How to Handle Conflict Situations
- 1). Find the source of the conflict. This doesn't necessarily mean understanding whether the employees like each other. Ask them what they are conflicting about, whether it is job-related or a personal issue. You may find that employees generally like each other but are still conflicting over a simple business issue. Resolving their problem prevents them from developing a personal conflict.
- 2). Take the observer approach. Do not interject too much as a manager. Let the employees express themselves in turn so you can understand where each person is coming from. Facilitating conflict resolution instead of actively managing it helps you get to the bottom of the situation faster. Employees might not be as open if directly questioned by management. Let them converse with one another in a guided way.
- 3). Understand each side of the conflict. Take notes. According to the University of Wisconsin, employees should make "I" statements. They should be speaking for themselves and not about other people. If someone says a fellow employee "just wasn't doing his job," for instance, encourage a rephrase. This could be better phrased, "I did not get see her completing her tasks. If she was working, I didn't see it." Respectfully asserting their own side of the story without creating any more hostility resolves the situation more easily.
- 4). Identify each party's interests. A simple example is workers who share their workspace, conference tables and brainstorming areas. If one worker wants more workspace, this may result in frustration over how much space another uses. The interest of the person initiating the conflict is simply to have more workspace, not to deny the other their allotted amount. Make an informal rule as to how much space each person is allowed at the table.
- 5). Lead both parties to a compromise. If one worker likes to listen to music in her cubicle and the other is bothered by the noise, have the musical employee use headphones. Guide both parties to communicate their understanding toward one another. The employee who does not like music should make it clear that he does not take it personally. The employee who listens to music should apologize for any disturbance and express her good intentions.
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