HR FORUM

Conflict Happens

But understanding its roots is the beginning of its resolution

managing workplace conflict is a given regardless of what position you hold in your practice. From doctor to front desk and everywhere in between, conflict is going to happen.

WHAT IT IS, IS…

Before any resolution can be found, however, it is important to understand what conflict is and what it is not. Though conflict has its own anatomy, distinguishing the difference between disagreement and conflict can be difficult. Both have grown to be associated with negative actions and behavior, yet disagreement and conflict are neutral concepts. It is only our responses to each that determine the outcomes as positive or negative.

DISAGREEMENT happens when there is a difference of opinion due to a lack of consensus and can be a healthy part of workplace discussion, as long as the individuals involved have a high tolerance for their ability to disagree. However, when our response to disagreement gets personal, any beneficial response from the disagreement is diminished.

CONFLICT happens when opposing action is invited into a discussion for purposes of change. Conflict often leads to innovative solutions that move organizations in new directions. When feelings of hurt, anger, and frustration are allowed to escalate, however, this content conflict turns to what is called emotional conflict and is no longer about differing opinions but is about judging the other person’s values and intentions.

As soon as conflict becomes about the people and not about the issues, employees involved become uneasy; their negative energy affects those around them and weakens overall employee satisfaction and productivity.

RESOLUTION BEGINS WITH…

To understand what kind of response you are having to the existing conflict, there are a few things you can do.

1 Begin to understand your tolerance for disagreement. Increasing your tolerance for the ability to disagree and challenge one another toward creative action opens a diversity of opinion that is essential for innovation and problem solving.

2 Put yourself in the other person’s shoes. Arguing from the opposing side gives you the ability to have a kaleidoscopic view of the issue, allowing for fuller exploration of what is really occurring.

3 Move toward solution by focusing on the issue and not the person. If you keep the discussion focused on the content of the issue and not on fault finding or victory winning, objectivity and creativity have a chance to allow common ground and potential solutions to surface.

True emotional conflict in the workplace does happen, but more often, managing workplace conflict is about making sure everyone understands the difference between disagreement and conflict and what can be healthy and motivational about each.

— Ginamarie Wells, Ph.D.

Ginamarie Wells is senior director of client services at Cleinman Performance Partners, a business consultancy specializing in the development of high-performing optometry practices. ©2015 Cleinman Performance Partners, Inc.