Clarity about Conflict in the Workplace

Employee Handbook and
Conflict Management Policy
 
Conflict is a normal part of the human experience and is therefore, part of the work experience. Conflict created by competition is what motivates a team to train harder, a sales executive to close more deals, and a potential job candidate to be extra prepared for the interview by doing research, practicing and building confidence.
 
Many of our values and attitudes about conflict are learned at an early age. Our parents and family culture pass on values about conflict to us. Our relationship with conflict becomes informed by the experiences that we have growing up. When we leave the family unit, we may find ourselves both faced with conflict and challenged by the differences in values and needs others present. We may feel unprepared to deal conflict; we may be unable to recognize, manage and appreciate the differences we have with others in the workplace.
 
A healthy workplace brings together diverse people that bring different life, education and work experiences that build the success of the business. Employees each share in the common goals of meeting the mission and vision of the organization; and each may have a different value of how to best achieve these goals. Organizations develop their own culture around conflict and how it is both expressed and managed. A healthy organization that values differences in its culture, not just in words, provides clear expectations and resources for managing conflict. This includes commitment from the executive floor to the hiring process as well as in its relationships with vendors and customers.
 
A conflict management policy and pledge can be included in the hiring process either as part of or separate from the HR policies of the organization. The hiring process may simply include a clear statement of the organization’s acknowledgement of and the expectations for all staff in managing differences constructively. As a new hire signs all the documents, why not include a conflict management pledge? This pledge is a tool for management and the employee for establishing clear expectations of how they are expected to conduct themselves when presented with conflict and how management will respond and support.
 
Having a system in place is key to promoting a healthy conflict management culture. Sustainable organizations already have processes in place to manage accounts receivable, POS systems, inventory, etc. A conflict management system is simply an extension of processes already in place and is woven into existing components of the operation. A conflict management system may include:

• Tools for how to approach and address conflict at the lowest level
• Workshops and training in conflict management and communication skill building
• Normalized round tables to discuss hot topics and flush out issues with a commitment to resolving
• Access to a neutral conflict resolution specialist such as a mediator or conflict coach
• Statement of commitment by leadership
• Transparency and access to information
• Clarity about discipline and options for escalating
• Viewing conflict as an opportunity

 
In addition to a new hire pledge, the organization can clearly define the process of managing conflict. An example:

• Addressing perceived conflict early and directly with the other
• When to escalate to supervisor or request an impartial mediator (internal or external)
• Focusing on the issues and impact of the others behavior
• Being open to listening and hearing the other’s perspectives
• Identifying and focusing on solutions
• Creating a path forward

 
Job descriptions may also be updated to include skills and expectations about employee experience and attitudes regarding conflict. Instead of ignoring the reality of and time it takes to manage conflict, management can rewrite job descriptions that include positive language around behaviors and time spent promoting a healthy work environment that is committed to managing conflict constructively.
 
If you are ready to review your policies or are ready to create a conflict management policy for your organization, use these tips offered in this blog. If you are feeling overwhelmed or need more specific guidance, please utilize our expertise to help you construct a policy and process that reflects your organizations goals. We can facilitate round table discussions and brainstorming sessions, guide the creation of or edit current policies, or provide a fully customized experience. Not sure where to start? We offer a complimentary 30-minute consultation. Contact Sunny today to get started!