Any workplace is a melting pot of people from various backgrounds, skill sets, and working styles. Such diversity is good for new ideas and perspectives as it improves the quality and value of the product or service.
However, it also gives rise to conflicts. Disagreements arise between two or more people over solving a problem or tackling a situation. If the conflicts are not managed properly, it will affect the project, workplace environment, and the team’s mental health.
This article will discuss the different conflict management techniques that a leader can use to resolve conflicts.
Table of Contents
Why Do Conflicts Occur?
Fundamental causes from which a conflict can emerge can be broadly categorized into four areas. They are; Facts & Information, Goals & Individual Roles towards that goal, Methods & needs, and values and beliefs. So let us examine them in a bit more detail.
Facts & Information
People gather information from multiple sources and are generally adamant about their collected data from their preferred source. However, if the information comes from diverse sources or different versions of the same source, there is a possibility of a conflicting situation. Also, putting the information in the proper context is essential. If the information obtained or facts collected are not perceived or analyzed correctly, they might represent different pictures to different individuals. Agile concepts of information radiators, big visible charts, and tasks & storyboards prove excellent due to these very facts of the conflict.
Goals & Roles
The second cause of conflict can be different goals for different individuals. We all have different expectations from every situation. We have different aspirations. And if we do not share the team’s collective goal, our expectations & aspirations can create conflicting situations. We also have different ideas about our roles, responsibilities, and the work we need to put in as individuals towards achieving shared goals. These other ideas can also become a source of conflict.
Methods & Needs
Even if we have shared goals, we have our preferred way of working. Some people like to work until they complete a task, while others like to organize their works in chunks, with periodic breaks for refreshments. Some people like to think a lot before work, while others believe as their work proceeds. When people with different methods have to work together, these choices can become a source of conflict.
Values & Beliefs
Our values & beliefs are deep-rooted. They are a result of our upbringing & the kind of life we have led so far. These are reflected in cultural differences. What one individual believes to be a normal & acceptable practice, another may not feel the same way. And when such differences undermine others’ values, it can result in a conflicting situation.
In practice, these causes may be manifested in different ways. Depending upon the severity, it can take a different shape.
Levels of Conflicts
You can broadly summarize the extent of the conflict in 5 levels; Problem to Solve, Disagreement, Contest, Crusade, and World War.
Problem to Solve
At this level, the conflict situation is more centered on how to resolve a problem or issue. It is not driven by personalities but by the facts and individual preferences for methods. People will try to evaluate different options to find the best way possible. There are no factions, and discussions would be more constructive than those at any other level of conflict. The communication will be reasonably open and positive.
Disagreements
When issues start getting mixed with personalities, disagreements begin to emerge. People start forming strategies to make sure that their point of view prevails. The arguments are not very bitter, but they may have a sarcastic inclination. Everyone will guard the communication, and people will not be forthcoming about the best ways to move forward. Factions will start to emerge.
Contest
When explicit factions adopt rigid stands and people with different viewpoints start looking to win the argument and defeat the other point of view, the conflict becomes a contest. The distinction between problems and people does not exist anymore. Usually, people will combine many issues to create a more significant, more pervasive issue, and factions will take one side. People will be less ready to find common grounds and try to see that their opinions are the only ones accepted.
Crusade
When issues move from ideas, facts, and methods to values & principles when the arguments start becoming more ideological rather than tactical, the conflict assumes the shape of a crusade. The factions become more pronounced, and they seek to either remove the others following different ideologies or get themselves removed. As a result, it becomes challenging to get people agreeable on the differing points of view.
World War
When crusades intensify and the positions change to ensure that only one side wins at the expense of others, the conflict reaches the stage of a world war. You can’t salvage the situation then. It is the most dangerous level of conflict.
What is Conflict Resolution?
Conflict resolution is the process where two or more parties come to a peaceful solution to their dispute or conflict. Here, the parties may refer to individuals, teams, or even departments in the workplace.
Conflicts arise for different reasons like misunderstanding or misinterpretation of words and actions of an individual, disagreements over the functioning of an organization, disputes regarding solutions for a specific problem, dissatisfaction over project goals, and the difference of opinions and ideologies.
The conflict resolution process is not playing judge and jury. Instead, it involves recognizing causes and triggers, facilitating communication and discussions, controlling emotional responses, and negotiations.
The Conflict Management Techniques Â
The conflict management styles are specific strategies that can resolve a conflict. But bear in mind that each conflict is unique given the involved parties and the context. That is why choosing an appropriate technique from the following conflict resolution strategies is critical.
Accommodating
The accommodating style involves sacrificing their needs for the other person or party. As a result, the person cares more about the relationship with the other person and more minor about the outcome. Thus, this style is more suitable for minor disagreements that don’t significantly impact the overall project.
Even though this style might appear a little weak, the person is being generous to quickly resolve the issue and move on to the critical work.
Accommodating might seem like an easy way out of conflicts, but it is rarely sustainable as it can cause resentment and does nothing to address the root cause of the issues that led to the conflict.
