Unleash the Power of Conflict: A Leader's Guide (Part 1)
Conflict often has a bad rap, but for leaders, it can be a valuable tool for growth and innovation. When ignored or managed poorly, conflict can lead to employees feeling disconnected from their teams and organizations. Demoralization and increased staff turnover can result.
Conflict management is a leadership skill that can facilitates inclusion, engagement, and team cohesion. When managed well, conflict can spark new ideas, shift perspectives, and lead to innovative solutions.
In this two-part series, we'll delve into the art of leading through conflict effectively.
Understanding the "architecture" of conflict
Healthy conflict resolution rests on three foundational pillars. Let's break down a conflict into these three components:
Context: This is the objective situation that sparks disagreement. What's the underlying issue at play?
Characters: These are the individuals or groups directly involved. Beyond their identities, consider their thoughts, feelings, and any power dynamics between them.
Contributors: These are the factors influencing each person's perspective. Understanding these influences is crucial for a holistic view.
Case study: Managing resources
Dr. Gonzalez, the medical director of a pediatric clinic, was approached by one of the clinic pediatricians concerned about staff support. The pediatrician complained that a colleague was “monopolizing” the medical assistant, resulting in her patients not being seen in a timely manner. She asked Dr. Gonzalez to intervene to ensure more equitable utilization of the support staff.
Context: Concern about unequal sharing of a valuable resource, the medical assistant.
Characters: Dr. Gonzalez is the mediator between the pediatrician and her colleague.
Contributors: Potential factors include the medical assistant’s preferences, each pediatrician’s efficiency and practice needs, and Dr. Gonzalez’s and the other pediatrician’s perspectives.
Managing the conflict:
Effectively managing a conflict doesn’t guarantee a complete resolution that satisfies all parties. It means minimizing the negative impacts of the issues while maximizing the positive ones.
Align on the Context: Ensure everyone involved clearly understands the core issue. Misunderstandings can derail a healthy conflict.
The pediatrician’s colleague might not realize an issue exists. Open communication will surface any misunderstandings about existing issues. Agreement on the core conflict can open the door to collaboration and problem-solving.
Identify All Players: Invite all relevant parties to the discussion.
Neither Dr. Gonzalez nor the medical assistant are the primary players in this conflict. Dr. Gonzalez can engage the primary parties, both pediatricians, ensuring everyone's concerns and needs are heard. She can consider other relevant parties as contributors.
Address Underlying Needs: Contributing factors are important, but the underlying needs and desires are fundamental.
Issues surrounding the core conflict, such as each pediatrician’s work style and relationship with the medical assistant, can help clarify the core issue.
Rules of engagement
Navigating conflict typically involves having difficult conversations. When possible, set aside time to prepare for a productive conversation.
Before the conversation (your individual prep work as a leader):
Consider the context, identify the players, and sort out contributing factors.
Notice and manage your emotions before engaging in discussion to avoid them negatively influencing your approach.
Don't let conflicts fester. The longer they linger, the more disruptive they become.
Find a time and place where all participants can feel safe to engage in a productive discussion.
During the conversation
Set ground rules such as non-judgmental, respectful language, listening to the speaker, and not interrupting.
State the core conflict. Have each party state or write it in their own words to make sure there’s agreement.
Ask each party to express their need and request regarding the stated conflict.
Work towards an agreement that satisfies as many of everyone’s needs and requests as possible.
After the conversation
Ask for feedback about the discussion from each party.
Follow up to see if the agreement is being upheld.
Address any residual issues that arise.
Conflict resolution can be challenging, but it can lead to growth and strengthen relationships when approached thoughtfully and supportively.
Stay tuned for Part 2, where we explore different conflict styles and how to navigate them as leaders.