Handling Counter-Productive Conflict
07/10/07
Conflict in the workplace is inevitable, but it doesn’t have to be destructive. When managers know how to properly approach conflicts between employees – and other managers – they can resolve the situation in ways that benefit the company. Here are some helpful tips to share with your supervisors:
1. Clarify what the other person wants.
Start by asking questions, and then follow the answer you receive with a summary. This technique helps you establish a rapport and shows empathy for the other person’s point of view. Clarifying positions isn’t just the first step – it’s the most vital step as well, since many conflicts stem from miscommunication.
2. Seek common ground.
Try to find some point, no matter how trivial, that both parties can agree on. This may be something as simple as agreeing that you want to work together. It’s a beginning, and the parties can move on from there.
Adopt a “we” mindset.
“We” is collaborative and gets both parties involved in the resolution.
4. Ignore annoying habits and mannerisms.
Some people’s personalities, voice tone, or facial expressions are inherently aggravating, but what’s important is what they’re saying, not how they act, sound, or look in the process.
5. Mention quid pro quo.
Point out the mutual benefits of reaching agreement, which may include return favors.
6. Offer to compromise.
If you’re working with a reasonable person, your willingness to bend a bit may move you closer to agreement. Be careful, though. An aggressive coworker may interpret your offer as a sign of weakness.
7. Take it higher.
If you’re dealing with someone who refuses to communicate or cooperate, suggest taking the matter to your mutual supervisor.
Fast Answers for People Managers™: Dealing with Conflict is a quick-reference guide that helps managers understand and implement effective conflict resolution techniques. It’s a quick, engaging read that combines training with recommended do’s and don’ts for common scenarios every supervisor encounters.