What are the strategies to manage workplace conflicts?

The following strategies may be adopted to manage workplace conflict:

1. Understand the situation – Few situations are exactly as they seem or are as presented by others. Before trying to settle the conflict ensure one has investigated both sides of the issue.

2. Acknowledge the problem – I remember an exchange between two board members. One member was frustrated with the direction the organization was taking. He told the other, “Just don’t worry about it. It isn’t that important.” Keep in mind what appears to be a small issue to you can be a major issue with another. Acknowledging the frustration and concerns is an important step in resolving the conflict.

3. Be patient – The old adage, “Haste makes waste,” has more truth in it than we sometimes realize. Take time to evaluate all information. A too-quick decision does more harm than good when it turns out to be the wrong decision and further alienating the individual involved.

4. Avoid using coercion and intimidation – Emotional outbursts or coercing people may stop the problem temporarily, but do not fool yourself into thinking it is a long-term solution. Odds are the problem will resurface. At that point not only will the initial problem be difficult to deal with, but also the angry feelings that have formed below the surface during the interim.

5. Focus on the problem, not the individual – Most people have known at least one “problematic individual” during their work experience. Avoid forming own pre-conceived attitudes about individuals. Person X may not be the most congenial individual or they may just have a personality conflict with someone on your staff. This does not mean they do not have a legitimate problem or issue. Focus on identifying and resolving the conflict. If, after careful and thorough analysis, one determines the individual is the problem, then focus on the individual at that point.

6. Establish guidelines – Before conducting a formal meeting between individuals one should get both parties to agree to a few meeting guidelines. People should be allowed to express themselves calmly— as unemotionally as possible. It is necessary to have them agree to attempt to understand each other’s perspective. It is necessary to them if they violate the guidelines the meeting will come to an end.

7. Keep the communication open – The ultimate goal in conflict resolution is for both parties to resolve the issue between themselves. Both parties should be allowed to express their viewpoint, but also share one’s perspective. One should attempt to facilitate the meeting and help them pinpoint the real issue causing conflict.

8. Act decisively – Once you have taken time to gather information, talked to all the parties involved, and reviewed all the circumstances, it it important to make ones decision and act. Taking too long to make a decision could damage the credibility and peoples perception. They may view the manager as either too weak, too uncaring, or both, to handle the problem. Not everyone will agree with the decision, but at least they will be informed of the locus standi.