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Tips on How to Handle Conflict in the Workplace

Things seem to be going well in your organization. There is a sense of calm that flows over the cubicles. Employees interact in a respectful manner and work well as a team.

Then your company gets a big new contract. Everyone is working overtime. Voices are raised and fingers are pointed. Most of your day is spent playing referee. You walk outside to see if there is a full moon. When you return, there is another employee in your office waiting to complain about a co-worker.

Conflict in the workplace is inevitable. When you throw a group of people together, in close quarters, differences are bound to emerge. However, the news is not all bad. Some organizational conflict can be beneficial. Differences of opinion inspire creativity, innovation and progress. If resolved early, conflict can also provide insight into larger issues that may arise.

Sources of conflict

When situations get out of control, it becomes difficult to resolve. Familiarizing yourself with the following common sources of conflict will help you diffuse situations before they happen:

Lack of clarity – Employees fail in turf wars when boundaries are not clearly defined. A well-written job description, with clearly defined reporting relationships can help prevent this situation.

Limited resources – In today’s environment where people are asked to do more with less, there is always a conflict for time, money, supplies and even space. If you observe conflict in the workplace, find out if employees have enough resources to do their jobs. If possible, involve employees in the resource allocation process. This will give them a better understanding of how allocation decisions are made in your organization.

Conflicts of interest – Individuals fighting for personal goals and losing sight of the organization’s goals can create a ripple in the organization. Always remind employees how their personal goals and efforts align with the organization’s strategic business goals.

Power struggle – The need for control is the cause of many workplace conflicts. Who should have that information? Who should be involved in the project? Who has a corner office? Recognize that there are power struggles. Teach employees how to manage organizational relationships so they can effectively navigate political minefields.

Tips for dealing with conflict

A strong leader gives employees the tools needed to resolve conflict situations themselves, rather than continually playing the role of referee. Here are some suggestions to help you transition from referee to coach:

· Encourage employees to do things themselves. Give them guidance.

· Ask employees what they have done to resolve a situation.

· Find root causes.

· Help the individual focus on specific behavior, not personality.

· Redirect the person making the complaint back to the individual they are fighting with and give suggestions on how to approach this person.

· Ask this person to give you feedback on how things went. Offer additional feedback, as appropriate.

Since disagreements are inevitable, it makes good business sense to train employees and management on how to effectively deal with conflict in the workplace. Your investment will reap immediate dividends. Employees will spend less time focusing on each other and more time focusing on your customers. Listen carefully. Calm has returned to your organization.

© 2005 Human Resource Solutions. All rights reserved.

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