Conflict Ahead!

Being a Texas girl now transplanted to New Mexico, I know a thing or two about taking the bull by the horns, especially when it comes to conflict in the workplace. Conflicts between coworkers, vendors, contractors or customers can sap energy from any small business, and getting these issues resolved quickly is critical to any successful business.

Disagreements in the workplace are normal, and treating them as such is actually a great way to boost productivity – a lot can be hashed out when people disagree. New ideas can bring energy, increase productivity and turn a potentially negative situation into an opportunity for growth. Here are five ways to make something constructive out of a typical office conflict.

1. Step back, but don’t play peacemaker.

Rather than letting the emotion of a situation sweep you away, take a step back and clarify the issue. But don’t play peacemaker. Staying neutral is not the owner’s role. Your responsibility is to keep the interests of the business and its employees first, even when that means making a decision that someone doesn’t like.

2. Don’t argue and don’t gossip. Talk about the issue, not the person.

Many people immediately want to complain or argue right off the bat, and it’s your job to keep them from bickering about the small details. But don’t rush straight to the heart of the conflict, either. Try asking for each person’s perspective on the issue. Keep it factual, prepare what you want to say but try not to ramble. By keeping the focus on the behavior and its impact, you neutralize the discussion. This focuses the problem on the situation, not the person.  Schedule time with the person/people involved privately and preferably in a neutral place. Be prepared to listen to the all viewpoints with an open mind and without getting defensive or passing judgment. As Stephen Covey said, “Seek first to understand, then be understood.” Different viewpoints shed new light on any situation.

3. Use positive language.

Any frustrated business owner can slip into negativity when conflict arises. Some days it all just piles up! Nevertheless, remember to always think before you speak. Keep your language positive and the other person will likely mirror you, leading to a much smoother conversation. The same holds true if you go in guns ablazin’! Business expectations and needs can be expressed positively. For example, if the conflict is between two employees, try saying, “This is affecting the entire business, and we need to address it so we can get everyone focused back on our goals.” Keeping positive can result in surprising and great solutions.

4. Use the SMART conflict solution method.

Your goal is twofold as a business owner when dealing with a conflict: rectify the situation now and prevent it from happening in the future. Try using the SMART approach, which may be familiar to you from other business goal-setting exercises. Once you have your SMART solution, put it in writing and give a copy to each party involved in the dispute, following the steps here:

• Specific: Be clear about who will do what, when, where and how.
• Measurable: Establish a way to know when a task has been completed or a goal achieved.
• Achievable: Whatever solution you come up with should fit the situation and be achievable by those involved. Don’t set anyone up to fail.
• Realistic: Check calendars for holidays and vacations; look at past performance to predict future actions and allow time for unforeseen glitches and delays.
• Timed: Set reasonable deadlines and make sure to provide the necessary tools and support to meet those targets.

5. Walk away if all else fails

Be prepared to walk away from a relationship if the conflict can’t be resolved to your or the business’ satisfaction.  Don’t be afraid to let go of an employee, cancel a contract, lose a customer or fire a vendor. When people show their true colors, ask yourself if it’s really worth working with them now and in the future. Sometimes this is indeed the best solution.

Conflict is an everyday part of business, and many of them simply cannot be avoided. But using these tips can turn conflict into a useful and even helpful part of business. Just sayin’

Published: Apartment News Magazine – March/April issue 2014