Conflict: Meaningful if Managed Effectively

In most organizations the word “conflict” is often considered to be negative and should be avoided at all costs. However, if managed effectively, meaningful conflict is a cornerstone in healthy, successful organizations.

Reasonable conflict is necessary for effective problem solving and for effective interpersonal relationships. When people can disagree with each other and lobby for different ideas, your organization becomes a stronger place benefiting from a multitude of ideas being presented.

The problem is that many people don’t know how to participate in and manage work conflict in a positive way. Conflict makes most people uncomfortable and there is worry that feelings will get hurt. Knowing how to raise issues and participate in meaningful work conflict is key to your success in work and in life. These tips will help.

1. Create a work environment where healthy conflict is encouraged, but personal attacks are not tolerated. Encourage people to speak up when they disagree and make expressing differences the expectation. Reinforce the idea that healthy debate about issues and ideas is normal. If everyone is on the same page regarding the goals of an organization and all employees are moving in the same direction, it should be expected that there will be differences on how to accomplish those goals. And that’s okay. What’s not okay is if team members resort to personal attacks against one another. This should never be tolerated.
2. Reward, recognize, and thank people who are willing to take a stand and support their position. You should publicly thank people for going against the grain. Employee benefits, including pay, should reward employees who practice personal organizational courage and pursue appropriate work conflict. These people speak their minds, but completely support the resolution even if it’s not their own.
3. If you experience few disagreements in the group, examine your own actions. To avoid “group think” and promote differing opinions, examine how your own actions may be perceived. Do your non-verbal cues send the message that it’s really not okay to disagree? Do you drill employees who express opinion? Get feedback from a trusted advisor or staff member if needed to truly determine if you are sending the wrong message to your staff.
4. Expect people to support their opinions and recommendations with facts and data. It’s okay to have differing opinions if you can support your ideas with facts and data. Staff members should be encouraged to collect data that will support their position.
5. Provide employees with training in healthy conflict and problem solving skills. Sometimes people choose not to share their thoughts simply because they don’t know how to do so comfortably. Training in interpersonal communication, problem solving, conflict resolution, and particularly non-defensive communication will all benefit your team.
6. Look for signs that a conflict issue is getting out of control. Use your best observation and listening skills to look for cues that tension is becoming unhealthy. This could include criticism of fellow staff members, an increase in the number or severity of putdowns, and negative comments about the solutions or process. You need to immediately hold a conflict resolution meeting with the parties involved and mediate a resolution.
7. Hire people who you believe with add value to your organization with their willingness to problem solve and debate. You want to hire people who are willing to act boldly and aren’t concerned with whether they are well liked. Behavioral interview questions will help you assess the assertiveness of your potential employees.
8. If you are using all of these tips and healthy work conflict is not occurring, then you need to sit down with your team and candidly ask why. A positive, open problem-solving discussion might allow your group to identify and work through whatever stands in the way of healthy, constructive work conflict.

The future success of your organization depends upon your staff’s willingness to participate in healthy work conflict. It is worth your time to invest energy toward understanding how to do that and making it happen in your group.