Conflict Management for Managers

All organizations are made up of people. People are the most important assets of any organizations because without skilled and experience employees, an organization cannot achieve its goals and objectives. However, the known fact is that wherever there are many people, there will be differences in opinions, orientations and belief systems, which might lead to conflicts.

Therefore, handling and resolving conflicts or difficult situations is an unavoidable part of your duties as a manager. It is important for you to handle every conflict situation with caution as it may become a direct threat to your position and authority. A conflict in the workplace might arise from issues on ranks, power sharing, promotion and status which might make resolution difficult and problematic. However, in order to effectively resolve any conflict or difficult situations, you need to be able to spot or identify section or department that may be prone to conflict. These are section or department that are understaffed and are working under pressure as well as area with noticeable strained relationships.

Conflict can be very damaging to your department if left unchecked or unresolved, and it can also impede performance and productivity as well as low staff morale for all employee in the department, including those that are not part of the conflict situations. Therefore, conflicts and difficult situations should be resolved promptly and effectively.

One other thing about conflict is that it can be obvious or hidden. When conflicts are open or obvious, it is pretty easy to deal with, but dealing with hidden conflict is difficult. Knowing what to look for in dealing with hidden conflict will go a long way to help you; when a deserved salary increase is rejected, an employee is passed over for promotion or an earlier agreed vacation period is reversed, those employee affected might not complain openly  but be sure that all is not well underneath in their heart.

How to resolve Conflict and Difficult Situations

1. Pause and get grounded.
If your feathers are ruffled, it's best to take a moment to regroup before having a knee-jerk reaction you might regret later. Breathe deeply to calm yourself. Never be in a hurry to respond in a conflict situation

2. Zoom out to gain perspective. Imagine you are viewing the conflict from a neutral place at a greater distance. Imagine emotionally unplugging or detaching from the situation to increase awareness. Are you really upset about the issue at hand or are you displacing your anger? Make sure you address the appropriate person. Identify the real issue and don't argue about the minutia if there is a deeper core issue that needs to be addressed.

3. Become mindful of your nonverbal communication.
Because much of communication is nonverbal, be aware of your facial expressions, hand gestures, and body language to ensure you are sending the message that you want to be received.

4. Avoid behaviors that add fuel to the fire.
Physical or verbal abuse is never acceptable. Avoid criticism , contempt ,stonewalling and defensiveness behaviors.

5. Reflect empathy.
The ability to show you understand how the other person feels is perhaps the single most powerful communication skill. It allows the person to feel heard and diffuses conflict. You do not have to agree with their perspective, but you can show you understand their feelings.

6. Take responsibility for your shortcoming.
Own-up to your poor attitude or behaviors. It is not a sign of weakness. Make sincere and timely amends and apologies if needed.

7. Use assertive communication.
Avoid being aggressive and don't back to old issues from the past. Articulate a complaint about a specific behavior and express your feelings in a way that is clear, direct and appropriate. Ask for what you need, say no to what you can't do, and be open to negotiation and compromise.

8. Be flexible and open to Others point of View.
You need to be attentive and hear the other person`s view. Then ask questions that would give you information that can help to clarify the differences. Look for the compromise or a win-win position as you consider other party`s perspectives or solutions.

9. Focus on what you can control and let go of the rest.
Attitude matter. Your attitude to how people treat you will determine your reactions. You should know that you can control only your behaviors and responses, but you cannot control how others reacts or behaves or the outcome. You can empower yourself by changing the boundaries of the relationship in conflict or even bring it to an end.

10. Forgive.
Forgiveness is like drinking poison and then hoping it will kill your enemies. Regard negative experiences as opportunities for your growth and be grateful for the learning experience it provide, work towards acceptance, forgive and let go of the past.