Managing Conflict at Work

’Man must evolve for all human conflict a method which rejects revenge, aggression and retaliation. The foundation of such a method is love.‘ Martin Luther King Jr., US black civil rights leader & clergyman (1929 - 1968)

Most of us will have experienced conflict, whether with our nearest and dearest, the tradesman who let us down or with a work colleague. Falling out with someone at work can be a particularly painful situation as sometimes there is no escape - you may have to face that person at least 7 hours a day and 5 days a week.

There are many reasons why disagreements occur between individuals or groups. Some originate from differences in personality, attitudes, beliefs, values, needs or from past rivalries, power struggles or competition.

Whatever the cause when it comes to dealing with conflict often rationality flies out of the window, as feelings and emotions take over. It is difficult to take a neutral and objective position when you are feeling the aggrieved party and neither knows how to resolve the situation.

This might be hard to believe but conflict can actually be a creative process. Out of the differences of views and positions, if carefully managed, this can be an opportunity for new ways of thinking and possibly a new and strengthened relationship.

So the next time you are ready to sink your teeth into your colleague's ankle out of sheer anger and frustration take a moment and consider the different approaches you could adopt to get both sides moving forward.

Thomas-Kilman Learn More identified 5 approaches to managing conflict depending on the situation you encounter:

Collaboration - the aim of collaboration is to achieve a 'win/win' situation where both parties seek ways to address the situation in the best interests of both parties. This approach helps to build commitment and good relationships.

Compromise - the outcome of this approach is 'win some/lose some'. Compromise is used to arrive at an expedient solution under time pressure and when goals are moderately important and not worth the potential disruption in taking a more assertive approach.

Competition - when a quick decisive action is required then competing may be the best approach particularly if it involves implementing unpopular courses of action such as cost cutting, redundancies. The outcome is 'win/lose'. There is a danger that losers may try to retaliate and conflict could escalate.

Accommodation - This results from a low concern for your own interests and a high concern for the interests of others. The outcome is "lose/win." There is an element of self-sacrifice in this approach but this may be appropriate if you want to maintain a co-operative relationship with the other party.

Avoidance - Avoiding takes the form of withdrawing or side stepping an issue and might be appropriate if the is a need to reduce tensions and to regain perspective. The outcome is ”lose/lose.“

It is easy for conflicts to escalate. Careless acts or thoughtless comments may be misinterpreted and can escalate from negative feelings to aggressive and abusive behaviours. If you are managing a team, openly raising issues and concerns and encouraging constructive criticism can help to develop an environment where differences are valued and respected.

If you would like help in understanding your approach to managing conflict contact us at
info@careerinsights.co.uk

Susan Tomlinson CareerInsights