As a facility management (FM) team leader, you may face various conflicts among your staff, clients, or suppliers. Conflicts can arise from different expectations, goals, values, or personalities, and they can affect the quality, productivity, and satisfaction of your work. How can you resolve conflicts effectively and constructively? Here are some tips to help you manage conflicts in FM.
The first step to resolving a conflict is to identify its source and nature. Is it a factual dispute, a procedural issue, a relational problem, or a value clash? What are the underlying needs, interests, and emotions of each party? How does the conflict affect the FM objectives and outcomes? By clarifying the source of the conflict, you can better understand the situation and avoid assumptions, biases, or miscommunication.
Facility Management (FM) team leaders can resolve conflicts effectively by promoting open communication, active listening, and conflict resolution training. They should act as mediators, establish clear policies, and define roles to prevent misunderstandings. Encouraging collaboration, seeking win-win solutions, and documenting agreements are essential. Follow-up and support ensure implementation, while fostering a positive culture reinforces constructive behaviors within the team.
The second step to resolving a conflict is to communicate respectfully and openly with the parties involved. Listen actively and empathetically to their perspectives, concerns, and feelings. Acknowledge their viewpoints and validate their emotions. Express your own thoughts and feelings clearly and calmly, using "I" statements and avoiding blame or criticism. Seek to understand before being understood, and avoid interrupting, judging, or dismissing others.
The third step to resolving a conflict is to explore solutions that can satisfy the needs and interests of all parties. Brainstorm ideas and options together, without evaluating or rejecting them at first. Focus on common goals and shared values, rather than differences or positions. Look for win-win outcomes that can benefit everyone and enhance the FM performance and relationships. Be flexible and creative, and avoid imposing or compromising your own solutions.
I would start by checking in with those involved in the conflict to assess what they have done to resolve it. if they had made no such effort, have a conversation about doing so. we want to motivate our team members to be part of the solution rather than part of the problem. If your team is conditioned to make an initial attempt to solve a given challenge prior to your involvement, it will help them develop critical thinking skills. You can certainly offer your perspective but only after you've had a conversation about what they have done to resolve the issue on their own.
Facility Managers always look for win win situation, Suppose there is conflict between union and other staff about transport route, pick and drip, union want one route because that is easy for union employees and hard away from other employees, Facility managers will make them sit and select third route which is easy for both parties. it is is win win situations. in this way there are many examples.
The fourth step to resolving a conflict is to negotiate agreements that are fair, realistic, and acceptable to all parties. Evaluate the pros and cons of each solution, and consider the feasibility, impact, and consequences of each option. Discuss the criteria and standards for choosing the best solution, and agree on the roles and responsibilities of each party in implementing it. Establish a timeline and a monitoring mechanism for the agreement, and document it in writing if necessary.
The fifth step to resolving a conflict is to follow up and provide feedback on the implementation and outcome of the agreement. Monitor the progress and performance of each party, and provide constructive and positive feedback. Recognize and appreciate the efforts and achievements of each party, and celebrate the success of the agreement. If there are any issues or challenges, address them promptly and collaboratively. Learn from the experience and improve your FM practices and skills.
The sixth step to resolving a conflict is to prevent future conflicts by building trust, respect, and collaboration among your FM team and stakeholders. Communicate regularly and effectively with all parties, and share information, expectations, and feedback. Encourage diversity, inclusion, and participation in your FM team, and value the contributions and opinions of each member. Foster a culture of learning, innovation, and improvement in your FM team, and seek feedback and suggestions for enhancing your FM services and processes.
I would see if the rule/SOP are followed or not: Most of the time there expectations that are to be satisfied, When there is conflict one of them might be expecting something but not following SOP. Better to inform respectfully what SOP says or law says.