Most of us spend a majority of our time at work interacting with colleagues, employees, clients and prospects. There’s bound to be disagreements, misunderstandings and differences of opinion. Often times, communication is at the heart of these situations. A combination of skilled tact, manners, business etiquette and mature behavior is needed to resolve workplace problems. Note to self: This is not about winning and ego.
Webster’s Dictionary defines conflict as a sharp disagreement or opposition of interests or ideas. The result can be lower office morale, a drop in productivity and a jump in absenteeism.
One of the greatest challenges of both employees and managers is the handling and resolution of differences. Emotional Intelligence (EQ) , or what I call “street smarts,” is a significant factor. EQ is about compassion, empathy, patience, assertive communication and self-awareness.
The good news is that EQ traits can be learned. If you weren’t born with them, start watching people who have these characteristics. Observe how they interact with others and handle difficult people and situations.
Understanding the source of conflicts is important when you try to settle differences. The main reasons for workplace disagreements include poor communication (different styles in communication are usually at the root of this problem), different values and interests (are you more concerned about “you” and not the organization?), tight resources, and personality clashes. Poor performance is another source for conflict in the office.
Aside from avoiding the issue, there are options that can help diffuse the disagreement.
Here are 3 quick communication tips to help you resolve disputes:
1. Hold a face-to-face meeting. Do not try to address your problem with technology, an e-mail, memo or on the phone. Whenever possible, meet in-person.
2. Express your opinion with clarity. Concisely and calmly articulate your position while being respectful. Understand that not everyone will agree with you. That’s ok.
3. Stay focused. Bringing up past conflicts and name calling are a no-no. That type of behavior has no place at work. Leave it to the 10-year-olds on the playground at school.
Speaking of kids, you may need to take a time out. Stepping away from a tense environment or conversation helps diffuse the situation and changes the dynamic of the moment. Once you return to address the issue, clearer heads may prevail and an agreement can be reached.
Avoiding the conflict is the easy way out. Sticking around to deal with it requires maturity, patience, compromise and negotiation.
The next time you’re involved in a conflict (by the way, this strategy works at home with personal relationships too), try one or all of the tips mentioned above. Face the issue head-on and use your communication skills and empathy to resolve the matter without an emotional reaction.
(Photo Credit: South Carolina’s Northern Kingdom)
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