Resolving Conflicts

Resolving conflicts within a team is probably one of the least favorite tasks for any team manager. Some conflicts should be allowed to work themselves out, but other conflicts can consume the team if they are left unchecked.

Not all conflict is bad. Constructive conflicts can take place in an atmosphere of mutual respect, where the parties involved express opinions and work towards a resolution that is better than what any one of them would have proposed alone. Destructive conflicts, however, need to be watched and managed.

There are several different possible ways to approach a conflict. There are times when each of these is appropriate, but these are listed from most effective to least effective.

• Confrontation. The people involved directly confront the problem and try to work it through.
• Compromise. The parties use give-and-take to try to give everyone part of what they want.
• Smoothing. Areas of agreement are emphasized over areas of disagreement.
• Forcing. A “solution” is imposed from higher up the hierarchy. When this method is overused, a manager will probably be seen as autocratic.
• Withdrawal. Ignoring the problem is usually the least effective way to deal with a problem. Most problems get worse when ignored, not better.

There are times when each of these approaches is valid, but the strongest managers will try to directly confront problems when possible and reach compromise solutions when necessary. Forcing may be needed from time to time, but should be used sparingly.