It is tempting to ignore the little tensions that can unsettle a team. But poorly resolved conflicts may sometimes provoke resentment and may even gradually compromise team functioning. How to avoid this risk?
01
Be attentive to latent conflicts
- Tâchez de repérer les désaccords ou frustrations qui risqueraient de dégénérer en conflits plus problématiques. Ex. : Collaborateurs qui évitent de travailler ensemble, tensions répétées…
02
Relieve tension
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Take the drama out of conflicts, e.g. Explain that having divergent interests is legitimate.
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Adopt a calm and positive attitude to incite your subordinates to behave in a similar manner, e.g. Underline what people have in common and the points upon which they agree.
03
Encourage people to resolve their problems
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Encourage discussion, and incite people to share their respective viewpoints on the problem, e.g. “We’re looking for a solution together. How do you explain your dispute? What could we do to ensure that this doesn’t happen again?”
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Don’t accept a semblance of an agreement or some vague approval. E.g. « Are you OK to take this course of action? I know you wouldn’t have chosen this option. Can you nonetheless implement it?”
Take action
Clarify a tense situation in your team (2h)
The more you wait to openly talk about a conflict, the more difficult it will become to find a solution to end it.
Observe your team functioning and informal relations, and identify possible signs of latent conflict or tensions. E.g.: Are there moments when the atmosphere becomes tense? Do some people avoid each other? Do some seem passive or resigned? Can you perceive defensive reactions? Is there a strong spirit of competition?
If you identify one or several of these signs, call the concerned staff members and ask them to share their doubts or frustrations. Explain that tensions are inevitable in a group of persons, and that it is essential to discuss them to better manage them and limit the negative impact on the team.
Don’t position yourself as a referee but as a coach: for example, you can moderate the discussions, ensuring that each “side” can explain itself in an equitable lanner, and invite them to find a solution themselves.
Analyze your reactions while in situation of conflict (20 min)
Identifying our automatic reactions enables us to slow down to better adapt to the requirements of the situation.
The next time you find yourself in a situation of conflict, try to step back from the situation to take a critical look at your way of reacting.
What is your first reaction? Do you tend to align with your counterpart’s opinion? Or to defend your opinion at all costs? What ideas cross your brain? E.g.: “He really did not get it”; “I am not going to give up”; “I am going to lose again”…
How could you react differently? Could you be more assertive / listen better / be more factual? Try and adopt a different posture from your usual one: what changes can you see in the sequence of events? Knowing how to change posture is very effective to better manage conflicts.
Don’t intervene during a conflict within your team (5 min)
It is often better to get your team members to find themselves a solution to their conflict rather than intervening to stop it as soon as possible.
Next time you notice that two of your staff members have a conflict, ask yourself: beyond the obvious discomfort for themselves and the rest of the team, does this conflict present a major and imminent risk for the team? Could it leave serious and durable marks? If no, then refrain from intervening, at least initially.
Tell your team members that you trust them to find a solution. Downplay the issue by reminding them that conflicts are natural, and that it is legitimate that points of view might differ.
If needed, suggest a methodology to solve this conflict. E.g.: Organize a meeting, express the different opinions in turn and without interruption, distinguish the facts from the interpretations or emotions, find a common ground from which to build. In most cases, once enabled, they will rapidly find a solution.
Conseils pratiques
> What attitude should you adopt when a conflict arises in your team? (opens in a new window)
> Expose latent conflicts before they degenerate
Aller plus loin
> Understand your spontaneous reactions to conflict to manage them better
© Managéris