Conflict in the Workplace
Conflict is inevitable, particularly in the professional
workplace. Sources of conflict can vary widely, from personality differences to
various types of leadership styles. Factors such as stress and anger, which may
be amplified by too much work or work-related pressure, can feed conflict. This
paper will discuss conflict management, the positive and negative effects of
conflict, communication techniques, the roles played by stress and anger in
conflict, and resolving conflict through mediation and arbitration. It will
also explore the concept that conflict is not necessarily negative.
Conflict
management:
This
first section will explore what conflict is and various styles of conflict
management. It will discuss some of the more common and effective styles of
conflict management.
“Many
unanticipated conflicts may occur overtly, but there are also more subtle, self-destructive
displacements when conflict is ignored altogether. Besides decreasing an
organization’s potential for an open, creative and friendly atmosphere, hidden
conflict can also be reflected in tardiness and absenteeism; high turnover and
production errors; increased accidents, grievances and transfer requests; plus
decreased productivity. In addition, there are stress-related physical
symptoms: insomnia, headache, hypertension, asthma and cardiac irregularities,
weight changes, ulcers and colitis, uncontrolled use of drugs, cigarettes or
food, anxiety and depression. These all suggest unresolved conflict in the work
place and add to occupational burn-out. But why should this be of particular
concern now? Because with the advent of California’s Cumulative Trauma Act
(1977), an employer may even be held responsible for treatment costs is such
disorders can be traced to job-related stress.” (Welds, K., 1979).
Conflict management is important. It is human nature to
engage in conflict; inevitably each of us will disagree with another person
about something. Conflict management is an important tool for managers and
leaders because conflict left unchecked can have a damaging effect on the
workplace environment. It can manifest itself in low morale, high turnover
rates, bad attitudes, and poor efficiency. Tools that can be used to manage
conflict include communication skills, and mediation and arbitration, which
this paper will delve into later. First, it is important to recognize that
although conflict often has a negative connotation, it does not have to.
Conflict can have positive outcomes as well.
The positive and
negative effects of conflict:
Conflict
is not always a negative phenomenon. Often people assume conflict will always
be a negative thing, but that does not have to be the case. In fact, the right
kind of conflict can result in increased productivity.
“Positive conflicts can be difficult to
determine, but when you see your more creative employees arguing about the good
ideas they have to help the company, you have positive competition. Proactive
people tend to motivate each other to perform at a higher level. Sometimes that
motivation can come in the form of arguing or confrontation, but the end result
is that both parties are pushed to their maximum productivity levels. As long
as management can find a way to keep the conflict healthy, everyone will
benefit” (Anderson, A., 2013).
So, proactive people can motivate each other
by picking apart each other’s ideas or by competing against each other to
create a better product or perform a better service. If cultured carefully and
appropriately, this can result in positive conflict. Unfortunately, there is
plenty of room for conflict to get personal, and that will rarely end well.
“Bringing personal feelings and issues to the
workplace always creates a situation of negative conflict. Personal issues in
the workplace have nothing to do with employee efficiency or company
productivity. The company becomes caught in the crossfire of a personal
confrontation that is only looking for a battleground. Management needs to step
into situations in which an employee threatens another worker or his job and
remind the parties that personal conflict is not tolerated in the workplace.
Human resources needs to log the issue, and managers should consider severe
steps such as employee termination if the pattern persists” (Anderson, A., 2013).
Having human resources log the issue is a
great idea. Having a paper trail for any sort of issue or conflict, whether it
is bullying or harassment (or any other form of conflict that has arisen) is an
effective first step to handling negative conflict that has gotten out of hand
in the work place. One way to anticipate and prevent conflict is to know how to
communicate well.
Communication
techniques:
A
huge part of managing conflict appropriately is knowing how to communicate
effectively. Effective communication includes sending and receiving
information, as well as doing so in a manner that lends itself to a respectful
and professional environment. It seems that one source of conflict is
ineffective communication, so this section will take a look at ways to
communicate clearly and to the desired effect.
