Managing Conflict at Work

Conflict is all around us and it pops up, sometimes unexpectedly

, when we least expect it. How we manage conflict depends on different things, including who is involved in the conflict, our relationship to them and our own approach.

However managing conflict is especially difficult when it takes place in the workplace, so an understanding about the mechanisms of conflict and how it arises can help you to understand how to manage conflict situations more effectively.

We generally think of conflict as something that is loud and overt, perhaps shouting, swearing or physical fighting. Whilst this type of conflict exists, there are other types of conflict and what are more often witnessed in the working environment are the more subtle forms.

Think about frustration, resentment and anger and how that can result in inappropriate behaviour at work. This type of conflict is often on-going and if not resolved can lead to claims of discrimination or harassment. Although a less extreme type of conflict than verbal or physical aggression, on an on-going basis it can do immense damage to relationships and the work environment generally.

When people are in dispute they get positional; they have an inability to see the other person's point of view, instead focusing on 'their own version of truth'.

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Examples of Conflict in the Workplace Include;

Miscommunication that gets in the way of relationships and creates a bad atmosphere in the office

Subtle discrimination that attaches labels to people or stigmatizes them so that they feel vulnerable and under attack

Cultural clashes where each person is coming from their own point of view and unwilling or unable to look at the others viewpoint

Silence between people - colleagues and/or managers which allows an employee to continue to do a bad job even when others know that this affects the team or service

Blaming of other people for who they are or the group that they belong to without giving them the chance to learn how to do thinks differently.

So how do you go about managing conflict and resolving disagreements?

The people in dispute should have an opportunity to air their grievances in a safe-space' with someone who can listen and not take sides.

The parties in dispute should be made aware of their actions and the resulting impact on themselves and others and if the conflict cannot be immediately resolved, further meeting to resolve the dispute could be set up or an external person for example a trained mediator could be brought in to help find solutions to the problem.

However avoiding the conflict isn't an option, this just builds resentment; people feel powerless and the situation becomes problematic for both individuals and the organisation. What you need to do is face the conflict head-on and get it sorted, in that way the workplace can remain a place of work, rather than an opportunity for tension and confusion to reign supreme.

Managing Conflict at Work

By: Sonya Welch Moring

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