6 Key Techniques for Resolving Team Conflict
By pegem insights team, 27 November 2020 | Read it in under 2 mins
Conflict can be good for your team
Understanding and appreciating each other’s differences and the various viewpoints involved in any disagreement are key factors in resolving it.
Constructive criticism is an important component of high performing teams. Differences of opinion can lead to new ideas and approaches resulting in improvements and better outcomes.
Left unresolved, conflict can lead to;
- Lack of engagement and motivation
- Loss of team spirit and teamwork
- Unhealthy competition and rivalry
- Dismissive and unpleasant behaviour
- Under performance
- Increased absence or sickness
The 6 key techniques are;
#1 – Act quickly and avoid the temptation to ignore and let it fester
Identify and call out any tension early before it has a chance to escalate. Injecting a bit of humour may diffuse the situation immediately. Not too early though, as a healthy level of conflict and debate leads to better outcomes.
#2 – Listen to what people are really saying
Active listening is by far the most important step in diffusing the situation. Listen to all parties involved to completely understand the nature of the disagreement. Here’s a few simple tips for active listening and mutual respect;
- Pay attention by looking at them and not thinking about your next response
- Confirm you are listening with a nod, smile, saying yes or “uh huh”
- Provide feedback by repeating sentences back e.g. “so you are saying…” or “what you mean is…”
- Defer judgement by not interrupting
- Respond appropriately showing mutual respect
#3 – Gather those involved and don’t allow cliques or sides to form
Arrange a session with those involved to discuss the issue. Give everyone a chance to speak and exercise active listening to hear all sides to gain a full unbiased understanding and the complete context.
Getting together early with those involved and exercising active listening usually resolves 90% of all conflict. Having a group meeting may also expedite a resolution that will satisfy everyone.
#4 – Remain impartial and don’t take sides
Do not take one opinion over another. Remaining impartial will allow the situation to be seen from all sides leading to a fair and reasonable solution. Don’t make it personal – stick to the facts to remove any bias, personalities and emotion.
#5 – Promote teamwork
Remind the team that it’s the collaboration and input from each individual that enables the best outcomes. Success, performance and delivery require teamwork. Treat everyone in the team fairly and equally, provide them with praise and recognition, and be open and honest at all times.
#6 – Celebrate outcomes and model success
Encourage and motivate good behaviour. Acknowledge and reinforce those in the team who are modelling teamwork and cooperative behaviours. Ensure team members listen to one another, respect each other’s points of view, and refrain from interrupting.
Conflict can be constructive when managed and dealt with quickly. When team members respect each other and learn to see things from the other side, it opens up new ways of thinking that leads to new and innovative solutions. It promotes a healthy culture and environment for high performing teams to deliver.
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