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The Essential Skill of Conflict Resolution in Human-Centric Leadership


Conflict resolution is an indispensable skill for any manager or leader. Extensive research has been conducted on this subject. While we could spend hours diving into the details, this blog aims to summarize the key points and best practices in conflict resolution for managers, especially those who are committed to a human-centric leadership approach.


What is Conflict Resolution?


At its core, conflict resolution refers to the process of resolving disagreements between two or more parties. It is an active process that doesn't always require a third-party mediator. More often than not, as a manager or leader, you will resolve conflicts directly with others or indirectly by guiding your team members through conflict resolution strategies. Conflict can have both positive and negative impacts on an organization, and depending on how it's handled, it can have a trickle-down effect on the overall work environment.


Options for Managing Conflict


As a manager, when a conflict is brought to your attention, you generally have three main options:


  1. Ignore It: This option involves not addressing the conflict at all. You might dismiss the issue as unimportant, tell yourself it will resolve itself, or forget to address it altogether. While it may seem like the easiest path, avoiding conflict only allows the problem to fester and worsen over time.

  2. Pass the Responsibility: In this scenario, you deflect the conflict by suggesting that it's not within your control or jurisdiction. You might say, "That’s another department’s problem," or "We have to respect their decision-making process." While this absolves you of immediate responsibility, it can create resentment among your team, who may feel that their concerns are not being taken seriously.

  3. Address It: Engaging in the conflict is the third and most productive option. Though uncomfortable, stepping into the discomfort of conflict is critical to effective leadership. Leaders willing to address conflicts tend to create happier teams, better communication, and enhanced psychological safety, which we've discussed previously as a core element of a productive team.


Types of Conflicts You May Face


As a manager, you will likely encounter several types of conflicts:


  1. Conflict Between an Employee and an Idea: Sometimes, employees struggle with a task or initiative that they’ve been assigned. They may not agree with the strategy or direction. Your role is to mediate between the employee’s concerns and the organization's needs.

  2. Conflict Between Two Employees:

    This is perhaps the most common type of conflict managers encounter. It can be tricky because one must remain neutral and avoid taking sides while still helping to facilitate a productive resolution.

  3. Conflict Between You and an Employee or Manager: You may sometimes conflict with your direct reports, peers, or superiors. These situations require extra care, as the power dynamics can complicate things.

  4. Conflict Prevention: The best conflict resolution strategy is to prevent conflict. By creating a culture of open communication and psychological safety, minor issues can often be addressed before they escalate.


Conflict Resolution Strategies


There are five main strategies for resolving conflict, each with its strengths and weaknesses:


  1. Avoidance: People who avoid conflict often withdraw from the situation rather than confronting it. While avoiding might seem the easiest option, it rarely solves the problem. A great example is a manager who avoids addressing team issues during meetings. Though they may feel the tension in the room, avoiding the conflict only allows the problem to persist, leading to even greater dissatisfaction among team members.

  2. Competition: A competitive approach to conflict is when someone aims to "win" the disagreement. This strategy can be damaging, often leading to resentment and fractured relationships. For example, a sales manager might insist that their approach is the only way forward, ignoring the input of the rest of the team. While this strategy can lead to short-term gains, it erodes collaboration and trust in the long term.

  3. Accommodation: Accommodating others in conflict means being highly cooperative but not assertive. While this may seem like a gracious approach, it often leads to more assertive individuals dominating the situation, leaving the accommodating person feeling overlooked or undervalued. For example, an introverted employee may continually give in to an extroverted co-worker to avoid confrontation, leading to unspoken frustration.

  4. Collaboration: Collaboration is often seen as the ideal conflict resolution strategy. It involves working together to find a solution that meets the needs of all parties. While it sounds great in theory, collaboration can be incredibly challenging because it requires time, effort, and emotional investment. For example, a project manager might work with their team to develop a strategy that considers everyone’s opinions, ensuring that all voices are heard. While difficult, collaboration leads to the most sustainable and productive outcomes.

  5. Compromise: Compromise involves each party giving up something to reach a solution. This strategy is helpful in situations where no one can get everything they want, but everyone can get something. For example, a department might agree to reduce spending in multiple areas instead of cutting one program entirely during budget cuts. While compromise can be a fair solution, it often leaves everyone feeling somewhat unsatisfied.


Why Conflict Resolution Matters in Human-Centric Leadership


Conflict resolution is at the heart of human-centric leadership because it directly impacts employee retention, psychological safety, and overall team productivity. A leader who can skillfully navigate conflict creates an environment where employees feel heard, valued, and supported. Employees who feel this way are more likely to stay with the organization, reducing turnover and increasing long-term success.


Practical Tips for Resolving Conflict


Here are some practical tips for managers looking to improve their conflict-resolution skills:


  1. Normalize Conflict: Conflict is a natural and normal part of human interaction. It can be uncomfortable, but that doesn’t mean it’s wrong. If handled correctly, conflict can lead to innovation and growth.

  2. Practice Makes Perfect: Conflict resolution is a skill that improves with practice. Start by addressing more minor conflicts in your personal or professional life. Building confidence will prepare you to tackle larger issues.

  3. Be Open to Learning: You won’t always resolve conflicts correctly, and that’s okay. Be patient with yourself and allow room for growth. Each conflict is an opportunity to learn more about yourself, your team, and your organization.

  4. Build Trust: Trust is the foundation of effective conflict resolution. If your team trusts you, they will feel more comfortable bringing conflicts to you. In turn, you’ll be able to address issues before they escalate.

  5. Ask for Help: You don’t have to handle conflict alone. Whether seeking advice from a mentor or using external resources, asking for help is not a sign of weakness—it’s a sign of wisdom.


The Role of Patience in Conflict Resolution


Patience is an essential part of conflict resolution. Not only do you need to be patient with the process, but you also need to be patient with yourself and others. People aren’t naturally good at resolving conflicts. It’s a learned skill that takes time to develop. Understanding that everyone is at a different point in their conflict resolution journey can help you empathize with each situation.


The Psychological Safety Element


Psychological safety is a significant factor in resolving conflicts within an organization. Conflict can be addressed healthily and productively if employees feel safe voicing their concerns without fear of retaliation. However, if they feel unsafe, they will avoid conflict altogether, allowing problems to build up under the surface until they explode.


Conclusion


Conflict resolution is an essential component of human-centric leadership. While it can be uncomfortable, it is a necessary skill for creating a healthy, productive, and psychologically safe workplace. By understanding the different types of conflicts and resolution strategies, managers can equip themselves to handle disagreements in a way that benefits both the individual and the organization. Practice, patience, and openness to learning are vital to mastering this important skill. Ultimately, leaders who excel at conflict resolution will see the long-term benefits in team cohesion, reduced turnover, and greater overall success.

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