“Not finance. Not strategy. Not technology. It is teamwork that remains the ultimate competitive advantage, both because it is so powerful and so rare.” (Patrick Lencioni)
What Is Workplace Conflict?
At a first search on the web about workplace conflict, the questions that instantly pop in as results are pretty straightforward: How to reduce workplace conflict and stress? Why is workplace conflict terrible? What causes workplace conflict? A need to answer these questions has never been more acute.
Miscommunication appears to be the main cause of workplace conflict. And what helps fuel miscommunication in the first place is confusion in general, especially over who is supposed to be doing what in terms of tasks or duties.
Yet, when it comes to addressing conflicts caused by miscommunication, a recent study revealed that approximately 57% of respondents received no formal written procedures for handling conflict. People try to avoid conflict at all costs. But conflict is ordinary, and many issues can cause it within organizations.
Fortunately, this article reveals multiple solutions to minimize and resolve conflict situations. Let’s put it this way: today’s managers and HR representatives need to roll up their sleeves and learn new best practices.
Answer These 5 Questions
Patrick Lencioni has coached thousands of CEOs and management teams as the president of the management consulting firm The Table Group. What he discovered over the years were bright patterns in the behavioral tendencies that constituted the majority of team breakdowns. He even wrote a book about it.
In his words, you should ask yourself and your team these five questions:
- Do your team members openly and readily disclose their opinions?
- Are your team meetings compelling and productive?
- Does your team come to decisions quickly and avoid getting bogged down by consensus?
- Do your team members confront one another about their shortcomings?
- Do your team members sacrifice their interests for the good of the team?
The reason why it is essential to answer these questions is that, according to Lencioni, there are five dysfunctions of a team, and they look like this:
Inattention to results
Avoidance of accountability
Lack of commitment
Fear of conflict
Absence of trust
„In the context of building a team, trust is the confidence among team members that their peers’ intentions are good, and that there is no reason to be protective or careful around the group. In essence, teammates must get comfortable being vulnerable with one another.“ (Patrick Lencioni, The Five Dysfunctions of a Team)
It all starts with a strong foundation. In a competitive environment, team members can often be rivals, especially when it comes to career development. But people are not very comfortable to trust a teammate that can outperform them.
There are solutions, though. Various methods include team effectiveness exercises and 360-degree feedback. But perhaps the essential part is the leader’s determination to make this behavioral pattern a top priority. Two ways to do it is by making very clear expectations and addressing those among the team members who continue to provoke the absence of trust.
As a mediator between employees and managers, the HR department has the responsibility of addressing conflict, when:
- Employees are threatening to quit over a problem
- People take disagreements personally
- Conflicts are affecting the morale of the entire team
So, what can you do in a conflict situation?
The 7 Steps
Conflict at the workplace can be resolved in creative and intuitive ways when communication is right. Start with a basic understanding of the problem and follow the seven steps whenever an issue arises.
Step 1: Address the conflict as soon as possible
Talk with employees straightforwardly. A meeting offers a neutral space where you can set ground rules: all parties should treat each other with respect and make an effort to listen and understand.
Step 2: Validate everyone’s feelings
Acknowledging and validating everyone is a must. Ask each participant to describe the conflict using “I” statements instead of “you” comments and focusing on specific behaviors rather than people.
Step 3: Start a positive group discussion
It is crucial to listen to each person and understand their perspective actively. If people feel heard and know that their opinions matter, the review will be fruitful.
Step 4: Set specific goals
A neutral mediator can set goals for all parties so that everyone knows what to say and how to handle the situation effectively.
Step 5: Find the roots of the conflict
Once the participants become emotionally available for a constructive dialogue, ask them when the battle started to discover the actual problem. Obtain agreement from all participants.
Step 6: Brainstorm solutions
Creatively brainstorm solutions and rule out any unworkable options. Finally, summarize all the possible ones and assign further analysis to individual participants.
Step 7: Conceive & implement a formal resolution plan
Creating a signed resolution plan is perfect in documenting the incident and having a clear view of the solutions for all participants. Make sure everyone agrees on the next steps and work to resolve the issues.
Ultimately, there are various ways to encourage, reward, and thank people who are willing to support their position. To name a few, you can use a recognition system, a bonus system, a benefits package, and performance management processes. In the meantime, keeping an eye on how to avoid miscommunication also means investing in good project management software.
