Conflict Management

When we think of conflict in the workplace, we usually think of it negatively.  Did you know that conflict is good and actually necessary to strengthen relationships? For my management class I analyzed Leah Plocharcyk's article "On Organizational Conflict: Reaping the Benefits of Effective Conflict Management.” I couldn't believe how many types of organizational conflict occur in the workplace!.  The most common type of conflict is between two individuals.  I know we've all experienced this at some point in our careers, but the question is how do we deal with it? The first step is to identify the cause of conflict.  Is there a lack of communication? Conflicting orders? Unrealistic job expectations? Again, the focus here is on communication.  With good communication, conflict can be addressed and resolved much faster. 

Q: How do we improve communication?  
A: Increase employee participation and include employees in the decision making process.

There are two types of organizational conflict:
1.Constructive
2. Deconstructive

Constructive conflict is described as “well managed conflict which benefits an organization in meeting its goals by boosting productivity.”  It can provide positive attributes like:
-creativity
-flair
-talent
-skillfulness
-strength and ability

This type of conflict can give employees a better outlook and boost morale.  Destructive conflict adversely affects the organization.  This happens when conflict is not managed correctly or is ignored altogether. When conflict is ignored it is called "conflict avoidance" and low morale and tension follow suit. Managers can promote constructive conflict by recommending employees directly deal with conflict when it first arises rather than letting it build up and fester. 

Other causes of conflict that must be addressed are:
-issues with power
-competition for resources
-drive for independence

In order for managers to handle conflict they must know the stages. 
 Stages of conflict:

~latent conflict-no clearly recognized problem;conflict has not yet happened

~perceived conflict-conflict is there but only recognized by one person

~felt conflict-conflict is here and begins to affect at least one person

~manifest conflict-when there is a response to the conflict by an affected person who also makes the conflict known and felt by outsiders

~conflict resolution-when an effort is made to fix the problem

~conflict aftermath-when the conflict has ben resolved

Plocharczyk's 5 Conflict Management Styles 

1.Integrating-no clear answer;requires openness and willingness to accept new ideas

2.Obliging-a compromise of both parties-usually one gives in to the other

3.Dominating-best used when a quick resolution is needed, neither parties are consulted in this process

4.Avoiding-happens when one party doesn't recognize the conflict exists but it is causing conflict nonetheless

5.Compromising-usually happens between parties of the same status through seeking mutual resolution-this is the most effective type of conflict management because it benefits both sides

Plocharcyz talks about many different theories regarding conflict resolution.  My favorite:

Tjosvold’s Four Principles of Cooperative Conflict Theory

1.Recognizing and appreciating diversity
In order for cooperative conflict theory to be successful, there must be acceptance between staff members of different ideas, opinions and beliefs. 

2.Seeking mutual benefit among colleagues
This principle focuses on forming and strengthening relationships between employees to focus on common goals. 

3.Empowering employees and encouraging them to have a voice in their daily tasks
This can be done through communication.  Staff meetings are a good way to promote good communication and help employees feel comfortable expressing their ideas. 

4.To take stock of one’s employees in order to monitor how successful the organization is in handling conflict
This is done through feedback.  An example of this can be a job review where the employer and employee both provide feedback of job performance and issues. 

Plocharcyzk's Positive Benefits of Well-Managed Conflict

-increased problem awareness

-improved problem solving skill

-strengthened productivity-

-organizational change

-personal growth

-knowledge

-creativity 

Plocharczyk's 3 Steps of Conflict Management
 1.Pevention
Prevention will help employees through education to resolve conflict before it can grow.

2.Itervention
  Intervention is when conflict rises to the point where a supervisor becomes the mediator in order to influence a positive result of the conflict. 

3.Treatment
Teatment is where solutions such as counseling are proposed. 

 She emphasizes that good use of emotional intelligence is a key factor of conflict management.  “Emotional intelligence refers to managing emotions while effectively reading other’s actions.  Successful self-management will enable one to engage in healthier work relationships."

You now have all you need in order to address conflict management in a positive, healthy way!
Recommended Reading:
Daniel Goleman- Emotional Intelligence: 10th Anniversary Edition; Why It Can Matter More Than IQ

Leah Plocharcyk-"On Organizational Conflict: Reaping the Benefits of Effective Conflict Management.”

Dean Tjosvold-Learning to Manage Conflict: Getting People to Work Together Productively