Conflict is a part of life. As a manager you may find yourself dealing with more than your fair share of it. How you handle conflict will seriously affect your ability to interact with others in a productive way.
Whether the conflict is between you and another individual or as a manager you are working with others to help them resolve conflicts, there are some strategies that can help you navigate the situation more successfully.
Take steps to remain calm. Conflicts, whether they are large or small, can and will stir up emotions. Just recognizing that can help you be prepared. Taking some deep breaths can help you keep your composure. Select a safe space for discussions related to the conflict. This is a very good way to reduce tension before the discussion even begins.
Address the conflict as soon as you realize it exists. Many situations can be resolved quickly and effectively if you nip them in the bud. However, when ignored the frustration and anger the individuals feel can grow to be bigger than the problem itself ever was.
Listen carefully to each party as they express their complaints and feelings. It is important that individuals feel that they are being heard. This also gives you a clearer picture of the situation as it is. Remember to be as open-minded and objective as possible. Resist the urge to jump to conclusions based solely on previous experiences.
Try to determine if there is an underlying problem that is causing the current situation. Solving a surface problem may feel good in the moment but new issues will likely continue to pop up until the real issue is resolved.
It’s important to remember that not everyone will like everyone else and that’s ok. People are different. The goal isn’t to create friendships but to address the current issue and get those involved to treat each other respectfully.
People, in general, don’t enjoy conflict but facing and working through it can dramatically improve working relationships for you and all of those involved.
by: Jo Anne Mills, CCE, Deseret Book