Conflict: An Opportunity for Change

          

 Conflict is present in our day to day lives, as it is needed in order to bring about those changes that help us grow.  Whether the change is for good or bad depends on how the conflict is managed (Abigail & Cahn, 2007).  Knowing that conflicts are an important part of organizational development and being able to resolve conflicts effectively is the only way an organization can hope to be successful (Cottinger, 1997, para 3). 

            With this in mind I want to make sure I use S-TLC technique to ensure that I stop and think about the situation and what my interests, feelings and needs are.  Then listening to his or her interests, feelings and needs, so that I am not the type of manager that is only thinking of my own agenda, which can in itself cause conflict that will not end in a positive outcome in most cases (Thauberger, 2003).  When people are in conflict with another person, they usually experience negative emotions such as anger, distrust, sadness, hostility, denial or a desire for revenge, among others. So in order to prevent the conflict from escalating I would promote mutual understanding and agreement in order to turn a possible conflict into a possible second chance for this employee (Hill, 2013).  Effective communication is the key.  The discussion with the employee is like a collaboration between two people who hopefully want the same outcome. 

            As Hahn (2005) stated that in order for a person to be competent at conflict management they need to use “I” statements instead of you as this reduces defensiveness from the other person.  An example in this particular situation would be for me to say “I feel that there is a problem that we need to discuss and I would like to see if there is a solution to the problem that would be satisfactory to both of us.”  In order to see if the employee is willing to collaborate and invest the time and effort to improve and understand the changes that need to be made in order for goals to be met, I would ask the employee how they felt about their job performance and do they feel there are any improvements they could make that would help the company grow.  Then I would listen closely to what they had to say, repeating back to them their ideas at times to let them know I am really listening to what they have to say.  If they give honest answers and ideas then I will know they are willing to make the necessary changes to improve and become a team player.  I feel that I would have a more successful outcome to the conflict with the employee if I followed some of the techniques that Hahn (2005) shared such as:

•          Consider your partner’s point of view: Listen, empathize, and respond with understanding.
•          Resolve the problem: Make a mutually satisfying agreement.
•       Follow up on the solution: Set a time limit for reevaluation.

            Due to the fact I used the “I” statement and listened and allowed the employee to give their point of view, I was able to keep them from being defensive and prevented any escalation of the conflict.  By setting a time limit as Hahn (2005) suggested for the employee to make the necessary changes in their job performance, the employee knows the situation will be revisited and so it is up to them if they want to continue working at the company or not.  They know they have been treated fairly and have been given a second chance to make a change for the better for their sake as well as the company.  Conflict is an unexpected gift, an opportunity for change. When reconciled, a conflict can be the gift of a second chance (Hill, 2013).

References

Abigail, R. & Cahn, D. (2011) Managing Conflict through Communication; retrieved from          http://online.vitalsource.com/books/9780558711184/pages/15689228#/books/978055871 1184/pages/15689228

Cottringer, W. (1997). Conflict management. Executive Excellence, 14(8), 6. Retrieved  from: http://search.proquest.com/docview/204594014?accountid=32521.

Hahn. Martin. (2005, December 30). Ten Commandments of Intercultural Communication. Ezin  @rticles. Retrieved from http://ezinearticles.com/?Ten-Commandments-of- Intercultural- Communication&id=120247 

      Thauberger, G. R. (2003). Efficacy of familial communication and conflict resolution techniques in healthcare management settings. (Order No. 3209243, University of Phoenix). ProQuest Dissertations and Theses, p.189, DOI 3209243