“…according
to a recent Hiring Trends survey conducted by one of the nation’s largest
privately held staffing companies Express Employment Professionals, leaders and
employees agree: effective communication is an issue in today’s workplace. The
survey showed that both leaders and employees believe effective communication
is the most lacked trait among their leadership team” (Taylor, C., 2012).
Often the message can be lost in translation, or
individuals may simply fail to pass a message on. Communication can move up the
chain; down the chain; or horizontally, but factors such as tone can have an
impact on how a message is interpreted. There are a variety of mediums used in
the work place for communication.
“Meetings
and emails are the two most used forms of workplace communication, but we also
spend a lot of time communicating with non-verbal signals. Non-verbal signals
are usually misunderstood and often lead to tension in the office, so it’s
important to be aware of common nonverbal mistakes and how to avoid them. When
you’re speaking with co-workers and team members, be aware of your arm
positioning, avoiding crossed arms as it sends a defensive message. A simple
smile can also go a long way in starting the day off right, so remember that
the next time you come into the office with your mind already racing through
the day’s to-do list” (Taylor,
C., 2012). While misunderstandings or miscommunications can cause
conflict, other factors, such as stress and anger, can serve to escalate the
situation.
Stress and anger:
Stress
and anger can play significant roles in conflict. Although, these factors do
not have to be negative, it often seems that more often than not they are. This
section will explore ways to harness stress and anger to improve conflict
resolution instead of conflict escalation. There are a variety of types of
stress. This section will take a look at hypostress and hyperstress.
“This [hypostress] happens
when we’re bored or unchallenged by our situations. If you are employed in a
job that is repetitive and requires little adaptation on your part, you may
experience hypostress and find yourself more and more unwilling to go to work.
When an absence from pressure gets too long, we hunger to get back into action…Hyperstress occurs when too many tasks
and responsibilities pile up on us and we are unable to adapt to the changes or
cope with all that is happening at once.7
This is the kind of stress frequently experienced by students and teachers …Hyperstress
can lead to overblown conflict,
which occurs when people greatly exaggerate their reaction in a conflict
situation, generally using a relatively unimportant issue as a focal point. The
conflict is overblown by one or more of the parties who invests far more
emotion and energy than usual” (Cahn 123).
The kind of stress an individual experiences may vary
dramatically from work place to work place, or simply from day to day. For
example, a soldier may experience hypostress while living in the barracks with
nothing to do while waiting to deploy. Later during deployment, that same
soldier may be exposed to a combat situation resulting in hyperstress. Stress
is really not the problem, rather it is the individual’s response to a stimulus
or situation. Anger is an emotion that can have a profound effect on stress or
conflict, but it is not necessarily a negative effect.
“Generally,
anger “can be seen as a means of trying to get something done by forcing a
change in the target’s behavior, especially when one feels that one has power
or control over the target… Some people have learned to turn this burst of
energy into more positive or constructive endeavors. Although we have a
tendency to see anger in a negative light, feelings of anger may be positive
for the person experiencing them if, over the long term, that anger serves to
change a situation or relationship that is currently unsatisfactory into
something more acceptable.7
Further, research suggests that if a person knows he or she will have to engage
in a confrontation, that person is “sometimes motivated to engage in activities
likely to increase their anger, despite the fact that such activities are less
pleasant than alternative ones …. Angry participants performed better than
excited participants in a confrontational task.”8 We want to emphasize the fact that sometimes anger can
be used constructively. It can motivate us to get off our seats and stand up
for our interests, needs, and wants or what we think is right”
(Cahn 140-141).
Anger is
a complex emotion. It can occur for a variety of reasons and in varying degrees
of intensity, but if it can be harnessed and controlled it can be used in a
positive manner. On the other hand, anger left unchecked can serve to feed
conflict and damage relationships.
“Not getting what we want is
frustrating. According to Hocker and Wilmot, the primary emotion is the fear
that occurs when our personal security is threatened or our self-esteem is
attacked.13 Some
psychologists claim that anger and hostility are cover-ups for insecurity,
loss, and sadness.14 If we
are angry at or with someone, we feel more righteous about our emotions, and it
is easier for us to lay the responsibility at the other person’s feet, than if
we say, “I fear …” or “I am disappointed.” Anger protects us; admitting our
fears or disappointments may make us feel vulnerable. Regardless of the cause
of anger, we usually know who or what made us angry. It is the person who
offended you, the romantic partner who is late, or the person who offended a
member of your family. In any of these situations, we may react with
aggression, hostility, and revenge. These reactions may permanently harm an
interpersonal relationship, such as a romantic partnership. For those who
disrupt frequently or carry their resentments over a long period of time, they
may suffer cardiovascular problems and heart attacks” (Cahn 142-143).
