How To Manage Workplace Conflict
Conflict has always been present in everyday situations for small Kiwi businesses. Successful business owners understand this and try to channel conflict into positive mindsets, such as “healthy competition” and mitigate the more negative aspects of conflict, such as violence and bullying.
Conflict management is about addressing and resolving disputes and disagreements constructively. This process can be particularly challenging when dealing with difficult conversations and difficult people. However, doing nothing can be the worst strategy, as poor behaviours become reinforced, and the problem tends to get bigger rather than go away.
Here are some key strategies and considerations for managing conflicts effectively:
1) Preparation
Be sure to gather all relevant information about the conflict. Know the facts and the perspectives of all parties involved. Don’t get sucked into hearing only one side of the story. All involved parties will have differing agendas. Understand the issues.
It is important to reflect on your own feelings and biases. Be aware of your triggers and how they might affect your reactions.
2) Setting the Stage
Choose the right time and place. Find a neutral and private setting where the meeting can occur without interruptions.Establish Ground Rules. Agree on guidelines for the meeting, such as listening without interrupting and showing respect for all viewpoints.
3) Communication Skills
Pay close attention to what the other person is saying. Show that you are actively listening through verbal and non-verbal cues, such as nodding or summarizing their points. Try to understand each person’s perspective and feelings. Acknowledge their emotions and validate their experiences. Communicate your points clearly and avoid unnecessary jargon or lengthy explanations.
4) Managing Emotions
Stay calm and keep your emotions in check. If you feel yourself getting upset, take deep breaths or suggest a short break.
Use a calm tone, open body language, and avoid confrontational language. Techniques like “I” statements (e.g., “I feel…” rather than “You always…”) can help. Try to de-escalate the level of conflict.
5) Problem-Solving Approach
Identify common goals between the parties. Focus on shared objectives and interests rather than positions. This can help find common ground.Work together to brainstorm solutions. Encourage open discussion of possible solutions. Be creative and open-minded about potential compromises.Assess the pros and cons of each solution and agree on the best course of action.
6) Follow-Up
Ensure all parties understand and agree on the conversation’s outcomes. Summarise key points and any action items.
Check-in periodically to ensure that the agreed-upon solutions are being implemented and that the conflict does not resurface.
7) Dealing with Difficult Personalities
As a manager of people, it is crucial to stay professional. Regardless of the other person’s behaviour, maintain your decorum. Avoid getting drawn into unproductive arguments or personal attacks.Be clear about what behaviours are unacceptable. Firmly but respectfully enforce these boundaries.
If the conflict cannot be resolved through direct conversation, consider involving a neutral third party, such as a mediator or supervisor.
By employing these strategies, business owners and managers can more easily and effectively handle difficult conversations with difficult people. This is not only more harmonious for the workplace but also leads to better outcomes and a more positive culture for everyone involved.
Please note: This article is not intended as a guide for managing employees’ poor performance.
For specific advice on any employment-related matters, please contact your nearest Advantage Business Advisor.