Workplace Conflict

Most of the time when we hear the word “conflict,” it brings to mind a negative image of individuals or groups who are in direct opposition to one another and cannot reconcile the differences at hand. Webster’s Dictionary defines conflict as “a clash between hostile or opposing elements or ideas.”

Unchecked and uncontrolled, conflict can be hostile and it can be negative with a definite impact on workplace morale, productivity and even employee retention. But, is there a place for conflict in the workplace that is healthy and actually helps to enhance the overall workplace?

There is a place for healthy conflict in the workplace and a healthy method needs to be developed to deal with conflict before it becomes negative and impacts the overall setting.

Is it Really Conflict?
That is the first question that needs to be answered. Often what is believed to be conflict is the result of indecision, disagreement, stress, poor communication, or other common experiences that may be pulled into and made a part of conflict, but are not really the root cause of the conflict.

How do we determine if a situation in our workplace is really a true conflict? Conflicts have some common elements and the parties involved in the conflict have common traits.

1. They are interdependent. Each party in the conflict needs something from the other and they are vulnerable if they don’t get it.
2. They blame each other. Each finds faultwith the other for causing the current problem.
3. They are angry. Each feels emotionally upset. Keep in mind in many conflicts the anger is kept hidden from co-workers.
4. Their behavior is causing a business problem. Productivity and job performance is affected, resulting in a lack of cooperation of the involved parties.

Using these factors to identify conflict applies to individuals as well as teams or whole departments that may find themselves at odds with other departments in the organization.

Houston – We Have a Conflict!
After you have positively identified a conflict, how do you resolve it and maintain productivity and personnel in the workplace? The most satisfactory way to resolve conflict is through “Interest Reconciliation” – a method that views the conflict resolution process as a collaborative process with the ultimate outcome desired as a “Win-Win” for the parties involved, versus a “Win-Lose” situation. Many times “Interest Reconciliation” will involve some type of mediation – this can be done informally using a neutral party within the company such as your human resources staff or it may involve bringing in a professional mediator such as a qualified neutral who has been specifically trained in mediation and alternative dispute resolution techniques.

Regardless of how the company proceeds, the conflict needs to be resolved and it is very “Pollyanna-ish” to believe the conflict will self-resolve or just disappear on its own. Though it may ebb and flow, until the conflict is brought out into the open and dealt with constructively, it will not self-resolve. At best, it will take on some type of passive- aggressive immature behavior that presents in many different forms – at worst it could spiral into an act of workplace violence.

Best advice for organizations – get educated – devote continuing education time to conflict resolution training. Ensure your managers and human resources staff are trained in not only the recognition of conflict, but in healthy methods for dealing with and mediating conflict that may arise in your organization. Train your staff members to recognize their conflict strategies and train them on how to self-mediate the minor conflicts that they should be able to handle amongst themselves.

by Todd Warren, Human Resources, Bremer Bank