Conflict situations are an inevitable part of work. Conflict occurs when people have different interests, values or even goals and as a result, they interfere with one another because of their differences. Conflict management involves recognizing and dealing with conflicts in a balanced, rational and efficient way (Schlaerth et al., 2013). In a business environment, it involves effective communication as well as abilities to solve problems and restore sanity amongst different people. In a workplace, conflict may involve different departments, team members, projects, boss and subordinate staff, organization and client, personal needs and the organization needs and much more. While some people believe that conflict is a bad thing, when properly managed, it provides great opportunities for improvement (Kim, 2017). It is, therefore, important that people understand various ways of managing conflict so that it does not escalate into toxic relationships which can ruin an organization.
When properly managed, conflict can increase understanding amongst different people since going through the conflict resolution expands one's awareness and helps them gain insight on how they can achieve their goals. Conflict management can also enhance cohesion amongst group members and as a result, make people be better team players. There are several ways of managing conflict.
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Identify the Opportunity
One needs view conflict as an opportunity. By developing a positive outlook on conflict, one discovers that conflict provides an opportunity for growth, learning and understanding on the other party. One who avoids conflict denies himself or herself a chance to learn and become a better person and to uncover innovative opportunities.
Build a Culture which Encourages Better Communication
Another way of managing conflict is by encouraging giving and receiving feedbacks amongst the team members as this would promote transparency, and the team members would have a clear understanding on why the members behave the way they do. Allowing for bitter truths to trickle creates the sense of understanding camaraderie and subsequently reduces future conflicts (Kim, 2017). Moreover, honest dialogues allow the team members to air their differences freely and make them feel that their views are valued. Communication also raises levels of engagement amongst the members. When conflicts arise, the team members will want to receive legitimate concerns about the whole situation with an open mind.
Avoid Jumping to Conclusions
To prevent confrontations from escalating into situations that can get out of hand, it is essential that one take quick action. However, one should also be careful not to jump to conclusions before fully understanding the whole situation. It is advisable that when one is caught up in a conflict situation, he or she should immediately assume an affirmative intent to activate a spirit which can neutralize the conflict (Powelson, 2015). Even when being proactive and handling the conflict, one should measure the words one is using to avoid escalating the situation to a worse level. It is also important to stay impartial and not to take sides until one understands the source of conflict and how it came about.
Engage productively using Storytelling
Before doing any confrontation, one should consider that he or she might be wrong and that the next person may be the right one on the whole thing. For that reason, one should present one's case through storytelling rather than just headlining with summaries and conclusions on the situation at hand. People experience different lives through stories which engage and entertain at the same time. It is important that one should present one's case and then create space for the other party to respond as he or she listens.
Avoid using Email when Dealing with Conflict
When dealing with conflict, it is important that approaches the conflict situation with a personal communication as opposed using mails. Conflict management requires awareness of undivided attention and facts about the whole situation. When dealing with conflict, one needs to avoid the indirect channels of communication and instead embrace the more direct and personal means of communication. Personal communication allows for one to understand the message from the other party from the actions, gestures and other non-verbal communication which in most cases carry more messages than the spoken words (Prenzel et al., 2014).
Set out Facts
It is important that team members should come straight and set out facts about the whole situation. Different people have different underlying needs, goals and interests. The differences in perceptions may make people have friction amongst them. It is important that people get to deeply understand the problem before discussing on how to get a solution which is mutually acceptable. Even if the team members cannot reach an agreement, it is important that they get to understand different perceptions about the problem.
Explore options Together
Exploring options together allows for different parties to understand their positions better and find the most appropriate solution amongst the many options. At this point, win-win negotiation can be useful so that every party can feel satisfied with the solution. One may also need to change critical circumstances that may have caused the conflict (Powelson, 2015). By allowing every team member to generate solutions, one ensures that everyone feels valued and included and for that reason, they would likely be comfortable with the outcome. One should be open to suggestions including the ones that may make little sense.
Using Humor to Ease Confrontation
The use of humor brings a unique touch to an already tensed environment. Using humor is an important way of sending sensitive messages or lightly raising critical points. Most often people do not get bitter out of jokes regardless of the message being communicated. Using of humor, therefore, would help ease the tension while passing information and this may help in calming down the parties involved.
References
Kim, R. (2017). Nonnative Accents and Conflict Management: The Mediating Roles of Stereotype Threat, Regulatory Focus, and Conflict Behaviors on Conflict Outcomes.
Powelson, J. P. (2015). The Institutions of Economic Growth: A Theory of Conflict Management in Developing Countries . Princeton University Press.
Prenzel, P. V., & Vanclay, F. (2014). How social impact assessment can contribute to conflict management. Environmental Impact Assessment Review , 45 , 30-37.
Schlaerth, A., Ensari, N., & Christian, J. (2013). A meta-analytical review of the relationship between emotional intelligence and leaders’ constructive conflict management. Group Processes & Intergroup Relations , 16 (1), 126-136.
