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You've just arrived at your office, which you share with a colleague,
and it looks as if it's going to be another frustrating day.
Your side of the office is neat as a pin and incredibly well
organized. You always arrive at work on time and you take care not to
talk loudly when you're on the phone, so that you don't disturb your
office mate. Your colleague, however, is the exact opposite.
Empty cups and stacks of dusty files litter his side of the office.
He often rushes into the office late, and he sometimes puts the radio on
while he's working, which breaks your concentration. You love your
work, but dread coming into the office every day, simply because you
don't like sharing your space with your colleague. He drives you crazy,
and you often argue.
If you thought about it, you'd quickly recognize that there's
conflict between you because the two of you have completely different
working styles. Once you'd realized this, you'd have a starting point
for thinking about how you could work together more effectively.
All of us experience conflict like this at work. Conflict can be
useful, since it can push conflicting parties to grow and communicate,
and it can improve conflicting ideas. However, this can only happen if
we understand why the conflict is there in the first place. Once we've
identified the root of the problem, we can take the right steps to
resolve it.
In this article, we'll look at eight common causes of conflict in the
workplace, and we'll explore how you can use them to manage conflict
more effectively.
About the Eight Causes
According to psychologists Art Bell and Brett Hart, there are eight
common causes of conflict in the workplace. Bell and Hart identified
these common causes in separate articles on workplace conflict in 2000
and 2002.
The eight causes are:
- Conflicting resources.
- Conflicting styles.
- Conflicting perceptions.
- Conflicting goals.
- Conflicting pressures.
- Conflicting roles.
- Different personal values.
- Unpredictable policies.
You can use this classification to identify possible causes of
conflict. Once you've identified these, you can take steps to prevent
conflict happening in the first place, or you can tailor your conflict resolution strategy to fit the situation.
How to Use the Tool
Let's take a closer look at each of the eight causes of workplace
conflict, and discuss what you can do to avoid and resolve each type.
1. Conflicting Resources
We all need access to certain resources – whether these are office
supplies, help from colleagues, or even a meeting room – to do our jobs
well. When more than one person or group needs access to a particular
resource, conflict can occur.
You can also help team members overcome this cause of conflict by
making sure that they have everything they need to do their jobs well.
Teach them how to prioritize their time and resources, as well as how to negotiate with one another to prevent this type of conflict.
If people start battling for a resource, sit both parties down to
discuss openly why their needs are at odds. An open discussion about the
problem can help each party see the other's perspective and become more
empathic about their needs.
2. Conflicting Styles
Everyone works differently, according to his or her individual needs
and personality. For instance, some people love the thrill of getting
things done at the last minute, while others need the structure of
strict deadlines to perform. However, when working styles clash,
conflict can often occur.
To prevent and manage this type of conflict in your team, consider people's working styles and natural group roles when you build your team.
You can also encourage people to take a personality test, such as the Myers-Briggs Personality Test. This can help them become more accepting of other people's styles of working, and be more flexible as a result.
3. Conflicting Perceptions
All of us see the world through our own lens, and differences in
perceptions of events can cause conflict, particularly where one person
knows something that the other person doesn't know, but doesn't realize
this.
If your team members regularly engage in "turf wars" or gossip, you
might have a problem with conflicting perceptions. Additionally,
negative performance reviews or customer complaints can also result from
this type of conflict.
Make an effort to eliminate this conflict by communicating openly
with your team, even when you have to share bad news. The more
information you share with your people, the less likely it is that they
will come up with their own interpretations of events.
Different perceptions are also a common cause of office politics. For
instance, if you assign a project to one person that normally would be
someone else's responsibility, you may unwittingly ignite a power
struggle between the two. Learn how to navigate office politics, and coach your team to do the same.
4. Conflicting Goals
Sometimes we have conflicting goals in our work. For instance, one of
our managers might tell us that speed is most important goal with
customers. Another manager might say that in-depth, high-quality service
is the top priority. It's sometimes quite difficult to reconcile the
two!
Whenever you set goals for your team members, make sure that those
goals don't conflict with other goals set for that person, or set for
other people.
And if your own goals are unclear or conflicting, speak with your boss and negotiate goals that work for everyone.
5. Conflicting Pressures
We often have to depend on our colleagues to get our work done.
However, what happens when you need a report from your colleague by
noon, and he's already preparing a different report for someone else by
that same deadline?
Conflicting pressures are similar to conflicting goals; the only
difference is that conflicting pressures usually involve urgent tasks,
while conflicting goals typically involve projects with longer
timelines.
If you suspect that people are experiencing conflict because of
clashing short-term objectives, reschedule tasks and deadlines to
relieve the pressure.
6. Conflicting Roles
Sometimes we have to perform a task that's outside our normal role or
responsibilities. If this causes us to step into someone else's
"territory," then conflict and power struggles can occur. The same can
happen in reverse – sometimes we may feel that a particular task should
be completed by someone else.
Conflicting roles are similar to conflicting perceptions. After all,
one team member may view a task as his or her responsibility or
territory. But when someone else comes in to take over that task,
conflict occurs.
If you suspect that team members are experiencing conflict over their
roles, explain why you've assigned tasks or projects to each person.
Your explanation could go a long way toward remedying the pressure.
You can also use a Team Charter to crystallize people's roles and responsibilities, and to focus people on objectives.
7. Different Personal Values
Imagine that your boss has just asked you to perform a task that
conflicts with your ethical standards. Do you do as your boss asks, or
do you refuse? If you refuse, will you lose your boss's trust, or even
your job?
When our work conflicts with our personal values like this, conflict can quickly arise.
To avoid this in your team, practice ethical leadership: try not to ask your team to do anything that clashes with their values, or with yours.
There may be times when you're asked to do things that clash with your personal ethics. Our article on preserving your integrity will help you to make the right choices.
8. Unpredictable Policies
When rules and policies change at work and you don't communicate that
change clearly to your team, confusion and conflict can occur.
In addition, if you fail to apply workplace policies consistently
with members of your team, the disparity in treatment can also become a
source of dissension.
When rules and policies change, make sure that you communicate
exactly what will be done differently and, more importantly, why the
policy is changing. When people understand why the rules are there, they're far more likely to accept the change.
Once the rules are in place, strive to enforce them fairly and consistently.
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