Resolving Conflict When Stakes are High

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FountainBlue’s May 20 Front Line Managers Online program was on the topic of ‘Resolving Conflict when the Stakes are High’. Please join me in thanking our panelists. Below are notes from the conversation. 

Where there are people, there will be conflict. It’s a part of life, agreed our panelists. And the stakes are often high in the conflicts we oversee, manage and navigate day-to-day. There are many causes for the increased amount of conflict and the increased stakes around the conflicts.

  • We live in a connected world and the pressure to perform and deliver is high, and the range of needs is broad.
  • There are constraints to what each party can do to address the changing needs of customers, partners, staff, etc., yet the demand for quality and efficiency remains high.
  • The interdependence between disparate parties requires coordination and active management to ensure that everything is aligned to deliver exceptional service.
  • The need to deal with a wide range of technologies and integrations makes coordinating and working complex, and more likely to lead to conflicts.

Below are some best practices offered by our esteemed panel for proactively managing conflict.
Be Strategic

  • Align on the overarching vision and goals, and be less rigid on how things should get done.
  • Be clear on roles and responsibilities and push back if you see words and actions which conflict with them. 
  • Proactively manage the expectations of all parties, and ensure alignment with common goals. 
  • Collaborate with the right niche parties to ensure that every facet of a project is addressed.
  • Take an ecosystem approach to managing projects, so you learn about all the key players and their motivations as well as the inter-dependencies between each entity in the ecosystem.

Grow the Network

  • Build relationships of trust and keep growing those networks.
  • Recruit others to your team who can complement your own personal style.
  • Create win-win agreements as you work together on conflicts. 

Be Strong, Clear and Direct to Manage through Conflicts

  • Speak courageously, transparently, and authentically when there is conflict, and exercise openness, empathy and compassion to understand the needs and motivations of others. 
  • Speak with data and without emotion to address political maneuverings, self-serving behaviors, and inflammatory communications which may damage relationships, deliverables, productivity, etc.,
  • Have the meeting before the meeting to head off conflict at meetings or one-on-one.

The bottom line is that we must accept that there will always be conflict, and with proactive management, we can all grow stronger and better if we manage it well.


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