Even the most efficient and co-operative teams will experience tension at some point. And when that tension becomes conflict, you should have a resolution process in place so the team can continue working in a unified, productive manner.
Rosemary Smyth, a Victoria-based business coach, shares the three steps to handling conflict effectively:
1. Decide in advance how conflicts will be handled
Conflict is inevitable, says Smyth. It is best to determine your conflict-resolution process before the first sign of friction.
Keep in mind that there is no single conflict-resolution process for all teams or for all situations. You might be more comfortable letting your team members resolve problems on their own. Or you might prefer an open, group discussion.
For example, you might have a new team member who is upset about a lack of training, but find that he would rather not discuss it in front of everyone. Respect that person’s wish, Smyth says. Your goal is to resolve the problem quickly, which means ensuring that the person who brought the issue forward feels as comfortable as possible during the process.
2. Acknowledge the problem
Whether team members decide to discuss issues privately or publicly, the key is to not allow issues to fester.
“Don’t let it get to the point where you have a list of 80 issues that are a problem for you,” Smyth says.
It is easier to repair a situation if it is dealt with when it happens, and not months later.
Everyone involved in a particular situation should be given the opportunity to state his or her position regarding the issue, the facts that support that position and a possible solution. It is important that the problem is discussed in relation to the way it affects the team. You and your staff must avoid personal attacks.
For example, imagine that some team members have complained that your marketing assistant is always late. In order to properly acknowledge the problem, team members should talk only about how this issue affects their workload, not their personal opinion of the team member’s work ethic. In this case, the problem is that her tardiness delays morning team meetings, which affects others’ ability to complete daily tasks.
Because no one is getting antagonistic, the marketing assistant is probably more comfortable explaining her position: she is the only one who can drive her kids to school, which delays her arrival at the office.
3. Reach an agreement
Your method of arriving at a solution should also be decided in advance. Do you prefer that the team reach a consensus? Or do you, as the advisor, want to decide on resolutions unilaterally?
Even if you feel you should make the ultimate decision, do not disregard your team’s role in trying to improve problematic situations.
“If the advisor has the ‘veto’ vote,” Smyth says, “it’s important he or she gives people the floor [to discuss possible solutions].”
This policy show your team that you are open to new ideas and will demonstrate that they are key to building your business, even if you are the boss.