ResolutionsRTK

Positive Steps for Managing Workplace Conflict

Andrew Carnegie
General Manager
Develop Resolve

Conflict is inevitable in any situation where people live or work together.

Ideally, when situations of conflict arise, the parties are able to engage in healthy and respectful debate and consideration of each other's viewpoints. When handled well, conflict can be an opportunity to deepen our understanding of issues, learn from others, and to develop more inclusive and creative solutions to problems.

When mishandled or left unattended, conflict can fester and lead to relationship breakdown and a range of associated problems. In the workplace, unresolved conflict is recognised as leading to significant financial and human costs. These include lower productivity, reduced morale and motivation, unspoken resentments and resistance, absenteeism, stress-related symptoms and staff resignations.

I'm probably not telling you anything new here. Most people know and understand first hand the corrosive effect conflict can have on team culture and performance. Fewer have experienced its positive potential.

The 'Positive Steps for Managing Workplace Conflict' training program was developed specifically to assist line managers in understanding the nature and causes of unhealthy workplace conflict, and arguably more importantly, ways to constructively intervene. Most managers, while skilled in the technical aspect of their job, often present with difficulty in managing the people related issues within their workplace. The goal of the training program was to increase managers' confidence, ability and effectiveness in dealing with situations of workplace conflict. The program focuses on several key areas including effective communication, conflict styles, people differences and how to create a positive and healthy workplace culture. Participants are also instructed and given real time practice in a step by step model of conflict resolution. The training emphasises the key principles of positive psychology, maintaining that managers who actively and consistently engage in positive communication, guidance, support and encouragement of their staff have a direct and enduring positive impact on the wellbeing and morale of their staff.

Monash University have independently evaluated the effectiveness of the program. They found that managers who attended the training program reported higher average scores than the benchmark/norms in the areas of intended effort and commitment to develop and apply the skills learned in training. The results also provided clear and significant evidence that the managers' evaluations of self-efficacy and confidence gained through training were positively related to their employees' perceptions of them across a range of indicators. These indicators included perception of how well the manager managed conflict and whether conflict was present in the workplace. In sum this data provided positive evidence that increased skills and commitment reported by the managers who attended the training program have led to real enhancements in conflict management practices in the workplace.

We all know conflict happens. Positive Steps can help you unlock its potential, with a practical, proven approach.

If you would like to develop the conflict skills of your management team, please call Andrew Carnegie, General Manager Develop Resolve, on 03 8681 2431.