Most companies seek leaders who can resolve conflicts skillfully and not allow the issues to fester. Here is how these leaders address disputes.
Uncover facts.
The marketing folks in a company complain that the technical organization works on items that are not market driven. The technical organization claims that the marketing does not provide the expected user, product, or market direction. Therefore, engineers make assumptions and work on things that they believe are essential.
A leader’s discussion should focus on uncovering the facts. Has the marketing given the technical organization a “User Specification Document”? Is it detailed enough? Have the two organizations understood and agreed upon the user specifications? Has the technical organization translated the “User Specification Document” into a “Functional Requirement Document” and gained a marketing agreement?
When an employee or organization complains that another entity is not cooperating, it is crucial to find the facts.
Manage emotional issues
Spending excessive time on emotional issues in a negotiation wastes time. Still, we must recognize that emotional problems can play a substantial role in conflicts. Skilled leaders give the parties plenty of space to vent their feelings. For example, the technical organization might say that the marketers issue frequent change orders, which delays development and makes the technical organization look bad. The marketing may feel that the technical organization needs to be more flexible and let them respond to the changing market dynamics.
The leader listens to all sides, asks open-ended questions to understand their interests, and acknowledges their concerns. She then summarizes what each side is saying and works to get the emotional issues out of the way and shift focus on challenging business needs.
Instill Positive Self-Image
Concerns about self-image often are at the root of conflicts. Such worries include questions about whether we are competent and respected. A skilled leader considers whether the conflict might threaten how the disputants view themselves, then aim to help them maintain a positive self-image as she offers suggestions for improvement.
I would love to hear about your experiences! Please share your stories here.
Thank you.
Satish Mehta
Author, Speaker, Coach
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