What should be done when the parties to a conflict are a supervisors employees?
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How to Manage Conflict Between Your Team Members
© GettyImages Resolve team conflict before the "fireworks" get out of hand. Your people bring different perspectives and knowledge to your team, improving problem solving and performance. But sometimes difference can lead to conflict. And you'll need to deal with it! In this article, we'll look at ways to identify and resolve conflict in your team, and to keep working relationships healthy and productive. First, we'll highlight a few general skills and approaches that a manager can call on in conflict situations. Then we'll look at a five-step process for applying those skills in practice. (If you want to understand why conflict arises in the workplace, and how to resolve conflict between you and a colleague, read our introductory article, Conflict Resolution.) Conflict Resolution Skills for ManagersBy using the following approach, managers will likely be able to stop conflict before it gets out of hand. Be ProactiveLeaving someone out of an email chain, delivering an inappropriate personal remark, or triggering a flash argument... conflict often starts with small disagreements that escalate fast. So if you spot conflict, avoid leaving it to team members or HR to resolve – instead, take action! This shows that you treat conflict seriously and won't condone destructive behavior. ObserveSigns of conflict can be subtle, but you can detect them by being aware of the interactions within your team. Things to look out for include:
The better you know your individual team members, the more easily you'll pick up on cues and spot tensions that may be lurking under the surface. As well as the details of the conflict, keep in mind that you may need to consider if competing values are contributing to the tension. Be Fair and ImpartialEven if you agree with one or more individuals in a conflicting team, make sure that you remain objective. Give everyone the time and opportunity to present their own perspective on events and to respond to any criticism. It's vital that all parties are able to state their case and are listened to. Step in When NeededBe sure not to allow certain individuals to dominate the conversation or bully more reserved colleagues. If one person is constantly talking over others, keep your questions directed at the person being interrupted. If people still attempt to interrupt, politely ask them to wait until their co-worker has finished before inviting their point of view. Avoid AssumptionsWhen facilitating a conflict discussion, avoid stating as facts things that you only think you know or may have heard. For example, it's best to use phrases like, "As far as I'm aware," or, "As I understand it." This also allows for the possibility that your understanding is wrong or incomplete. And it creates an opportunity for the conflicting parties to restate their cases and clarify misunderstandings. Be PatientResolving team conflict can take time. Especially with volatile, arrogant or domineering personalities. It can also be a challenge to engage introverted or uncommunicative employees. So, it's important to be patient and persevere. Read our article The Role of the Facilitator for more ways to move talks forward. 5 Conflict Management StepsWhen a situation gets out of hand, you may need to step in as a direct facilitator, with a targeted approach to resolving team conflict. First, make sure that team members understand basic conflict resolution skills. You can point them to our article Conflict Resolution to learn more about the different types and causes of conflict and to try out some key skills. Next, follow these five steps, adapted from the Chartered Institute of Personnel and Development (CIPD) framework. [1] 1. Speak to Team Members IndividuallyStart by having an informal one-on-one with each team member involved in the conflict. This way you can hear people's concerns in a safe, confidential setting. In these meetings:
2. Bring People TogetherOnce you've got a better understanding of the conflict and everyone's perspectives, it's time to bring the relevant parties together and act as a moderator. Set some ground rules before getting the conversation underway. Encourage team members to listen to one another, respect each other's points of view, and not interrupt or make personal comments. During the conversation:
If the discussion becomes heated, pause it and reconvene when everyone's had a chance to calm down. Be alert for any passive-aggressive behavior. Read our article Managing Emotion in Your Team for more tips for measured talks. 3. Ask the Wider Team for IdeasWhen a conflict affects the whole team, provided it's not sensitive or confidential, you can ask for everyone's perspective. Talking things out helps you and your team to consider different assumptions, beliefs and decision-making approaches. This can also be a part of creating a "psychologically safe" environment, where people feel comfortable sharing ideas and concerns, thus preventing future conflicts. 4. Draw up a PlanAsk the parties to detail agreed-on actions for reconciliation. And get each to commit to this strategy. You can draw up a timetable for actions, ticking them off as and when they are achieved. Hold all relevant parties accountable. 5. Follow upEnsure that issues have been resolved properly by following up on the situation. For example, people may still feel aggrieved but not want to drag things out. You can use one-on-ones to prevent old disagreements from resurfacing. And try an anonymous team survey to get feedback and reveal any lingering frustrations. Seek Conflict Resolution Guidance and SupportWhen you're faced with a challenging conflict situation in your team and are unsure how to handle it, seek support from a trusted colleague, your line manager, or your HR department. If your efforts at conflict resolution don't work, you'll need to be willing to pursue formal procedures if necessary. And some situations, such as harassment, discrimination or bullying, require a formal disciplinary process to be followed. In these instances, or if you are in any doubt, liaise with your HR team for advice. Get the Free Newsletter!Learn new career skills every week, plus get a bonus Be a Successful Manager Checklist, free! Read our Privacy Policy Reflect on Your Conflict Management SkillsConsider what you did well and where you could improve after handling a conflict situation in your team. Solicit feedback from the team members involved to find out how effective they felt you were at helping resolve the situation. Now think about structural or procedural improvements you can make to prevent future conflict. These could be:
As the CIPD concludes, the key to resolving conflict is to, "Build an environment in your team that is open, respectful, kind, fair and consistent, in which people feel 'psychologically safe.'" Key PointsTeam conflict is natural. But by practicing the conflict management skills we outline here, you'll be able to spot and deal with issues between team members before they escalate. To avoid team conflict:
If team conflict persists, address it by implementing these five steps:
How do you deal with conflicts when you supervise?How to Handle Conflict in the Workplace. Talk with the other person. ... . Focus on behavior and events, not on personalities. ... . Listen carefully. ... . Identify points of agreement and disagreement. ... . Prioritize the areas of conflict. ... . Develop a plan to work on each conflict. ... . Follow through on your plan. ... . Build on your success.. What is the role of the supervisor as a conflict manager?As a supervisor, you sometimes need to monitor workplace conflict, assist the individuals involved with managing the conflict, and provide the leadership that enables your team to productively work together.
How managers should handle conflict in the workplace?Objectively recite the conflict back to participants, telling both sides how you understand it. Verify with each person that what you've said is accurate. Allow each person to add or correct any details and propose solutions. Listen intently to each person and make sure they stay calm and collected.
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