Your team is experiencing a conflict. What are the most effective tools to resolve it?

Algo que percebo na minha prática clínica e que atrapalha na resolu??o de conflitos, é a imposi??o de ideias. Impor sua opini?o pode levar à intolerancia e ao fechamento mental, pois você n?o está aberto a considerar diferentes perspectivas. Isso pode limitar seu crescimento pessoal e impedir a constru??o de pontes com outras pessoas, além de fazer com que as pessoas possam sentir-se desrespeitadas ou ignoradas. Um ambiente hostil pode prejudicar o andamento em encontrar solu??es.

A team conflict conceptually consists in a momentary lack of a commonly accepted framework of values that act as criteria to understand, process and decide upon a certain issue. From this perspective, conflicts arise when different criteria are used to interpret a certain situation or a decision making. To resolve this issue, someone needs to establish or reinvent commonly accepted framework of values. This approach, that focuses both to the destination (vision) and in the path (method) for doing anything, allows a drastic reset in all behaviors, that will finally lead in a natural convergence to a dimension that best fits to the enterprise culture, mission, and every day operative fashions.

The causes of conflicts usually lie in a combination of different areas, e.g. unsuitable organizational structure, unclear roles and responsibilities, faulty processes and workflows, inadequate tools, unresolved interpersonal problems, workload (too much/too little), insufficient skills and competencies. Depending on where the focus lies, different approaches may be appropriate. No matter how we proceed: In-depth listening, giving everyone a voice, methods such as "non-violent communication“, and impartiality are key essentials for resolving conflict!

Effective conflict management in teams is all about balancing task orientation with relationship building. Leaning too heavily on relationships can diminish efficiency, while an excessive focus on tasks may erode the humanity that keeps a team united during conflicts and difficult times. The ideal approach blends both, ensuring tasks are accomplished without undermining interpersonal connections. A team leader's role here is pivotal. Integrating coaching and mentoring with the cultivation of this balance between tasks and relationships enables teams to navigate through conflicts that are managed in a collaborative problem-solving manner with mutual respect.

Conflict is a signal that additional communication may be needed. With a few more minutes clarity may become possible so whomever is involved can move forward.

Every person handling a team has to be aware of the strengths and weaknesses of each individual in the team, at least on a superficial level. The best approach for conflict management always begins by understanding the people you are talking to and how an action will impact them. The team will have an easier time handling anything if it feels like it's being treated fairly and the contrary is true where the team will perform poorly if they think they are being treated unfairly. One good example of this is that if you allow one person in a team to get away with a constant bad habit (for example arriving a little bit late every day) others in the team will lose morale and might start to do the same as they see there are no consequences to it.

Active listening is your Swiss Army knife in conflict resolution. It’s all about hearing not just the words, but the emotions and intentions behind them. This means no interruptions, reflecting back what you’ve heard, and asking clarifying questions. It turns a confrontation into a conversation. Articulate your perspective as clearly as a pilot announces the flight path. It’s not about being confrontational but being clear and assertive. Share your thoughts, feelings, and the impact of the situation on you and the team. Being open about your stance can pave the way for mutual understanding.

People express their needs all the time and we have to listen. Not pretend to listen, but actually hear what the other person tells you. Moreover, one should always try and identify their starting position, needs and reasons for stating said position. Conflict resolution, for me, never is judging who is right and who is wrong, but trying to make both sides see emphatically where the other side is coming from and finding common ground and understanding. Only if there are no winners and no losers is the issue resolved successfully.

Without active listening nothing would make sense in resolving internal or external conflicts. As you listen you may need to jot some physical notes to puzzle the root cause as the discussion progresses. What we as humans often do, and it's natural, is talk a lot, but listen less. As an experienced complaints handler all I can say is Listen more Talk less, keep to the Facts, comply with the internal procedure for external or internal stakeholder complaint/ conflict resolution processes and soberly apply them. Great leaders are not born, they are forged in the bellows of life, be the example you want people to emulate. Diplomacy is key in any conflict resolution. Don't try and find excuses, but find solutions, and be accountable.

Finding common ground is like finding an oasis in a desert. It’s the shared values, goals, or concerns that everyone can agree on. Highlight these areas of agreement as a foundation to build upon. It’s a reminder that, despite the conflict, everyone is part of the same team working towards the same goals. Post-conflict, keep an eye on the situation like a lifeguard watches swimmers after a rescue. Ensure the agreed-upon solutions are implemented and that tensions don’t flare up again. This follow-up is crucial; it shows commitment to the resolution and helps reinforce a culture of accountability.

To ensure the conflict is resolved and the solution is implemented effectively, it is vital to establish clear actions, roles and responsibilities, and deadlines for all parties involved. To boost the team’s morale, it is essential to foster transparent communications and acknowledge and recognize the efforts of all parties. This helps create a positive workplace environment and reinforces team collaboration. Also, it is critical to evaluate the impact and outcomes of the implemented solution and make any adjustments, if necessary.

Here is one of my go-to difficult conversation tools. Use “Yes, and” rather than “Yes, but”. It changes the tone of the conversation significantly. Example: “Yes, your project was great, but it could have been better.” Try this instead “Yes, your project was great, and let’s talk about how it can be even better.” Also, I highly recommend a small book from Harvard Business Review (HBR), “Difficult Conversations: 20 Minute Manager.” Harvard Business Review Press, 2016. HBR has a million helpful articles and resources on this topic.

Don't forget to reflect on the conflict resolution process itself. What worked? What didn’t? This meta-analysis will be your guide for handling future conflicts. And remember, sometimes conflict can be constructive, leading to innovation and growth, so don’t shy away from it – manage it wisely.

. Have a neutral facilitator for the group’s conversation. . Ensure the group is clear on the issues. . Ask the group to select a main spokesperson who will present the issue/issues. . Have them express those issues one by one and address each issue separately. After the spokesperson has presented the issue, invite other members to express their concerns and ideas about the matter. . Have a note taker, to record the issues, ideas and conclusions or items to be discussed later. . Submit a final report detailing what was discussed and any action items developed as a result of the meeting. The actions items should have specific dates to accomplish or a timeframe to revisit any pending items. . Follow up on how things are going

Agree the terminology and challenge the assumptions. I expect if I ask them why they were shouting they would say they were talking loudly. Was there anything else happening which made you choose that description? When you say they are always shouting, is that the only way they ever communicate with you? Getting clarification can help people to see how they are naturally seeing a situation in a negative way because of the person involved. It can also strengthen an argument as it prevents others hiding behind the nuances of words, and helps keep people focused on the impact of the communication style. Relationships don’t heal when the scab keeps getting picked. Encourage people to apply some balance to their thinking.