Conflict in the Workplace

"People who never experience conflict on the job are either living in a dream world, blind to their surroundings, or in solitary confinement," says communication expert Diana Booher. Although all workplaces suffer from conflict periodically, some people think that workplace conflict has been escalating recently.

Several factors may be tied to accelerated friction at work. One factor is our increasingly diverse workforce. Sharing ideas that stem from a variety of backgrounds, experiences, and personalities probably leads to better problem solving, but it can also lead to conflict. Another factor is the trend toward participatory management. In the past only bosses were expected to resolve problems, but now employees are making more and more decisions and having to deal with conflicts. This is particularly true for members of teams. Working together harmoniously involves a great deal of give and take, and conflict may result when some people feel that they are being treated unfairly.

When a problem does arise in the workplace, it's important for everyone to recognize that conflict is a normal occurrence and that it won't disappear if ignored. Conflict must be confronted and resolved. Effective conflict resolution requires good listening skills, flexibility, and a willingness to change. Individuals must be willing to listen carefully and patiently instead of immediately challenging their adversaries. In many workplace conflicts, involving a third party as a mediator is often necessary.

Although problems vary greatly, a good basic approach to resolving conflicts includes the following seven steps.

1. Making a date. The mediator should arrange a time when both parties are willing to have a conversation in a nonthreatening environment.

2. Listening to the other side. The mediator should encourage each individual to describe the situation from his or her perspective.

3. Paraphrasing before responding. To promote empathic communication, the mediator should encourage the adversaries to follow this rule: No one may respond without first