The Sunday Feed
Manage People. Conflict will resolve itself!
One of the key pillars of an organisation is conflict management. Conflict should not always be seen as a bad thing because when people are arguing, it shows that they are actually working.
There is always a fine line between a discussion and an argument with the latter having a lot of energy and emotion embedded in it. While conflicts are good for the company, they are also very fragile in nature.
Conflict is actually a match in progress. Behind all the floral arguments, there are a lot of egos at stake! Nobody wants to lose or be seen as being defeated.
Like any other sport, even conflicts lack the so-called sporting spirit. People just want to win at any cost. They think that every victory, no matter how small, goes a long way in improving their brand equity and I guess they might be right.
So as a Manager, how do you ensure that you resolve conflicts without causing damage to the dynamics of the group? The answer actually does not exist. However, a little experience and wisdom can always help.
Here are a few things that can be done to resolve conflicts amicably:
- Revisit the project: Try to go back to the basics and try to understand if resolving the conflict is adding any value to the project. You will be surprised that more than 80% of the time, it does not. Time to nip the argument in the bud and move on.
- Ask for substantiation: It really does not matter what you and I think. Facts should be given precedence over gut-feel. A gut-feel is reasoning a lazy manager uses to justify his/ her decisions. Tell them that just like a court does not accept gut-feel as evidence, nor does your company.
- Quickly analyse the people involved: People who are good at conflict management understand that conflicts are actually short-circuits of personalities. Understand the personalities, the conflict will resolve itself.
The good ones play the game. Champions play their opponents — John Khalkho!
4. Remind people of the bigger objective: It is important to keep reminding people that while discussions and debates are a vital part, they should not become the most important activity. Every thing consumes company time and so does a debate, so people need to have discussions that are constructive.
5. Make the people aware of the policy and procedures frequently: Companies have a code of conduct and this comes into play when people are arguing with each other. A reminder of policies can prevent many conflicts getting out of hand. It will also keep a check on the words people use in their discussions.
6. Ask a neutral person to adjudicate: Like any match, there will be a winner and a loser. However, a neutral referee can pacify the loser to a great extent and give the losing side the much-required comfort. Many conflicts do not get resolved because both parties think that the decision maker is biased and favours the other one.
7. Set a time limit: Like every game, even discussions and debates need to be given a time limit. This way a discussion will remain a discussion and not turn into a sour relationship where each one is seeking revenge and using office as a platform to settle scores.
8. Detox: There is no dearth of people who are by nature very negative. The kind of people who like drama more than the company objective and want to implement everything they watch on TV in the office. People like these will be a major snag to the company. They need to be identified and immediately shown the door. Don’t feel guilty, they are very good at networking and will find a new job before you find a new candidate.
To conclude, you will be seen as a good manager if you can manage conflicts well. But remember, more than the conflict, people will be eager to work for a company that is managing its conflict with the competition.
Conflict is an outcome of a clash of ideas and personalities. But, if your employees see that the customers love your ideas and products, they will be more than willing to put these petty things behind and focus on the company mission.
John Khalkho — CEO: Dolores Education
Photo: Yan Krukov