One study found that U.S. employees spend 2.8 hours each week dealing with conflict which comes to $359 billion in paid hours (based on an average hourly wage of $17.95) in companies across the country.
Then there’s the morale factor. Poor morale is an offshoot of conflict and the lack of productivity that comes with it. This can attribute to chronic absenteeism and attrition, upping the ante on recruiting training costs.
Conflict management needs to be quick and hit the target before poor morale spreads among a team of colleagues and creates an angry environment with a “us versus them” mentality that can make employees resistant to leadership and each other.
Further escalated, this can begin to lead to theft, sabotage, and even violence given the right mix of things. The dismissal of employees is even more expensive for employers.
Having the correct skillset to resolve conflict cannot be overemphasized. For one thing, to manage conflict effectively you must be a skilled communicator. That includes creating an open communication environment in your unit by encouraging employees to talk about work issues.
Listening to employee concerns will foster an open environment. Make sure you really understand what employees are saying by asking questions and focusing on their perception of the problem.
Whether you have two employees who are fighting for the desk next to the window or one employee who wants the heat on and another who doesn’t, your immediate response to conflict situations is essential.
Most importantly, acknowledge that a difficult situation exists. Honesty and clear communication play an important role in the resolution process. Acquaint yourself with what’s happening and be open about the problem.
Additionally, let individuals express their feelings and then define the problem.
Call a meeting between the affected parties and focus solely on work issues, calmly bringing to their attention how internal politics or fighting is affecting their colleagues, customers, and job performance.
Make it clear that while disagreements over work issues can be resolved without further disruption for the benefit of the business, personality clashes and issues related to personal relationships outside of work are wholly unacceptable and unprofessional, and will not be tolerated in your workplace.
The goal of conflict management is not to decide which person is right or wrong; the goal is to reach a solution that everyone can live with. Looking first for needs, rather than solutions, is a powerful tool for generating win/win options.
Perhaps the best approach of conflict management is to “show them the facts.” This might seem like a no-brainer, but often employees involved in the conflict will not be aware of how their behavior is affecting the wider business.
Also, don’t be afraid of mediation. Sometimes, conflicts at work are just so entrenched that it becomes impossible to resolve them internally. At this point, investing in a third-party mediation or conflict resolution service becomes the only option.
By evaluating the risk to your business, a confident, trained workplace mediator will be able to work as an extension to your own team to diplomatically resolve your internal conflicts to avoid lengthy and costly disputes.
Conflict Management Training is a 1-day fundamental training course.
Learning Objectives
- Define types of conflict and their causes
- Discuss and implement the conflict resolution process
- Identify conflicts and how to prevent an issue before it escalate
- Develop communications skills and technique
Training Outline
Overview of Conflict Management
- What is a Conflict?
- Sources of Conflict
- Needs and Beliefs
- Emotions in Conflict
- What is Conflict Resolution?
Consequences of Conflict
- Positive Results for Self
- Reconciliation of Interests
- A Sense of Identity
- Interaction
- Internal Change
- Clarification of the Real Problem
- Positive Results for Self
Positive Results for the Group
- Increased Trust
- Increased Productivity and Results
- Group Unity
Negative Results
- A Lack of Trust
- Conflicts Happen More Often
- Systematic Concerns
- Poor Intentions
- Diminishing of Group Unity and Alliance
Conflict Outcomes
- Dominance Turns into Resentment and Destruction
- Withdrawal and Lowered Self-Image
- Compromise of Resolution
- Types of Strategies
Emotions in Conflicts
- Perception and Group Morale
- Conflict Cycle
- Achieving Mutual Respect
- Coping with Stress and Negative Reactions
Principals of Conflict Resolution
- Respect and Integrity
- Rapport
- Resourcefulness
- A Constructive Approach and Attitude
- Basis of Presuppositions
Conflict Resolution Process
- Four Stages: Awareness, Self-Preparation, Conflict Reduction, and Negotiation.
- Awareness
- Self-Preparation
Conflict Reduction
- Diffuse Negative Reactions
- Bring Sides Together to Clarify Differences:
- Decide to Settle Destructive Behavior and Negative Attitudes
Negotiation
- Identify Problems
- Identify Interests of Each Party
- Evaluate Options for a Solution
- Decide on an Acceptable Solution
- Develop Action Plan
- Develop a Process for Evaluation
- Explore Emotions Afterwards
Conflict Management Training