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How the Best Leaders Resolve Workplace Conflicts
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Ask questions
It helps you preserve your neutrality.
It is effective in getting others to pause, reflect, and get clear with themselves about what the problem actually is.
You may get each person in the conflict to see things from the other person's perspective, thus bridging the gap between them.
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Be mindful during a conflict situation
- All issues are best dealt with as soon as all involved are calm.
- Start with one-on-one conversations to get the details of the issue from both perspectives.
- Recognize that there is no objective reality of the situation.
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Probing questions to ask
Once you have the basics of what happened and how long it has been going on, you can move on to asking more probing questions:
- What is the other person saying?
- How does what you've been hearing go against your values?
- What is the difference between your two perspectives?
- What aspects of this conflict do you believe you're responsible for?
- Can you put yourself in your coworker's shoes? How does she feel?
- If we were to think outside of the box, how could this issue be resolved?
- What will happen to you if this issue isn't resolved through this discussion?
- What would you offer to do or change to help resolve this issue? What would you like in return?
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A Team Needs Conflict
Overly nice people in the office, who never pick a fight, and value friendly relations with their peers and bosses, may be just as responsible for team dysfunction as the combative ones.
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Benefits Of Conflict
There is a need for conflict in teams for their effective functioning.
- It allows team members to see difficult situations.
- It helps put forward alternative solutions and diverse perspectives.
- It acts as a strength test for the solutions found.
Healthy Conflicts
A nice person's self-image is based on pleasing and agreeing with others.
Instead of just agreeing and being nice, one should add unique value and perspective.
If you only agree with everyone, you may even not be that valuable to the team.
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Key Ideas
The spirit of inquiry
Amazing leaders are not interested in winning for their own ego. They understand that finding the truth benefits the whole team so everyone can win.
Open your mind a...
Don't assume anything
Without a face or a voice to convey emotion, written text can easily be misconstrued as being terse, sarcastic, snarky, or even mean.
Always assume you don’t know the tone of any written communication you receive and openly inquire as to the emotions of your debate partner.
Stating the desired outcome
Many people enter into a debate ready to battle with only one side knowing the rules and purpose of engagement.
Before beginning any debate or argument, discuss with the other party a purposeful outcome and define clear rules of engagement.
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Key Ideas
Leadership and conflict go hand-in-hand
Conflict in the workplace is unavoidable. While you can try and avoid conflict (bad idea), you cannot escape conflict.
The ability to recognize conflict, understand the nature of...
Unresolved conflict
... often results in loss of productivity, the stifling of creativity, and the creation of barriers to cooperation and collaboration.
Leaders who don’t deal with conflict will eventually watch their good talent walk out the door in search of a healthier and safer work environment.
2 Major causes of conflict
- Communication: Conflict due to the lack of information, poor information, no information, or misinformation. Clear, concise, accurate, and timely communication of information will help to ease both the number and severity of conflicts.
- Emotions: Letting emotions drive decisions. Don't place emotional superiority ahead of achieving your mission.