Conflict resolution can be conducted through a variety of techniques. The technique I follow relies heavily upon feedback. It is vital to gain feedback and understand the context of the situation. Next, use an example of conflict as a result of that particular behaviour and go over the result and its impact.
1. Using Feedback to Resolve Workplace Conflict
An average workplace sees people come together from all walks of life, each with different
working styles, thoughts or personalities. With so many unique individuals working together, it is
inevitable that they might not agree on occasion. This conflict, when addressed properly, is not
necessarily a negative thing. It presents an opportunity for improvement and business leaders
who learn how to resolve conflict efficiently can ensure continued productivity, professional
growth and strong relationships.
Facilitating Resolutions
Having worked with senior individuals and business leaders for years, I’ve seen them face
issues with peers or don't speak freely. In situations such as these, my goal as a facilitator is to
coach people through examples, remind them of the larger goal and discuss the impact of the
conflict.
Conflict resolution can be conducted through a variety of techniques. The technique I follow
relies heavily upon feedback. It is vital to gain feedback and understand the context of the
situation. Next, use an example of conflict as a result of that particular behaviour and go over
the result and its impact.
While the goal might be to resolve conflict, our objective is to coach leaders and professionals to
be courageous and overcome inhibitions. Instead of acting as a mediator, we facilitate an
environment in which resolutions can happen. If two co-workers do not see eye-to-eye,
encouraging them to approach each other and have a courteous discussion is much more
effective at coming up with mutually acceptable resolutions.
Managing Personal Conflict
When facing conflict yourself, wait a day or two, and think over the issue. Find out the reason for
a certain reaction and your feelings on it. Ask yourself questions like, ‘what does it mean?’,
‘what was the feedback?’ and ‘what feedback do you have for the other person?’.
Once that is sorted, have a conversation with the person and speak openly, whether it be a
senior or junior. Acknowledge the disagreement and that communication, or lack thereof, could
have led to the conflict. The conversation could go start off with something simple like, ”I'd like to
talk about what happened the other day.” Try to find out what exactly was it like for the other
person and the reasons for landing in that particular context.
Remain Calm
Practice active listening by concentrating fully on what the other person is saying and
understand and respond to it. Ask questions and listen carefully to the responses. If the person
you are speaking with provides examples, use them to determine the nature of the conflict
without getting defensive. No matter what they say, it's important to remain open and non-
judgemental. Accept it without debate or clarifications at that moment. Once feedback has been
shared on both sides, find a suitable solution or alternative to avoid further conflict.
2. This technique has generally seen very positive results. The key is to be transparent and
genuine. If you have a perception about a person’s behaviour, it is better to address and resolve
it without letting the situation escalate or a misunderstanding take place.
Aligning with Stakeholders
Feedback can also be used to clear unresolved issues. Identify key stakeholders and be
genuine and transparent with them. When I work with a stakeholder or colleague, it is very
important that I align myself to them. The feedback approach works well here too, without being
obvious about it. It is important to set aside some time to tell them how valuable they are, and
the role they play in my immediate circle. Explain that you value their relationships inputs or
feedback and ask for their feedback on positives and areas of improvement.
It takes courage to resolve conflict, be authentic and accept your own mistakes. Question
whether you are being authentic, practising self-awareness to know when your communication
could have been better. If you are self-aware and genuinely invested, resolving conflict has the
power to strengthen bonds between the affected people and lead to personal growth.
What approach do you take to resolve conflict? Let me know in the comments below.
Seetha Rani KP is an HR Director at Honeywell Technology Solutions. You can contact her on
seethz@yahoo.com