Steps for Effective Conflict Management
Discover five essential steps for conflict management in the workplace, transforming challenges into opportunities for growth and innovation.
· 7 minutos · Dicas de Formação
Conflict can be understood as a difficult situation to resolve, which arises when mutually exclusive interests, objectives or values are at stake. It is clear that the people around us will never think the same way we do. However, human beings resist accepting that conflict is inherent to life. Learning conflict management skills is fundamental to normalising these situations, as well as to enhancing their functions: growth, innovation and knowledge.
Who has never had a different opinion from the person they were talking to and ended up arguing? Have you ever had to compete to achieve a goal and that competition became hostile? Have you found yourself giving in on something you were sure you did not want to accept? These and many other circumstances often happen because we do not know how to manage conflicts effectively. To prevent this from happening again, we propose a series of steps that will help you manage your conflicts.
Step 1: Find the right moment
When a conflict occurs, the moment it is managed is very important to reach a solution. What should happen is the creation of an environment of trust, freedom and understanding. For this, it is convenient that only the parties involved are present and that they have the necessary time to listen and address the differences that triggered the conflict.
Step 2: Take emotional activation into account
As already mentioned, human beings perceive conflict as something uncomfortable. This is because it is generally accompanied by an increase in our body's activation. In order to be able to reach agreements and commit to them, it is necessary for this level of activation to have decreased. The time it takes to return to a normal state is different for each person, but letting 20 to 30 minutes pass may be enough. If, even after this time, you still feel nervous or perceive that the other party involved is, the management of the conflict will have to be postponed for a few more minutes. Remember that the important thing is to reach a successful outcome.
Step 3: Redefine the objective and practise active listening
Unconsciously, and again due to our human nature, it is often thought that the objective of conflicts is to be right. We consider that the important thing is for us to be heard, respected and for the alternative we propose to be implemented. When we reframe the objective and realise that both parties can benefit, we move from competition to collaboration. The respect that others have for us is compatible with the ability to make our opinion more flexible. For all this to be possible, active listening becomes a fundamental skill.
Step 4: Clarify perceptions and use "I-messages"
Another variable that can aggravate or minimise a conflict is our thinking about the intentions and objectives of others. In this sense, it is essential not to assume that the other party wants to harm us and, it will be of great use, to bring to light our perception of the matter. To do this properly, it is necessary to use what are called in psychology "I-messages". An example of this would be: "with what happened, I get the feeling that...", "if we continue with this strategy, it is likely that I will feel...", "I believe that if we implement this measure we could achieve..." As can be seen, these are messages that refer to one's own experiences, perceptions and feelings. This makes the other party feel comfortable clarifying the situation, as they are not being blamed.
Step 5: Communicate objectives and needs
In addition to "I-messages", to make it easier for the other party to put themselves in our shoes, it can be interesting to offer a brief explanation of why what is being proposed is important to us and what positive consequences it can have on the system or on the relationship with the other person (partner, work, family, children, etc.). From the idea we want to communicate to what the other person or people understand, there can be and usually is a great loss of information. Therefore, when ending the conversation, it is useful to ask about the feelings and impressions that the other party has regarding what we have said.
The Importance of Continuous Training
The ability to manage conflicts is a crucial interpersonal skill that contributes to a more productive and harmonious working environment. Recognising the importance of the continuous development of workers, Article 131 of the Portuguese Labour Code establishes that employers must ensure continuous professional training (formação profissional) for their employees. The 40 annual hours of mandatory training are an excellent opportunity to develop these and other essential skills, promoting not only individual growth, but also the resilience and effectiveness of teams.