Dr. John Articles
| Managed conflict can be a benefit |
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| Written by Dr. John McFerran |
| Saturday, 30 May 2009 00:00 |
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They say that anything worth having is worth fighting for -- and it appears that in the workplace, that phrase can be interpreted quite literally. Although perfectly normal, conflict is usually considered a dilemma that paralyzes productivity and morale. But a new study by Psychometrics Canada reveals that when managed properly, conflict can actually benefit an organization by being a catalyst for bigger and better things. In the survey of 350 human resources professionals across Canada, 57 per cent said they have seen conflict lead to workplace gains such as: Sounds good. The question is, how can you resolve contentious issues so that they end on a high note? Usually by the time a heated disagreement reaches the manager, they are understandably more concerned about damage control and quickly reaching a compromise than exploring what good can come of the conflict. Getting to positive outcomes is directly linked to how well the management team is trained to handle conflict and how well employees understand the importance of dealing with different personalities in the workplace. Part of this is gaining an understanding of the purpose of conflict and knowing the difference between the two very different kinds of conflicts: emotional and task-based. Emotional conflicts, or what we commonly recognize as personality clashes, tend to occur when one or both parties feel disrespected, discounted or diminished. Because below-the-surface psychological dynamics come into play, emotional conflict often festers as anger, suspicion, competition and resentment before it grows inflamed. On the other hand, task-based conflict isn't as personal because it is centred on a work-related issue. This can be the catalyst for something good. It occurs when two parties have a common goal but strongly differing opinions on the best way to achieve it. Quite often, healthy dialogue will reveal that the answer is neither A nor B, but C - a new and often, a better solution that is acceptable to everyone. As long as the two parties involved are willing to meet and discuss the conflict -- and the company is willing to facilitate a resolution and explore the information being collected, then innovative thinking has a good chance to come from it. The mediator should keep these tips in mind in order to use the conflict as a stepping stone towards better collaboration: Once cooler heads prevail, ensure that both parties want to call a truce and work together to find a solution that works for them both. Listen with objective ears and an open mind and allow both parties to tell their side of the story without placing blame. Empathy develops from genuinely listening to another person's unique point of view. Review what you have heard and redefine the problem as you see it. Once both sides have been given the opportunity to vent their frustrations, hearing an impartial version of the events may help to uncover some common ground on which to base a solution. Don't leave things unresolved. If wounds are left open, you are only setting everyone up for recurring problems in the future. Resolution promotes healing. The additional stress being caused by the economy and its related challenges and cutbacks means more conflicts are likely arising at work. This creates an opportunity for organizations to take another look at how they handle serious disagreements. Instead of fearing or shunning conflict, viewing it as a give-and-take process can benefit your business. Not only will it give you a clearer idea of what your people are facing, it will open the door to developing new and better procedures. It also deepens the engagement of employees who will gladly renew their commitment to a company that cares enough to accept people's differences and learn from their conflicts. -- With reporting by Barbara Chabai John McFerran, PhD, CMC, F. CHRP, is founder and president of People First HR Services Ltd. For more information, visit www.peoplefirsthr.com. RESEARCH: |