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Conflict Resolution | ||
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Conflict is a natural part of life which can be constructive or destructive depending on how we handle it. We have choices in how to react, and we are all responsible for managing our conflicts. Conflict can involve two or more individuals, teams, groups or departments. When the persons involved are unable to come to a working agreement, and their conflict is affecting their work productivity or the people around them, then it is useful to have an objective third party work with the persons. Conflict can arise from many different factors: diversity in the workplace, personal conflicts, varied management styles, opposing opinions, miscommunication, poorly designed business processes and differing values, goals, strategies and information. The process of conflict resolution starts the same way with every conflict situation: the consultant gathers background information on the conflict and situation, the consultant meets each party to the conflict privately to hear their understandings of the situation, then the consultant suggests a way of working toward reconciliation and acceptable solutions. It is at this point that the conflict resolution process may differ widely. Depending on the circumstances, the consultant may suggest: preparing the individuals to face each other and state their needs with the consultant present to facilitate the conversation; a mediation process where the consultant moves back and forth between parties to come up with an acceptable solution; separate meetings with each group to vent emotions and move to a "lets' discuss" attitude followed by a facilitated all-groups meeting; a business process redesign meeting with members of the groups experiencing difficulty because of a faulty process; management changes of policy and procedures leading to the conflict, coaching of a particular employee, team leader or manager, or setting up a group-wide conflict resolution process that all agree to use for future conflicts. |
Dr. Spann's psychology background is very valuable in tension-filled conflict situations. Spann's philosophy about conflict resolution: 1) Most people (99%) want to do a good job and work well with their team members and leaders. 2) Most people will cooperate with a resolution process if they feel that their concerns and feelings have been truly heard. 3) Most conflicts can be resolved or managed so that the parties can work together. (You don't have to like everyone you work with, but you do have to work courteously and effectively with them.) 4) Conflicts at the value level will probably not be resolved by a third party. The resolution process will have clarified the value differences, and may result in either party choosing to live out his/her values more directly. For further information regarding conflict resolution services, feel free to contact us. |
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spannassoc.com
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