Conflict is inevitable in business and relationships. How you manage it determines its impact on your company, yourself and your employees. At a recent Leadership Day in Frederick, Maryland, we tend to asked an audience of 80, "how many of you expertise conflict at work?" All eighty participants raised their hands. We have a tendency to then asked "how could of your organizations have a defined way to handle conflict, whether or not between two folks, departments, offices or maybe shoppers, when it arises? ONE individual raised his hand! While conflict happens repeatedly, why do organizations and people avoid it 'just like the plague'?
Most people and organizations notice conflict uncomfortable and undesirable and think if they solely do not speak regarding it, it can go away. Our experience, and I'm sure yours furthermore, tells us that this is not true. Whereas conflict can be uncomfortable, disruptive and typically times, scary, the advantages of conflict, when handled well, outweigh the moments of discomfort. Therefore how will conflict in organizations be handled well?
First and most importantly, organizational leaders would like to obviously outline how the organization handles conflict between individuals, teams, departments, offices (if multiple locations) and external contacts like shoppers, vendors or strategic partners. Just like a company contains a policy for coping with terminations, it should additionally have one for handling conflict. Key components in a very conflict policy include:
- Clear definition of what things constitutes conflict
- The steps for handling conflict should it arise
- What to try and do if those steps don't work
Second, organizational leaders should examine their beliefs around conflict. What we have a tendency to know is that our definition of and reaction to conflict originates from our experiences growing up in our family. Whereas some families are snug with conflict, others avoid and silence it. How a company deals with conflict is typically a reflection of the leadership's read of and reaction to conflict. Leadership's clarity and defined approach to conflict creates a secure, motivating and productive organization.
Third, all staff ought to be trained on key communication skills as well as the ability of non-verbal and verbal communication; giving and receiving feedback; avoiding triangles; and staying objective and managing reactions.
The Power of Non-Verbal and Verbal Communication
It's usually not the words you employ but how you say them or what your body language conveys that creates a reaction in others. Being congruent means that your words and non-verbal language match the intention of your communication.
Giving and Receiving Feedback
How we have a tendency to offer feedback and the way we have a tendency to react to feedback being give to us impacts effective communications. Managers want to be trained on giving both positive and constructive feedback and employees would like to be trained on a way to receive and respond to feedback given. Organizations that spend time on these skills develop a culture of learning rather than one in every of worry, blaming and finger-pointing, and an 'us' vs. 'them' mentality.
Avoiding Triangles
A communication triangle is made when a private has a difficulty with somebody and he/she, rather than going on to that person, goes to alternative people to talk concerning that individual and/or issue. It usually feels like this - "Will you believe he said that?", "Don't you think that it's unfair that she did that?" Often viewed as 'just obtaining it off my chest', this sort of interchange is unproductive and harmful to effective communication. All workers should be taught to interact in productive communication that starts with avoiding triangles and dealing directly with individuals with whom they have issues. WARNING: This can be the foremost powerful shift an organization will make!!
Staying Objective and Managing Reactions
Conflict usually arises when an individual interprets or makes an assumption concerning another's words or actions. Sometimes our interpretations or assumptions are correct however most times, they are not. We have a tendency to assume by somebody's posture that they are upset and that it should be something I/we tend to did. We tend to interpret the words, 'this needs to be done', as an order, versus a call for participation that needs clarification. The key to effective communication is to initial recognize that another's words or actions don't seem to be 'truth' however simply their response to a situation. Second, we have a tendency to have a alternative in whether we tend to react or not based mostly on how emotionally involved we permit ourselves to be in things, and third, that the best response is to 'take a look at' the opposite person's intention or raise for clarification on what was said or done. In the primary example, one may say "you look upset, what is happening?" Within the second example, the best response would be "after you say it wants to be done, can you be a lot of specific - are you asking me to do it or can different's be involved? When specifically does it would like to be done?"
Don't kid yourself, conflict can and will occur when 2 or a lot of people work together. Taking a proactive, outlined approach to handling conflict in your organization and coaching workers on effective communication skills can shorten the length of your time that conflict impacts workers and their productivity.
Author Resource:
Adam has been writing articles online for nearly 2 years now. Not only does this author specialize in A Proactive Approach to Dealing with Conflict in Organizations
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