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How can change managers stay calm and focused in a conflict?

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Change management is the process of leading, supporting, and facilitating organizational changes to achieve desired outcomes and benefits. However, change can also trigger resistance, fear, and conflict among stakeholders, which can undermine the success of the change initiative. How can change managers stay calm and focused in a conflict? Here are some tips to help you deal with challenging situations and maintain your professionalism and effectiveness.

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Suzanne Marie Musho AIA, NCARB

Senior Executive Leadership-Strategic Planning- Sustainability and Architecture
Katerina Mouliadou

Head of Innovation Strategy @ ATS Global | Founder @ lignoo? | MBA | Award-Winning Innovator
Vikas Dhall

LinkedIn Top Voice | Intrapreneur | Digital Transformation Leader

1 Understand the source of conflict

Conflict can arise from different sources, such as miscommunication, conflicting interests, personality clashes, or emotional reactions. To manage conflict effectively, you need to understand the root cause and the perspective of the other party. Listen actively, ask open-ended questions, and empathize with their feelings and concerns. Avoid making assumptions, judgments, or accusations that can escalate the tension.

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Katerina Mouliadou

Head of Innovation Strategy @ ATS Global | Founder @ lignoo? | MBA | Award-Winning Innovator
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A common pitfall is to assume the lack of arguments and resistance as a successful change. Arguments are a very common outcome after any change and they are natural, but most importantly they are a great hint for starting a conversation with the parties involved. Change managers can manage conflict by empathising with each side and drawing a ‘viewpoint’ from each side’s perspective. It’s important to keep an open mind and listen to the arguments. The change manager should be seen as a change facilitator rather a representative of a side. Remaining neutral can help change managers to identify areas they might have missed and come up with new approaches and solutions for embedding successfully a change.

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Simon Harries
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Change consultants love what they do and try to see their work as a win-win. Many employees hate what they do and see change as essentially negative and threatening. First thing is to recognise this attitude is rational, natural and normal. Trying to enthuse people about an activity that at best drives people from their comfort zone, at worst from their jobs, is likely to be a lost cause. Conflicts are therefore driven by loss, fear, distress and the desire to protect "your" territory against incursion. Most change leaders are narrow in their outlook, often unempathetic and not honest about loss as well as benefit. What to do? Be humble and learn. If there are losers (there are) be honest and devise proper mitigation. The rest is rhetoric.

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2 Choose an appropriate response

Not all conflicts require the same response. Depending on the situation, you may need to adopt different strategies, such as accommodating, compromising, collaborating, avoiding, or competing. Consider the importance of the issue, the relationship with the other party, and the potential consequences of your actions. Choose a response that aligns with your goals, values, and principles, and that respects the interests and needs of the other party.

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3 Communicate effectively

Communication is key to resolving conflict and building trust. Use clear, respectful, and assertive language to express your thoughts, feelings, and expectations. Avoid blaming, criticizing, or interrupting the other party. Acknowledge their points of view and validate their emotions. Focus on the facts and the solutions, rather than the personalities and the problems. Seek feedback and clarification to ensure mutual understanding and agreement.

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4 Manage your emotions

Conflict can trigger strong emotions, such as anger, frustration, or anxiety, which can impair your judgment and performance. To stay calm and focused, you need to manage your emotions and avoid reacting impulsively or defensively. Pause and breathe deeply before responding. Recognize and label your emotions and their triggers. Use positive self-talk and affirmations to cope with stress and negativity. Seek support from others if you feel overwhelmed or stuck.

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Vikas Dhall

LinkedIn Top Voice | Intrapreneur | Digital Transformation Leader
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Best is to not respond while emotions are high. It will further fuel the conflict Allow situation to calm down. Also focus on listening..I have seen you will find answers and insight within conversation

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5 Learn from the experience

Conflict can be a learning opportunity if you approach it with an open mind and a growth mindset. Reflect on the situation and your actions. Identify what went well and what could be improved. Seek feedback from the other party and others involved. Apply the lessons learned to your future change projects and interactions. Celebrate your achievements and appreciate your efforts.

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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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Suzanne Marie Musho AIA, NCARB

Senior Executive Leadership-Strategic Planning- Sustainability and Architecture
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Love what you do, even when it is difficult. As a leader, be fearless, compassionate, and adaptable. Using these tools helps you stay steady and unswayed by change. Be undeterred by conflict, as it often is fear that creates conflict. Fear can be removed with knowledge, acceptance and willingness to change. See the good, even in a bad situation. This gives successful leaders an inner calmness.

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How can change managers stay calm and focused in a conflict?

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4

5

6

1 Understand the source of conflict

2 Choose an appropriate response

3 Communicate effectively

4 Manage your emotions

5 Learn from the experience

6 Here’s what else to consider

Change Management

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How can change managers stay calm and focused in a conflict?

1

2

3

4

5

6

1 Understand the source of conflict

2 Choose an appropriate response

3 Communicate effectively

4 Manage your emotions

5 Learn from the experience

6 Here’s what else to consider

Change Management

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