Conflict resolution in the workplace

Hello, my soon-to-be conflict resolution enthusiasts,

Today’s thought of the day is conflict in the workplace. I am sure we have encountered or witnessed a situation where an angry employee disrupts the natural flow of the workplace. Maybe we are guilty of being the angry employee. No matter which side of the fence you are on, conflict is sure to show its ugly head. I am here to tell you, you have options and alternatives to dealing with these situations.

Conflict is a part of everyday life. The best way to approach conflict is by dealing with it. If I was a manager of an organization receiving complaints about a disgruntle employee, I would take certain steps to deal with the situation. In a similar scenario, the employee’s attitude has probably escalated to the point of creating an overall hostile environment in the workplace. Hostility causes a stressful environment for everyone.  A manager must respond immediately to avoid having things escalate to the point of someone getting hurt. Here is my response to this situation:

My first response is to incorporate the S-TLC System, Stop, Think, Listen, and Communicate. This is the best way to make effective decisions. I would “Stop” to take a moment to clear my mind. Then “Think” of how I would want to approach the situation and what I would want to say to the employee. Accomplishing these first two steps is important before meeting with the employee.

My next course of action is to meet with the employee. A meeting provides a good opportunity to lay everything out on the table. This would be a good time to incorporate the third step, “Listen.” A manager should always take the time to hear the employee’s point-of-view. Listening shows neutral concern, respect for the employee, demands respect from the employee, and defuses the situation.

After the employee has finished speaking and I have practiced my effective listening skills, I would incorporate my last step to the S-TLC System, “Communicate.” This would be the best time to share my thoughts on the situation. I would use I-statements to keep the employee calm and avoid adding tension to the situation. I would respond to the employee by saying, “I make sure I am available to all employees to share their thoughts, ideas, and feelings. I take special interest in making sure veteran employees like you; continue to have success with this company by leading by example. Most of all, I have to make sure all of our employees can work together as a team. Recently, I have noticed a change in our team environment. It is hard to thrive as a team if we cannot communicate with one another. I understand your frustrations.  Maybe there is a way we can work together to make our work environment comfortable for everyone. Teamwork is the best way to keep this organization moving. If an employee cannot perform to the best of his or her ability or unable to work in a team environment, then there is no reason for continued employment with this organization.”

This is a simple example of how the meeting would flow. After my statement, I would give the employee an opportunity to comment and offer ideas on a way to solve the problem. The authors of Managing Conflict through Communication suggests, “Communication is not a one-way street: Just because you act competently doesn’t mean you will resolve your conflict well. It takes two people to make the conflict and two people to manage or resolve it (Abigail & Cahn, 2011, p. 69).

       

I hope you have learned something new about managing conflict in the workplace. Feel free to incorporate the S-TLC System and I-statements in and out of the workplace. Dealing with conflict takes practice, but dealing with it is always better than avoiding it. Remember conflict is everywhere waiting for an opportunity to explode. Do not let conflict get the best of you; get the best of it.

Happy Resolutions,

Noelle

References

Abigail, R. A., & Cahn, D. D. (2011). Managing Conflict Through Communication. Boston: Allyn and Bacon.