Conflict is a fact of life. In business, it seems to be inevitable. It can occur when people are working towards different goals or outcomes. Or when people who have an unfortunate history are brought back together and simple misunderstandings can also cause conflict. The reasons are many and the implications can be disastrous. Conflict at work can be an inhibitor that damages relationships, delays projects, causes rework or even stops business from moving ahead. On the other hand, it can be an opportunity for you to demonstrate your skills, style and your ability to work in any environment. Conflicts are not only crisis points – they are opportunities for you to shine in challenging circumstances. The way you respond to and resolve conflict in the workplace is a defining characteristic of your personal operating style. How you handle conflict can impact your reputation more than how you resolve it. Here are some tips of how to approach conflict in the workplace:
Approach Conflict Strategically
The best approach to conflict is to be strategic. It is unlikely that all aspects of a conflict are equally important. Decide what must be resolved and which battles you really need to win. Pick what is most important to you and the business.
The Earlier, the Better
The best approach is to resolve important issues early. A small misunderstanding left unresolved can grow out of all proportion the longer people think about it. The earlier the resolution, the less potential damage a conflict can cause. Relationships stay intact, negative business impacts are minimised and people are more willing to compromise. Plus, you are seen as more resolute and skilled.
Know Your Facts
Like any negotiation, the first step is to prepare: make sure you know your facts. You’ll look incompetent if you try to resolve conflict with incorrect information or insufficient research. You may even damage your credibility if you haven’t spoken to all the stakeholders. When you know your facts, you can be confident that you have the information you need and that there won’t be any surprises later on. You’ll also have the support of those who think they need to be consulted.
Develop Alternatives
As you would for any negotiation, it’s vital to identify the key issues and develop some potential alternatives to resolve the situation. For the best chance of success, your potential resolution should look for a win for all parties, be expressed in the language that the people involved are comfortable with and allow others to save face. If you can develop alternatives that allow the other people involved to have a choice, or at least be involved in the decision-making process, they’ll appreciate it. This will also assist with any big egos involved.
Be Generous
Often, whether someone is right or wrong about a business issue ceases to be the key issue to resolve a conflict. Anyone can be embarrassed if they are shown up publicly as wrong. People’s concern about potential embarrassment can lead to stubborn behaviour and unwillingness to concede – even when they know they are wrong or there is a better alternative. Be aware of the egos involved and explore the options to help others save face. The right way to resolve a conflict with one person can be different for another. Whether you think the other person is right or wrong – try to appreciate the issue from their perspective. Demonstrating that you have respect for the experience and knowledge of others shows them you are focused on the issue, not making a personal judgment. The acknowledgment of past successes, experience, expertise and skills is appreciated by everyone. It allows you to recognise the past, accept the other person’s contribution and then deal with the issue at hand. Which is what business is all about. Be proactive and deal with conflict. It will reflect positively on your skills, credibility and professional reputation.
