Conflict Resolution in the Workplace
Conflict Resolution in The Workplace by James C. Melamed
Conflict is an inevitable part of our workday life as different values and points of view provide richness and tension. When, however, conflict affects the productivity of a work group, team morale and/or services provided to customers, management needs to take an active role in promoting the resolution of the conflict. Here are some suggestions in considering how to address conflicts in the workplace.
How do you determine the best process for dealing with workplace conflict?
■ If the source of the conflict is one individual and how they are relating to others, or not working up to expectations in the workplace, it is more appropriate to deal with this as a performance issue. EAP may be called by the manager for consultation on how to approach this process.
■ If the conflict is between two people (co-workers, or a supervisor and an employee they manage) and there appears to be a variety of issues involved beyond performance issues, it may be best to use mediation. This process would require both individuals to voluntarily enter into the process, working with a facilitator to assist them to reach mutually acceptable agreements to resolve the issues.
■ If the root of the problem is not with the individuals themselves but as a result of broader system issues impacting individuals and the group dynamics, Group Facilitation may be most appropriate. Examples of these kinds of issues would include situations where there has been significant change, roles are not clearly defined or understood, there has been change in leadership styles, departments have been merged or overlap functions, and/or communication has generally broken down within the group.
MEDIATION SERVICES
When interpersonal disputes arise between co-workers or managers and the employees they supervise, and they are not able to be resolved one-on-one, they can have a detrimental effect on the workplace. Some of these conflicts end up as costly litigation cases which could have been prevented.
Mediation offers a structured process for dealing with these conflicts. A neutral trained mediator can assist the individuals involved by clarifying the issues, helping each understand the others’ interests in the situation, and helping them work together to problem-solve and come up with mutually acceptable agreements. Participants may choose to select a mediator who has a solid understanding of workplace issues or a mediator who will refrain from making substantive recommendations.
Benefits of Mediation Services in the Workplace:
■ The parties are involved in the process of coming up with their own resolution of the problem. This creates longer-lasting results.
■ Communication between the participants is opened up; cooperation is fostered.
■ The confidentiality of the process creates a safer environment for exploring issues without fear of the impact of “airing dirty laundry” on their future at the company. Mediation discussions and materials are typically not included as part of any evaluation nor are they admissible at any potential subsequent contested hearing.
■ The company has a way to deal with the problem affecting the workplace and potentially avoid costly litigation.
Kinds of Issues that may be Appropriate for Mediation:
■ Personality and communication conflicts between employees that have not been resolved with the help of the manager or human resources.
■ “Grey-zone” cases where issues of possible discrimination, bias, and harassment are involved that if not addressed could result in future claims.
■ Conflicts between managers and employees that have resulted from unclear expectations, system changes, or process related issues where distrust and poor communications have developed.
GROUP FACILITATION SERVICES
Employee ownership of organizational goals is increased by involving staff in processes which encourage participation in decision making and problem solving.
Conflict within or between departments, divisions, or work teams can cause significant decreases in work productivity. The Mediation Center can design and facilitate a process that creates a safe place to focus on what is not working in the group, and help the group find ways to bring new focus and clarity. Cooperative agreements, participative structures, and strategies for dealing with future conflicts can be agreed upon.
Benefits of Group Facilitation Services:
■ Allows all members to be involved including managers.
■ Improves productivity and working relationships.
■ Provides a safe forum for talking out issues and creating a plan to deal with these issues in the future.
■ Keeps the group on task, and able to find creative solutions.
■ By creating an experience where open discussion and agreement can happen, the group learns ways to continue this kind of communication process in the future.
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