Conflict
is inevitable in any workplace. The reason being that just like you can’t
choose your family, you can’t choose your co-workers either. Most offices are a
melting pot of ideas, backgrounds, and cultures. Workplace diversity is a
definite advantage but this mix of personalities can also result in
misunderstandings and hurt feelings.
Handling
conflict is not something everyone enjoys. In fact most people prefer to ignore
or avoid conflict rather than addressing it head on. Here are a few things to
keep in mind when dealing with workplace conflict:
1. Consider the cause
Conflicts
do not arise out of the blue. They’re often the result of a misunderstanding. It’s
important to consider the cause of conflict as this will help you determine how
to diffuse it. Try to think of what occurred in the past days or weeks that may
result in a conflict. If you cannot understand the cause simply ask the person
who is engaged in a conflict with you why they are upset or displeased.
2. Keep an open mind
Adopting
an unbiased view in a conflict situation is much easier said than done. We
often feel like we are being blamed or victimized and it’s very difficult to
think otherwise. However keep in mind that your workplace is a professional
environment and attempt to take on an objective stance during a conflict, try
not to let other co-workers or peers influence your opinion,
3. Listen
The
best communicators listen more than they talk. Being an active listener and
gaining an understanding of the other person’s point of view is essential to resolving
a conflict. When you ask someone what is wrong be ready to listen to what they
have to say, even though it may not be
what you want to hear. Make eye contact while listening and nod your head to
acknowledge what they’re saying. Remain composed and do not react in anger if
what you hear is unpleasant or insulting, wait for your turn to talk but don’t
retaliate and lash out.
4. Empathize
Empathy
is an important skill in conflict resolution. You need to be able to recognize
and understand the feelings of others involved in the conflict. Expressing
empathy and being aware of how people are feeling is crucial to being able to provide
a solution. You can express empathy by using phrases such as “I understand your
frustration” or “ I can appreciate your displeasure with the current situation”
5. Be accountable
When
addressing conflicts you will most likely have some blame placed on you by the
other party involved. Accountability is key when resolving a conflict. If you
have indeed done something to offend them promptly apologize. If your actions
were simply misunderstood and you firmly believe you did nothing wrong resist
the urge to lash out at the other party; instead use a statement such as “I’m
sorry you feel that way, I can assure it was not my intention to offend you” or
“I believe my actions were misinterpreted, I’m sorry about the confusion”.
Using the words like apologize and sorry
does not mean you are retreating, it just shows your understanding of the
situation and your regret in potentially causing offense or hurt.
6. Bring in a mediator
Sometimes
an impartial third party is needed to mediate a conflict. This situation arises
when open communication between the two conflicting parties is not feasible. When
choosing a mediator be sure to choose someone that will recognize the concerns
of both parties and give equal importance to both. It’s a good idea to choose
someone from a different department or even rely on a Human Resources
professional to do the job as he/she will be better equipped to deal with such
issues. Mediation is usually a last resort if feuding co-workers simply cannot
come to a consensus.
Copyright © 2013 by Professional Edge Consulting
Copyright © 2013 by Professional Edge Consulting
