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You’re a manager who needs to improve innovation in your airline. How can conflict resolution skills help?

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Innovation is vital for any airline that wants to stay competitive and deliver value to customers. But innovation is not easy, especially in a complex and dynamic industry like aviation. You need to foster a culture of creativity, collaboration, and experimentation among your employees, and that means dealing with conflict effectively. Conflict resolution skills can help you manage disagreements, tensions, and differences that may arise during the innovation process. Here are some ways how.

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Alagie Jeng

Head of AVSEC/FAL,Gambia CAA, AVSEC-PM,CERTIFIED ICAO AVSEC Instructor/USAP CMA Auditor, AFCAC AFI-CES(AVSEC),National…
Jaishankar Babu
Mahtab Gholami

Branch Office Management|Airport flight operations|IOSA Auditor|Customer…

1 Identify the sources of conflict

Conflict can stem from various factors, such as personality clashes, resource constraints, unclear goals, or divergent opinions. As a manager, you need to recognize the signs of conflict and understand its root causes. This will help you address the issues before they escalate and damage the innovation outcomes. You can use tools like SWOT analysis, stakeholder mapping, or feedback surveys to identify the sources of conflict and their impact on your team.

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Jaishankar Babu
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- Start by assessing the current state of your teams. Use surveys, interviews, or facilitated discussions to gather insights on team dynamics, communication barriers, and any existing conflicts. - Evaluate the performance of your teams in recent projects. Look for signs of strained communication, lack of collaboration, or instances where creativity and innovative thinking were stifled.

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2 Communicate openly and respectfully

Communication is key to resolving conflict and fostering innovation. You need to create a safe and supportive environment where your employees can express their ideas, concerns, and feedback without fear of judgment or retaliation. You also need to listen actively and empathetically to their perspectives and acknowledge their contributions. By communicating openly and respectfully, you can build trust, rapport, and mutual understanding among your team members and encourage them to collaborate and innovate.

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Jaishankar Babu
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- Effective conflict resolution improves communication within the team. Clear communication is essential for sharing ideas, feedback, and information related to innovative projects. - Establish channels for transparent communication to ensure that everyone is informed and engaged in the innovation process.

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3 Encourage constructive criticism

Criticism is inevitable in the innovation process, as you need to evaluate, test, and refine your ideas. However, criticism can also trigger conflict if it is delivered or received poorly. As a manager, you need to encourage constructive criticism that is focused on improving the idea, not attacking the person. You also need to teach your employees how to give and receive feedback effectively, using techniques like the sandwich method, the SBI model, or the STAR method.

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Mahtab Gholami

Branch Office Management|Airport flight operations|IOSA Auditor|Customer Services|Sales&Marketing|Negotiation&Contract|Team Leadership|Flight Attendant|Business Communication|Air Transport Competency Assessment|
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When employees receive constructive criticism from their manager, they understand that the manager wants them to succeed and isn't attacking them personally. It also shows them that their employer trusts them to do the work needed to improve.( Builds trust )

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4 Manage diversity and inclusion

Diversity and inclusion are essential for innovation, as they bring different perspectives, experiences, and skills to the table. However, diversity and inclusion can also create conflict if they are not managed well. As a manager, you need to promote a culture of respect, appreciation, and belonging among your employees, regardless of their backgrounds, identities, or preferences. You also need to ensure that everyone has equal opportunities to participate, contribute, and benefit from the innovation process.

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Alagie Jeng

Head of AVSEC/FAL,Gambia CAA, AVSEC-PM,CERTIFIED ICAO AVSEC Instructor/USAP CMA Auditor, AFCAC AFI-CES(AVSEC),National AVSEC/FAL INSTRUCTOR,Global Goodwill Ambassador-GGA,MBA,Aviation Security specialist,
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'Just Culture' meaning open communication, sensitization of company policy, fair(based on merit not personal)treatment, empathy, demonstrating of appreciation (visible)and maintaining confidentiality are among the critical aspects to consider.

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Jaishankar Babu
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- Addressing conflicts promptly and fairly contributes to higher employee engagement. Engaged employees are more likely to be invested in the success of the airline and contribute innovative ideas. - Foster a sense of ownership and empowerment among employees, making them feel that their contributions matter.

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Aderemi Aderinkomi

Transportation Security Specialist, Certified Protection Officer, ICAO AVSEC National Instructor, Aviation Security Inspector/Special Intelligence Agent & Investigator at Nigerian C.A.A.
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A servant leader approach will encourage employees to be independent and deploy personal initiatives, talents, and skills which will in turn drive novelty and innovation. A just, fair and equitable reward system will also encourage higher productivity as well as foster inclusiveness, this will inturn enable the harnessing of work place diversity towards the organization objectives.

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5 Use conflict resolution strategies

Sometimes, despite your best efforts, conflict may still arise and affect your innovation goals. In that case, you need to use conflict resolution strategies that can help you restore harmony and productivity among your team. You can use methods like negotiation, mediation, arbitration, or facilitation to help your employees reach a mutually acceptable solution. You can also use frameworks like the Thomas-Kilmann model, the interest-based model, or the circle of conflict model to guide your conflict resolution process.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You’re a manager who needs to improve innovation in your airline. How can conflict resolution skills help?

1

2

3

4

5

6

1 Identify the sources of conflict

2 Communicate openly and respectfully

3 Encourage constructive criticism

4 Manage diversity and inclusion

5 Use conflict resolution strategies

6 Here’s what else to consider

Airline Management

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You’re a manager who needs to improve innovation in your airline. How can conflict resolution skills help?

1

2

3

4

5

6

1 Identify the sources of conflict

2 Communicate openly and respectfully

3 Encourage constructive criticism

4 Manage diversity and inclusion

5 Use conflict resolution strategies

6 Here’s what else to consider

Airline Management

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