Managing Workplace Conflicts
By Georgette Kingkade
Employee Assistance Professionals are frequently called upon to assist supervisors, managers and human resource specialists deal with workplace conflicts. We have learned many valuable lessons over the years from our involvement in both successful and not-so-successful conflict interventions. A Lincoln Journal Stat article titled “Conflict—a Growing, Ugly Problem in the Workplace” states that conflicts at work have increased over the years—just as they have in schools, the soccer field, on the highway, the supermarket or anywhere else people are likely to interact.
The costs are high to employees who don’t get a “handle” on managing conflicts—productivity slows, good people leave and managers spend precious time tending to employee battles. The following are some “lessons learned” from many years of consulting with employers:
CONFLICT IS A NORMAL PART OF EVERY DAY LIFE—but all too often conflict is seen as negative. When we ask participants in our conflict management seminars, “how many of you feel comfortable dealing with conflict?” few participants raise their hands. Workplaces are far more diverse than in past generations, which results in even more differing opinions and expectations. Workplaces are most productive and creative when they value and honor those differences, encourage constructive exchange of ideas and provide clear expectations and guidelines about appropriate conflict management behavior.
FRONT LINE SUPERVISORS are “key” to helping employees resolve conflicts successfully. Supervisors should encourage employees to first attempt to resolve conflicts with other employees directly and resist the temptation to “jump in” and fix it. If the situation warrants supervisor involvement, try this approach: meet with the employees in conflict, establish “ground rules” at the beginning, allow each employee to share their perspective, find the common themes, then challenge the employees to suggest solutions.
MAKING A COMMITMENT to provide development for supervisors and employees in the area of conflict management is a good investment. Many otherwise productive employees lack effective conflict management skills and struggle with getting along with others because of this. One company that we serve includes “Conflict Management” training as a part of their orientation process for every employee. Managers can also benefit from one-on-one “coaching” focused on developing their conflict management skills.
KNOW WHEN TO GET HELP. Even the most experienced and effective supervisors or HR specialists need help at times. If you can feel yourself losing patience with a conflict situation, it is time to call in some “fresh perspective” to get you back on track. EAP’s are a great resource for this situation. Many EAP’s offer mediation or conflict resolution services or can suggest appropriate community resources for this service.
