Conflict is inevitable, and your business is not immune to its effects. Unsettled conflicts can have a strong impact on the efficiency of your employees and the company culture. Michael Lazan, Sr. VP of Organizational Services at Arbinger noted that conflict can result in real cash losses, low ROIs for labor, and impaired decision-making. While some conflict can typically be resolved without the influence of management, there are some issues that may spiral out of control. How can owners and managers address conflict before it results in lower productivity—or even the resignation of key talent?
Be a Model
Every company has its own unique culture, and that overall culture is created by leadership. Conflicts are more likely to arise when there are unclear values or a lack of vision in the workplace. Management needs to provide a strong message about what the company is about. For example, if the company highlights its volunteer efforts, then management should take time out to volunteer in the community. Modeling positive behavior encourages employees to do the same. This is also true when it comes to conflict resolution. Management should approach problems calmly and with an open mind.
Be Willing to Listen
Listening is one of the most important skills a manager can have. Good listening skills not only help you understand what the problem is, but also shed light on how the people involved feel. Listening demonstrates strong leadership skills and models the type of behavior that is acceptable at the company. When listening to problems, make sure that there are no distractions—no texts, emails, IMs, or phone calls should interrupt.
Ask Questions
Good listening skills are vital to developing targeted questions that will help you get to the heart of a conflict and help create a strong foundation for a lasting solution. By listening carefully, you will be able to understand what type of conflict you are dealing with. In the Small Business Chronicle, Melissa Gaines noted that conflicts usually fall into 3 categories: responsibility, leadership, and personality. Identifying which type of conflict you are approached with can help lead to a realistic solution. Asking questions also invites the participants’ input, allowing them to actively contribute. When all participants in a conflict work together on the solution, it is more likely to last.
Get Help
Sometimes, it might not be the best approach to become involved in an employee conflict, but that doesn’t mean that employees should be left to their own devices. Instead, seek out someone who can help—your project manager. Your project manager is a strong team player who knows how to ask the right questions and deliver projects that meet your clients’ needs. Since your project manager is an integral part of your team, they will already be familiar with the types of issues that can—or do—arise with employees. CIO writer Moira Alexander noted that project managers can bridge some of the communication gaps at companies. Project managers may also be able to help resolve workplace issues before they get out of hand.
Conflict will always be a part of the workplace, and management needs to be able to address the various issues that arise. All conflict does not necessarily have a negative outcome. In some cases, employees who experience conflict and then solve the problem together create a stronger work relationship that can enhance their creativity and productivity. Whatever the situation, a strong manager should be able to step in to prevent conflict escalation and guide employees towards lasting, practical solutions.