Super-Human Conflict Resolution
I recently gave a “Super-Human Conflict Resolution” presentation for a group of business professionals. 85% of the workforce deals with conflict – 36% on a daily basis. Full time employees spend approximately one and a half work days each month dealing with conflict – equating to a loss of $359 billion for U.S. businesses each year!
Based on years of work and leadership experiences and extensive studies in conflict resolution research and conflict theory, the presentation described three phases of conflict - phases that show up in professional and personal environments alike - and suggested appropriate leadership actions for each phase.
Phase 1: people note differences, people remain focused on issues; people remain rationale and considerate; people continue to exchange ideas and don’t overprotect their positions; suspicion has not set in; people are focused on resolution. // Actions: Value individuals – don’t brush off their concerns and assume they will “get over it”; keep group direction and priorities clear; respond to complaints with fairness and justice; realize that small misunderstandings rarely go away on their own.
Phase 2: Uneasiness is present in group dynamics because of perceived unfairness or hurt; differences become accentuated as bad; language becomes generalized and more negative; people stop sharing information and begin taking sides. // Actions: Act quickly – do not take a “wait and see” posture; acknowledge the problem directly with the group or team; consider whether or not you should involve a neutral mediator.
Phase 3: Slander becomes acceptable; people take strong and entrenched positions; leaders emerge on “both sides”; either-or ultimatums are presented; structures are sabotaged or leveraged for influence. // Actions: Do not be indecisive, people will not tolerate it; get outside intervention.
