Workplace conflicts can linger into major issues affecting employee retention and productivity. But they provide a great opportunity to professionals to impact their organizations positively by resolving them in a manner that shows that they are enlightened leaders. Some of the strategies adopted by such leaders are as follows:
Good conflict managers are active listeners. In an organizational conflict situation, the most important step is to listen to all sides without bias. Just like a judge listens to the arguments of rival lawyers. It is relatively easier if a manager is playing referee in a conflict between two employees. However the same yardstick of unbiased listening needs to be employed even in a situation where the conflict is between a manager and an employee, by the manager. This ‘listening’ is not only of words but also of tone, body language and facial expressions to gauge the motivation and intent of the conflict.
Organizational conflict management gets easier if managers acknowledge and validate the warring parties’ claims. This does not mean that the arbitrating manager has to agree with them. Acknowledging their respective stands, the arbitrating manager demonstrates the fact that their cases have been carefully heard. If later, the result is not in line with what their claims were, the conflicting parties have the satisfaction that their stands were treated with respect and due consideration was accorded to them. This personal validation works well in managing workplace conflicts.
Empathy is a quality that plays a defining role in conflict management. Managers who display empathy are able to put themselves in the place of both the warring parties without any bias. This helps in understanding the situation from both points of view. Empathy always brings about a change in situation much needed for managing workplace conflicts.
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It is important to draw certain rules and boundaries as effective conflict resolution strategy. Employees will always expect managers to define rules and boundaries to deal with workplace conflicts. Conflicts tend to cloud things. The onus of clearing the confusion rests with managers and leaders. And it has to be done in a manner that is calm and non-threatening. Emotions that are running high need to be suitably tempered down. The most effective way to bring this about is to ask team members what these rules and boundaries should be. If employees themselves are drawing the rules, they are very likely to follow them too. Conflict management becomes easier.
Leaders endowed with tact are better at conflict management. The root of workplace conflicts many a time lies in interpersonal issues. A tactful leader will make sure that no side feels slighted. If feuding parties are confident that their views were not shown any disrespect, they will accept an outcome different from their views in a better way.
As a manager interested in effective conflict management, one must suggest the idea of exploring alternatives to the team members who are involved in such matters. Let them come up with the alternatives. It will help them think about the problem at hand from another perspective.
Lastly, enlightened leaders take care that they critique the idea and not the person behind that idea in a conflict situation.
References:
- How to resolve workplace conflicts the way enlightened leaders do. By Harrison Monarth. 15 July 2019
- 5 tips for managing workplace conflicts. By Eric D Gordon. 22 Aug 2017
