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CONFLICT IN THE WORKPLACE, DOES IT DRIVE YOU MAD?  HOW DO YOU RESOLVE IT?

Conflict is inevitable and is a normal part of our lives, including in the workplace. 

We know that there are different levels of conflict and different types of conflict that can occur.

• Levels of conflict can range from irritation, annoyance, anger to the extreme - physical violence.

In the workplace common forms of conflict usually evolve around interpersonal and organisational situations.

• Interpersonal conflict may include issues such as poor communication; perceived differences; expectations not met (whether reasonable or unreasonable); value clashes; and of course, differences of opinion and everyday personality clashes.
• Whereas organisational conflict often involves tension around clashes between unions and management; intra and inter organisational rivalry and internal competition for internal resources and budget.

Regardless of the type of conflict, what we do know is that the cost of unresolved conflict in the workplace is high, both in emotional cost and in lowered efficiency affecting the bottom line. 

• The adverse costs of conflict can be seen in a variety of ways ranging from stressed employees; increase in sick leave, workcover claims; resignations; lower productivity; lower interpersonal cohesion; splitting of teams (often the observers of people experiencing conflict will take sides with one person over another) and so the list goes on.

So, how do you manage conflict?  Do you ignore it? Repress it? Talk to others about it and not address the conflict face on?  Do you take home the problem and grit your teeth at night while you lay in bed going spare!  Do you expect your staff to just get on with it?  I guess you'll know that those strategies just don't work.  Managing and addressing conflict in a proactive and constructive way is usually the best way of managing it

If you relate to this, then it is time to do something about it. There are a variety of conflict resolution strategies that can be implemented.  Over the next couple of weeks I will discuss some of these strategies for your review.

In the meantime, remember that there are a couple of simple strategies that one can put in place to minimise the risk of conflict from escalating.  These strategies include:

• Using assertive language and focussing on the issue instead of personal factors (i.e. don't 'attack' the person, but 'attack' the behaviour or actions)
• Keep emotions under control, take a deep breath, speak in a calm voice and do not speak in an aggressive or threatening tone
• Ask questions with the intention of trying to understand where the other person is coming from
• Address the issue as soon as it arises, don't sit on it and let it fester.

For further information and practical support in addressing workplace conflict, contact Debbie Sonin, from D.K.Sonin & Associates at debbie@dksonin.com.au