Maintaining Workplace Harmony Through Effective Conflict Management Strategies

Minor differences with managers or between workers are common but can be disastrous if left to escalate. Conflict management strategies help reduce tension. History has shown us repeatedly that disagreements between international leaders can lead to acts of aggression and, ultimately, war.

By contrast, there have also been instances when timely talks between the threatening combatants have resulted in an amicable agreement and peace. While interpersonal differences in the workplace are generally not settled with the use of lethal weapons, the outcomes can still be very damaging.

Too often, employers dismiss personnel who don’t toe the line, perhaps because they display reluctance to cooperate with specific individuals or are consistently late when submitting reports. Unfortunately, the underlying reasons for aberrant behaviour often lie not with the person fired but with a manager, supervisor or teammate with whom that person must interact.

Either way, whether on the international stage or between employees in a company, prevention beats cure every time. A conflict management programme is designed to help resolve those interpersonal issues and inappropriate behaviour patterns that, if not remedied promptly and effectively, could prevent an organisation from achieving its key performance goals.

What is Conflict Management?

The best definition of this process is that it is an umbrella term for the various ways to identify and handle interpersonal conflict effectively and fairly. Its goal is to limit the potentially negative impact arising from disagreements and, instead, to promote alternative behaviours that lead to more positive outcomes. However, it is primarily the role of managers and team leaders to drive those positive outcomes. Consequently, any attempt to minimise conflict should include a study of existing leadership skills and styles.

That said, creating a framework within which one can resolve differences productively and to the benefit of all those involved requires company-wide participation and a willingness to provide and accept constructive criticism where due. Furthermore, a conflict management programme should always be undertaken by an experienced, objective third party to ensure optimal success.

The Conflict Management Process

Many factors may contribute to discord in the workplace, and individual reactions to those factors can vary widely. However, there can be no resolution without first identifying the underlying causes of the disagreement. These are most often related to:

• Personal values (real or perceived)
• Perceptions (true or false)
• Conflicting goals
• Communication style
• Power dynamics

These, in turn, can lead to:

• Resentment and frustration
• Aggression
• Low morale
• Reduced productivity
• High staff turnover
• Stress and poor health

The first step in a successful intervention is encouraging all personnel to express honest opinions about their managers, coworkers, the company and its goals, and policies rationally and in strict confidence. In the same spirit, they should be encouraged to offer constructive suggestions on how these might be improved and, in turn, to respond positively to proposals about how they might improve their performance.

Also, psychometric tests can reveal areas in which additional training or coaching might help specified individuals better able to participate in a team. Though highly effective, the process requires patience, experience and multiple skills, qualities for which Orgro is well known. We invite you to contact us for more details of our proven conflict management and psychometric testing services.