Tension can sometimes run high on even the friendliest of teams. Think about your own experiences. Maybe you’ve clashed with a co-worker over leads, felt undermined during a team pitch or sensed a passive aggressiveness in a performance review. Sales teams, by nature, are competitive, and when recognition and targets come into play, it’s easy for conflict to take root.
Duncan Stimpson, the web content manager at Thomas, says everyone has their own way of responding to conflict. Some may instinctively withdraw from conflict while others immediately look to protect their own interests. The first step to resolving workplace conflict, he says, is to remember that people are different and have their own reasons to react the way they do.
If conflict is brewing on your team, Stimpson has a few suggestions to help you navigate it with empathy. We share his ideas in this issue of PromoPro Daily.
1. Identify the root cause. Remember that conflict doesn’t spring up out of the blue. The first step to conflict resolution, Stimpson says, is to get to the bottom of the root cause. Ask open-ended questions, listen attentively and repeat back key points. This will help you understand different viewpoints and develop a resolution that addresses the deeper issues.
2. Encourage open communication. Conflict resolution requires an environment in which everyone can voice their concerns. Make sure all parties involved know they can explain their frustrations without fear they’ll be judged or face retaliation. Stimpson says that as a leader, it’s vital to treat both sides with empathy.
3. Emphasize collaboration. According to Stimpson, there’s likely to be some brainstorming and middle-ground finding involved, but the hope is that by problem-solving together, the employees involved feel like they’ve had an active role in finding a sustainable solution.
4. Mediate effectively. As a leader, it’s your role to act as a mediator. Keep the discussions professional and on track to ensure a resolution that’s fair for all parties involved. This isn’t always easy, Stimpson says, especially if the relationship between employees has broken down to the point where communication isn’t working. If this is the case, set some ground rules, like no talking over each other.
Conflict is bound to happen sometimes. While you can’t avoid it entirely, you can manage it skillfully when it arises. With a little empathy and open communication, even tough moments can lead to better understanding and stronger teamwork.
Compiled by Audrey Sellers
Source: Duncan Stimpson is the web content manager at Thomas.
