TIPS FOR MANAGING CONFLICT IN THE WORKPLACE

I recently read a blog written by Lorraine Segal, a certified Conflict Manager Coach that focuses on resolving workplace conflict. In that blog, she offers some techniques that are designed to encourage communication, and hopefully, resolution of the conflict.

One of the first points that Ms. Segal makes should be obvious, but often times is not. In a workplace, a supervisor/manager cannot “force” individuals to work together compatibly, nor can they resolve conflicts by intimidation or some other forceful action. When one uses these approaches, individuals react by questioning the motivation behind the manager’s actions, and often feel attacked. They believe they are being “made” to do something, and this often leads to more defensiveness/resistance on their part. Consequently the manager’s efforts at creating positive change will be ineffective.

When I have conducted mediations I have observed one party try to coerce the other party into accepting a specific point that benefits them solely. It never works. One reason for that is that I won’t allow that to happen. Conflict gets resolved when all individuals believe their points of view or needs are heard and understood. Thus, the points that Ms. Segal makes (listed below) on how to approach and resolve conflict can be VERY EFFECTIVE when it comes to finding a solution to workplace conflict. Here they are:

• Don’t assume you know what is going on with them or why they are “acting out” or not performing.

• Share your concern, show them you value them, and ask what’s going on.

• Listen carefully to their answer.

• Make sure you understand, asking follow up questions as needed.

• Problem solve together if possible about what change you need and how you can support them.

• Set clear expectations and get their agreement.

• Training and coaching can help.

I think all of these points of advice are equally important. I believe that following all these suggestions can help a manager develop a better rapport with the employees, one where all involved can develop a deeper appreciation and sense of trust with each other.

Thanks to Lorraine Segal for the ideas shared in this post