When Opinions And
Employees "Collide"
by Allyn Cutts, President
Cutts Group, llc
Conflict doesn't necessarily always exert negative impact. In fact, if
managed properly, conflict can become a powerful force for change. Many
creative solutions occur when disagreeing parties jointly seek pathways
to mutual satisfaction.
Left to spiral out of control, however, conflict can derail projects
and fragment teams, wasting time, energy and resources. Unresolved conflicts
are often the root cause of bad decisions, employee attrition, theft and
absenteeism.
According to mediation experts, unresolved conflicts are responsible
for 65 percent of all work performance problems. Added to that, managers
spend a third of their time intervening and solving conflicts.
Sources of Conflict
What's responsible for this pervasive time and money waster?
Psychologists define conflict as any situation where incompatible activities,
feelings or intentions occur together. It can involve actual physical
confrontation, or may be expressed through words and attitude exclusively.
It can even remain unexpressed through avoidance or denial.
Conflict typically arises from a breakdown in communication, especially
communication about expectations and goals. Any time you have people,
tasks, deadlines and systems that might falter, you have the potential
for conflict.
Depending on an individual's personality style, a simple misunderstanding
can smolder beneath the surface for months or ignite into a major inferno
immediately. The way a person responds to problems and conflict is tied
directly to their overall behavioral style.
For some people, the wrong tone of voice, an accusing look or a sarcastic
remark-even one made in jest-- can light the fuse for a blow-up. Hostility,
hurt feelings, and turf battles--all result from differences in opinion
ineptly expressed by people with different behavioral styles.
By understanding behavioral styles and staying alert to early warning
signals, you can put out the fire before it burns a hole in productivity
and the bottom line. Pressure points to watch include team members who
lack essential skills or training, aggressive or overly authoritative
managers and poorly designed procedures for workflow.
Management styles and too many layers of bureaucracy can also contribute
to conflict. Each of these pressure points signals a need for assessment
and correction. In the meantime, keep your eyes open for conflicts in
the making.
Take Action Fast
It's a proven fact: the most effective way to deal with conflict is to
address it directly, and quickly. Addressing the conflict early helps
contain it while it is minor and easier to diffuse.
The most powerful technique for dealing with conflict is empathy, one
of the essential "soft skills" mentioned in our article, "Show
Me Performance." Empathy is the ability to truly understand the other
person.
It's the willingness to experience the problem and the consequences of
the problem from the other persons point of view. Empathy is based on
sincere interest in, and respect for, the other person.
Empathy opens the door for improved communication, an important first
step for solving problems collaboratively. Other key aspects of conflict
resolution are good listening skills, flexibility and a willingness to
change. Again, essential "soft skills."
Guidelines for Mediating
When conflicts arise in your organization, you can cool things off quickly
with these guidelines:
- State the problem in specific terms. Deal with facts, not opinions.
Don't let your feelings distract you from the real issues. Stay detached
and objective.
- Explain the impact of the problem, both in business and in human terms.
Many conflicts occur because people care passionately about their job
and their role in the organization. Show clearly how the conflict is
affecting both.
- Listen to the other person's point of view without prejudging, or
interrupting. Paraphrase what the other person is saying so that they
will know you understand and care about their position.
- Seek common ground. Ask the other person to recommend solutions or
a course of action they would find acceptable.
- Express respect for the other person's position.
The Need For Training and Good Procedures
Confronting difficult situations, tactfully and effectively handling
emotions-- as well as diverse personality types-- requires knowledge and
well developed skills. So much so, that one expert says strategic conflict
training will be one of the biggest challenges organizations face in the
next few decades.
Quality training for conflict resolution will help you get the best results
whenever you are mediating or attempting to cool a potentially hot situation.The
right coaching and training in the skill sets needed for effective mediation,
negotiation and resolution will help your managers, team leaders and key
staff, handle problems effectively.
More importantly, coaching and training will help you and your staff
recognize the potential for a conflict before the conflict has a chance
to ignite.
Once conflict training is implemented, it's advisable to backup your
training with refresher courses, interim workshops and practice, practice,
practice.
Four Ways People Respond To Conflict:
- Avoidance
- Accommodation
- Confrontation
- Collaboration
These methods of response correspond to the four basic behavioral styles
defined by behavioral experts.
Performance PLUS Team, a comprehensive approach to people, performance
and management created by the Cutts Group to provide critical tools for
understanding differences in behavioral style, an important first step
in solving and preventing conflict.
To learn more about conflict resolution, training and Performance PLUS
Team, contact the Cutts Group at (800) 482-7280, or (610) 437-4106 outside
the U.S. and Canada or visit us on the web at http://www.cuttsgroup.com.
The Cutts Group partners with clients who are committed to continuous
growth. We provide the organizational development, team building, employee
selection, executive coaching, and sales training resources our clients
demand for measurable results and return on investment. Satisfaction and
investment are always guaranteed, always.
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