Managing Conflict to Avoid Eruptions
While it would be nice to totally avoid conflict, in reality it is part of our human experience. So our secondary goal is to manage conflict so it is only a disruption to our business and not destructive. Keep reading to learn the keys to managing conflict to avoid eruptions and destruction to your pet business.
It may help to think a moment about the benefits of conflict. It can help your business:
- Prevent stagnation
- Stimulate interest and curiosity
- Foster creativity
Maintaining up-to-date key documents on roles, policies and procedures are equally important to reducing conflict in your business. Written documentation is the guiding tool to keeping staff members on the same page.
Make sure you have these key documents in place (check our store for sample documents if you need them)
- Employee Handbook
- Job Descriptions
- Company Policies
- Job Procedures
Now in the rare instance when conflict does surface the key is to handle it skillfully and promptly. Open a dialog right away before conflict builds to a destructive eruption.
Effective conflict management steps include:
- Effective Listening
- Issues Control
- Address one issue at a time
- Break big issues down into smaller chunks
- Start where it is easiest to resolve to mutual satisfaction
- Focus on Emotions First
- Treat other person with respect
- Listen until you experience the other side
- You need to understand their view; you don’t have to agree
- Restate to confirm understanding of core issue
- State your views, needs and feelings
- Be brief
- Be respectful
- Avoid loaded words
- Confirm Mutual Goals and Future Actions of Both Parties
Keep in mind that one successful outcome of conflict can be an agreement to disagree. As long as both parties support the business purpose, culture and goals with open communication and respect there is room for opposing views to coexist.
Some say that the best human relationships exist on the other side of conflict. Accept conflict as a part of operating your business, use these steps and you’ll put the flames out quickly and easily with only a minor business disruption.
