William A. Maloney Sr., CPBA, CPVA & CAIA

Conflict in the workplace is disruptive to everyone and may well impact service to customers and damage your company’s image. Keep these thoughts in mind when dealing with conflict:

• Realize everyone has his or her own perception of reality.

• As time lapses objectivity is replaced with subjectivity without written documentation.

• Most communication problems do not resolve themselves

• Communication problems often become disruptive to others and impacts quality and productivity

• and lead to turnover.

• Parties must seek to understand—do not correct or clarify while the other person is speaking. Listen

• for content and context; don’t judge the delivery of the message.

• Each person needs to take responsibility for his or her action, behavior and feelings. Maintain focus

• on a positive outcome and do not get sidetracked with irrelevant issues.

• Criticizing others’ behaviors or personality characteristic is not acceptable and will only increase

• defensiveness and extinguish the desire to communicate and improve the relationships

• It’s okay to call for time-outs, just make sure that if you do take a time-out that there is a commitment that

• the process will continue, at a less stressful time. The resolve of both individuals must stay focused on

• seeking to understand. However, understanding does not always mean agreement.

• Establish common outcome goals.

• Clarify the severity of not achieving the goals.

• Identify any obstacles preventing resolution.

• Each person will discuss his or her perceptions of the problems.

• Each person will outline specific behaviors they would like the other to START, STOP and/or CONTINUE to improve their relationship. (These comments must be presented in constructive and complimentary manner; all comments either improve the results or enhance the relationship.

Create a timeframe to continue the START, STOP and/or CONTINUE process, we are motivated by dates. These sessions should be documented and sent to the overseeing manager. Each participant must detail specific areas of progress and remaining concerns—with a suggested action plan. Management’s position in dealing with individuals in conflict is to direct those involved with a process to Management’s position in dealing with individuals in conflict is to direct those involved with a process to resolve difficulties and not take sides. Following this approach will enable individuals to more forward in a positive manner.

If you have any questions about Dealing with Conflicts or implementing Start, Stop Continue thinking please contact us.