RESOLVING CONFLICT

Standard

KEYS TO RESOLVING CONFLICT

Once managers understand conflict, and how it arises, they can start to build an environment that encourages conflict resolution. Shearouse suggests managers start by focusing on the following:IMG_6946

* Trust

* Apologies and Forgiveness

* Anger

* Humor

* Time

Building Trust 

If trust is so critical, how do managers establish it, and then how do they keep it? Shearouse suggests they start by understanding three categories of trust: reliability, competence, and caring.

1. Reliability. Reliable managers are clear about what they are committed to, and what they expect of others. These managers keep their commitments. Reliable managers are also stable managers. Employees respond to consistency in the boss’s behavior and mood. If the boss is unpredictable, distrust mounts.

2. Competence. Those new to managing people need to acknowledge that a new skill set is needed, and find a way to hone those new skills. Employees need to trust that the manager has the skills to lead the team.

3. Caring. Employees need to know that their managers care about them as people–about their career development, and even their personal lives–not just the role they play. Managers need to respect people for who they are. Listen closely to staff, and keep them well informed.

Apologies and Forgiveness 

Apologizing and forgiving are critical to working through workplace conflicts. They can be the difference between moving forward, or not. Shearouse believes that an apology that is heartfelt and convincing can begin to rebuild relationships.

Managers should set the tone with apologies and forgiveness. When employees see the manager apologizing for mistakes, and forgiving others, they will do the same. And with apologies and forgiveness, strong bonds between staff will begin to emerge.

Rethinking Anger 

Anger can wreak havoc in conflict resolution. Therefore, understanding anger and how to work around it is an important conflict-resolution skill. Emotions are inescapable, and they will play a role in everyday interactions, so managing their energy becomes crucial. Their energy is not always negative, as emotions provide the jumpstart needed to take action and make decisions. But emotions can also lead to “emotional highjacking”–when the emotions take over the thinking, reasoning part of the brains. To properly resolve conflicts, managers must understand emotional highjacking and know how to get past its effects.

Shearouse points out that it is important to note that anger is not automatic. Rather, it is a secondary response to other emotions. Consequently, understanding the emotions that cause anger will help manage conflict more effectively.

A Sense of Humor 

A sense of humor can go a long way in dealing with difficult workplace issues. First, it keeps things in perspective. Sometimes, everyone just needs to take a step back and laugh to ease the tension and move forward. Second, managers who laugh at their own mistakes will create an environment where everyone feels like they can admit to being human, making mistakes, and moving on. Third, laughter can actually improve the thought process. Shearouse suggests that laughter brings oxygen to the brain and helps clear up clouded thinking. Finally, humor can help deliver tough messages more easily.

Time 

Patience is truly a virtue when dealing with conflict. Conflicts are much less likely to escalate if both parties step back and slow down their reaction times. People need time to absorb information and see things from another perspective.

Managers should let time heal hurt and wounded egos, and avoid trying to solve conflict when the hurt is fresh. This is especially true when criticism and complaints are involved. People should not respond right away to negative feedback, but rather take the time to process and absorb the information without emotions getting in the way. The same goes for bad news–loss of a promotion, a reorganization, etc. When faced with bad news, people need time and space to grieve.

Advertisements

About anubhamauryawalia

Anubha, a Trainer, Facilitator & OD&L Professional is a prolific Human Process Interventionist, created PRISM Philosophy, ( Prepare. Respect. Implement. Share. Maintain) carries 18 years of rich experience have worked with top of the line blue chip organizations like Honeywell, ICICI Bank, Moody ICL Certification were she was heading ODL, Trainings & Quality verticals. Her areas of expertise include human process intervention, Organisation Development, Change engagement Learning, Team building, POSH and Quality implementation. She is Consultant as Change Engagement & Learning for OD and delivers corporate training programs at national and international platform and First lady from India doing research on FOLLOWERSHIP. She is the Self-Discipline Strategist who relates profound truths coupled with humorous anecdotes empowering professionals to conquer their apprehension. Her work involves direct observation, real time feedback, experiential learning and coaching following Andragogy principles. Self-directed and self-motivated, Charismatic and persuasive, with the ability to rely on logic and facts to support her positions. In times of pressure, tend to be objective in her approach and direct in her communication. Naturally, optimistic, you seek out the possibilities in life. Her creativity and ability to solve problems are some of her greatest strengths. This paired with drive, vision, and methodical approach allows her to create new opportunities, keeping her experiences fresh and exciting. Preferring to develop new ideas rather than maintaining systems already in place. Bold person, whose character is marked by originality, expressiveness, generosity, determination, and a keen eye for details Natural born communicator and an adept social navigator, often others will sit by, engage new people or invite others in to make them feel at home. With a talent for creative reasoning and big picture thinking, she is a great innovator and are typically seen this way by others. Her energy and forward thinking can generate a team-oriented environment, helping to accomplish goals by motivating others, while creating an atmosphere that is fun and exciting.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s