Avoiding
Avoiding style is where one completely evades the conflict. Here the leader can ignore it, remove the conflicting person or parties, withdraw from the situation or continuously postpone the discussions.
This style might appear like running away from the battle. But it can be effective in heated situations that require some time to cool down, or the leader needs to think and come up with a stance.
However, avoidance should never be the permanent resolution. It is merely a temporary push back of the conflict where time and space are given to the conflicting parties. The advantage of this style is that sometimes, the participants resolve the disputes by themselves.
Compromising
Compromising is when both parties come to a mutually acceptable solution. It may not leave people completely happy but somewhat partially pleases them. Both parties agree to some aspects of their desires while giving up on the other things to focus on the more significant issue. While it tries to find common ground between conflicting entities, It is somewhat a lose-lose solution.
Comprises are best suited when there is a time crunch or in situations where having some solution is more important than the solution itself. Therefore, it is more suitable as a temporary solution.
This strategy might bring forth better collaboration as both parties get a chance to be heard. However, the downside of this style is that it may lead to resentment, as some might feel they are sacrificing too much.
Competing
Competing is when the manager is assertive and refuses to focus on the main goal or outcome. The manager doesn’t empathize, takes a firm stance, and doesn’t back down until others agree.
This style might appear a little harsh, but you can solve it quickly. This approach is practical when the parties’ demands are irrational, need to end a long-standing conflict, or stand up for their rights or morals.
Bear in mind that the manager usually comes off as authoritarian and unreasonable with this style. Moreover, as there is no room for discussions, it may lead to resentment and decrease the mortality and productivity of the team.
Collaboration
Most of the previous styles arrive at temporary solutions to the conflicts. For a long-term resolution, collaboration is the key. However, it is time-consuming to arrive at such a resolution. However, this approach prioritizes both the outcome and the conflicting parties.
Collaboration is where every parties’ needs and desires are heard and considered to develop a win-win solution. The aim is to leave everyone satisfied and maintain a good relationship.
This style is better suited when the final solution needs to have a significant impact. It considers all the people involved’s interests, needs, ideas, and opinions. It is crucial to have honest communication with all the members to implement this style.
Although considered the best conflict management style, it might take time to arrive at the perfect resolution. But this method creates and maintains successful professional relationships and increases the team’s productivity.
Foundation for Conflict Management Skills
The above conflict resolution techniques provide different approaches to managing conflicts. However, to have a successful resolution, the leader or manager must acquire specific skills like:
- Active listening: As a leader or manager, listening to the other party is essential. Active listening helps to understand the other person’s perspective and thoughts.
- Practice empathy: Empathy means understanding others’ feelings and emotions. Although an intrinsic nature, it can be developed by asking questions, asking and providing feedback, and being open-minded to opinions.
- Effective communication: The most important soft skill is proper and effective communication. It involves speaking clearly and being straightforward but in a friendly manner.
- Problem-solving: Conflicts are not limited to disagreements. They can arise due to a lack of a viable solution to a problem. In such cases, brainstorming and collaborating to solve the problem resolves the conflict.
- Positive attitude: Emotions play a significant role during discussions. Hence, it is paramount that the leader maintains a positive attitude throughout resolving a conflict.
- Patience: This is more important, especially when using the collaborating style. Understanding everyone’s viewpoints takes time.
- Impartiality: A manager must be fair while resolving conflicts, especially when asking people to compromise. The focus should be on what is correct and wrong than who is right or wrong.
Advantages of Conflicts
Workplace conflict is inevitable. However, by dealing with conflict maturely, it is also possible to maintain a productive working environment. When multiple individuals work together, there are bound to be disagreements. With diverse backgrounds, skills, beliefs, and priorities emerge diverse, sometimes opposing viewpoints. Typically, conflict is viewed as something with negative connotations to signal friction between individuals. Such diversity of opinions can lead to more creative, effective, and efficient solutions. When the conflict is managed correctly, they can help find the optimal solutions by using multiple team members’ collective expertise, skills, and abilities.
Traditionally, conflicts are seen as detrimental to a team’s progress. However, you can leverage conflicts to achieve valuable outcomes with the right approach and careful tackling. Conflicts can be beneficial for the following reasons;
Quicker detection of issues
Conflicts can help surface issues that could have gone unnoticed otherwise. Understanding the core of the conflicts can help identify these root causes and effectively deal with them.
Creative ideas through diverse viewpoints
Conflicts are the result of diverse viewpoints. Diversity brings creative ideas for solving your problems.
Enhanced team commitment
A team that successfully and positively deals with conflicts can become a more cohesive team, focusing on the common goals through the differences. Effective teams harness such conflicts to be better.
Conclusion
Conflicts arise due to various reasons in the workplace. If unchecked, they may lead to escalation, blame-game, and insults resulting in a hostile environment and decreased productivity.
Hence, it is crucial to resolve the conflicts as and when they arrive. But you must analyze them carefully and use the most suitable conflict management style to fix them.
