermediaries or facilitators as the conflict becomes more drawn out and polarised.
Clearly, the sooner the conflict is resolved the less damage it will cause. Allowing open wounds to fester only increases the likelihood of long-term disease in the workplace. In the worst-case scenario, conflict will need to be contained. This may lead to a manager taking disciplinary action, calling on witnesses, acting as a referee, and ultimately making a judgement call and becoming a peacekeeper; time-consuming stuff that removes the manager from focusing on strategic issues.
If employees feel able to talk, raise concerns, and know that their views will be heard fairly, they will cooperate more easily and foster a healthy work environment. This is known as a Psychologically Safe Environment (Edmondson, 2018). Coaching employees in conflict resolution techniques is central to its creation.
When analysing conflict resolution strategy, we see that there are four approaches intermediaries can take during conflict resolution:
In an ideal world, all workplaces would be free from conflict. But conflict is a natural event between human beings who have different backgrounds, education, values, and goals. In workplaces where employees have been coached in conflict resolution skills, a number of distinct benefits emerge.
Both managers and employees have a deep vested interest in addressing conflict quickly and efficiently. When coaching these skills, the first point of reference must be to identify the individual’s natural behavior when conflict arises. The two dimensions of behavior can be described as being either assertive or cooperative. In our next article, I’ll explore how these two dimensions manifest themselves in response to conflict situations.
Contact Primeast today to discuss the benefits your business will receive when it helps its employees to handle conflict.
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