Although conflict is virtually
inevitable in any work environment, there are tools and techniques that can be
used to help people reconcile their differences. Often, the intervention of a
third party through mediation or arbitration can help resolve a conflict.
Mediation and arbitration:
Conflicts
need to be resolved effectively in order for both parties to be able to move on
and to continue to work together effectively. This section will discuss the
importance of mediation and arbitration and include suggestions to make it
happen effectively.
“When mediating conflict, preface the discussion by defining winning and losing. If the disputants enter into a mediation process
with the goal of deflecting blame and assigning it to the other party, the
dialogue is unlikely to be completely honest. In the context of
mediation, "winning" means having a creative, collaborative
problem-solving process. "Losing" is failing to have that
process for any reason… Mediation can be very time-intensive, so it's not the
best way for managers to deal with all employee conflicts. However,
effective mediation can be very empowering for employees, and it can help them
develop stronger relationships and better conflict management skills. In
many instances, managerial mediation is well worth the time invested” (Soin, R., n.d.).
“While less formal than court proceedings, arbitration hearings
are conducted according to specific rules of procedure which include both state
court rules of procedure as well as those set forth by the organization administering
the arbitration, such as the American Arbitration Association or the National
Arbitration Forum. Often contracts you and a company, business or another
person sign include an Arbitration Clause requiring that disputes that arise be
submitted to arbitration rather than litigated. Court-annexed arbitration
occurs when a lawsuit is filed but the court requires you to first submit to
arbitration before allowing a court trial. However, even if not mandated by
court or contract you can always agree with the other side to submit a dispute
to arbitration” (All Things Arbitration,
2012).
Conclusion
In
conclusion, conflict in the workplace is inevitable, but that does not mean it
has to always be viewed as a negative thing. This paper has explored various facets
of conflict and more specifically, ways it can be addressed and resolved.
Recognizing that conflict can be a healthy part of communication and the
improvement of work flow is key when negotiating conflict resolution with
others. Understanding the role of conflict management is the first step. It
should be an integral part of any organization because at some point the need
for it will arise. Recognizing that there are both positive and negative types
of (and effects of) conflict is important too. Being able to identify
situations where conflict is positive is an important aspect of conflict
management. Good communication is a good way to avoid conflict in the first
place. If the conflict is already occurring, communication can help clarify the
problem(s) and expedite the resolution of the issue. Of course anger and stress
play a huge role in the occurrence of conflict. Understanding them and how to
exploit them in order to reign in conflict or to increase productivity is vital
to any organization. Finally, mediation and arbitration are tools that can be
used to resolve conflict through the intervention of a third party. These
techniques can help cool the tensions and provide avenues for the individuals
in conflict to reconcile their differences.
References
All Things Arbitration (2012). All Things Conflict Resolution & ADR.
Retrieved from http://www.all-things-conflict-resolution-and-adr.com/All-Things-Arbitration.html
Anderson, A. (2013). Positive & Negative Conflicts in the Workplace. Retrieved from http://smallbusiness.chron.com/positive-negative-conflicts-workplace-11422.html
Soin, R. (n.d.). Mediating Conflict. Retrieved from http://www.wright.edu/~scott.williams/LeaderLetter/mediating.htm#Mediation's
Goals
Taylor, C. (2012). Effective Workplace Communication More a
Necessity Than Ever. Retrieved from http://www.rockymountchamber.org/cwt/external/wcpages/chamber/effective_workplace_communication_more_a_necessity_than_ever.aspx
Welds, K. (1979). Conflict in
the work place and how to manage it. Personnel Journal (Pre-1986), 58(000006),
380-380. Retrieved from
http://search.proquest.com/docview/203716053?accountid=32521
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