Workplace conflict can
occur in a variety of ways: between two employees, among entire teams or
between supervisors and the team members they manage. As difficult as the issue
might seem in the moment, resolving team conflict is possible. There are six
strategies to resolve conflict at work :
1.
Embrace conflict.
When conflict arises,
don’t avoid it or pretend nothing has happened. As time goes on, tension will
build and the conflict only will get worse. Deal with these uncomfortable
issues as soon as possible, before problems and bad feelings become embedded in
everyday work. If you notice a conflict between employees, encourage them to
find a way to work it out. If conflict develops between two teams, it's a good
time to improve interdepartmental communication. If you have a conflict with
one of your employee, address it head on and in private.
2.
Talk together.
Set up a time and place
so you can talk for an extended span without outside interruptions. When you do
meet, each person should have adequate time to say what he or she believes the
other party needs to hear. Don't let any individual monopolize the conversation
or control the topic. Each person should talk about the disagreements and how
he or she feels about the situation. Remember, this is not the time to attack
or assign blame. Focus on the problem, not your opinion of the other person’s
character.
3.
Listen carefully.
It's essential to give your complete attention to
the person who is talking. Do not interrupt the other person. Make sure you're
getting the message he or she intends to send. Rephrase and repeat back what
you've heard to confirm understanding. Ask clarifying questions if needed. You
can request that the other person repeat a central idea or reword his or her
frustrations in a way that makes sense to you. Listening always should be about
gaining understanding. Don’t let yourself become reactionary to the other
person's words.
4.
Find agreement.
Your conversation
primarily will focus on the disagreements, but resolution is possible only when
you find points of agreement. You should emerge from the experience with some
positives instead of all negatives. Shed light on commonalities. Share examples
or instances in which you agree with the other person or can see another point
of view. For example, if you disagree on new sales tactics, you might share
what you liked about the other person’s idea or the motivation to work harder
for the team. Looking for agreement demonstrates your willingness to seek out
common ground and build a relationship around those trust elements.
5.
Provide guidance.
If you're in a
leadership position, there are times you may need to mediate work conflict.
Don’t take sides, ever. Realize you are there simply to help your employees
work out their problems. You might need to guide the conversation. And if hurt
feelings run high, it's likely you'll need to redirect the topic so your
employees return to the real problem. If you're in a position to give advice on
next steps, highlight the positive aspects of the process and suggest related
topics or actions they can work through after the meeting.
6.
Be quick to forgive.
Every conflict needs a clear resolution that
acknowledges hurt feelings and finds a solution that begins to mend them.
Apologize, tell the other person you're truly sorry for any ill words or
actions and mean it. You'll also need to forgive the other person. Agreeing
solely for the sake of appearances can lead to grudges that deepen over time,
undoing any progress you've made together.
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