Conflict resolution training for managers

Conflicts within teams are more common than most organisations admit.

There can be so many complexities and variables to the conflicts; personality clashes; strong minded individuals; passive aggressive behaviour etc.

The challenge comes with coming to a resolution, as that often means some form of compromise. And some individuals see that as losing!

The best foundation for conflict resolution is having a psychological safe culture in place. This helps set a framework and a guideline as to how to have conversations in general.

If this is not something your organisation has in place, putting aside the performance perspective, the financial cost to your organisation from psychological injury claims standpoint can be anywhere from $65,000 to over $288,000 per individual claim*

Presuming you have a psychological safety culture in place, my key steps to resolving conflicts area as follows -

(1) Address the issue as soon as possible. Do not avoid the situation, as you are looking to tackle the friction before it turns into resentment.

(2) Focus on the problem, not the personality. You are seeking to understand the issue, not get fixated on the individuals. The conflict can be seen as a ‘situation’ that needs to be resolved, not as an individual per se.

(3) Active listening. You are seeking to understand individuals perspective without having a reply at the ready. Your reply will come naturally if you can really hear the words, adjectives, common themes being used.

(4) Co-create a solution. Both parties need to come to the table to find a solution that also reflects the organisations values, which, in a psychological safe environment, should align with theirs too.

(5) With identifying the issue; making it an entity of it’s own and not personal; seeking to understand both parties frustrations; co-creating a solution; the final stages are - document where the process may have broken down; document the next actionable steps that have been agreed upon; schedule follow-ups; acknowledge that the conversation may have been uncomfortable and you appreciate the members involved for handling the issues constructively and professionally.

Having a psychological safe culture does not mean that there are never disagreements or uncomfortable/difficult conversations, it simply means that there is a safe environment in which to have the areas discussed without ever making them personal.

* https://www.ausrehab.com/blog/the-hidden-cost-of-psychosocial-hazards-at-work/