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Managing Conflict at Work

Conflict Management:

Everyone experiences conflict – in life and at work.

Why? Because different people are always going to have different points of view and different needs, wants and values.

Differences of opinion are natural and usually need to be openly addressed to avoid tension.

So, what should we do when conflict or differences of opinion arise?

  • Deal with the issue before the situation escalates
  • Talk directly to person(s) concerned
  • Work with people to try and resolve the issue
  • If someone approaches you with an issue, be prepared to confront and work on it
  • Where appropriate, if someone complains to you about another person, encourage them to talk directly to the person involved. Give them the tools to do this through a coaching discussion.

Before you meet with the person

  • Identify the real issue, not just the symptoms/emotions
  • Be prepared to work toward agreeable solutions, not just towards “winning” (or one party winning)
  • Remember that it is not unusual to disagree and that people are quite entitled to do so. You can still find a solution and resolve the conflict.

During the discussion

  • Look at the issue through another ‘lens’ or point of view
  •  Be willing to “own” part of the problem
  • Establish a common goal (a solution) and stay focused on it
  • Define the problem and establish solid facts (yours and theirs)
  • Identify common ground
  • Agree on a common goal
  • Explore all possible solutions and select the solutions that will best meet the needs of both parties
  • Decide on a course of action
  • Summarise the agreed course of action back to ensure that the needs have been met

It is also important to manage the post-conflict situation. Don’t leave it and pretend that it didn’t happen. Follow-up is essential. This may involve checking in to see how the person is feeling and monitoring the situation to ensure agreed actions have actually happened. Then when the matter is truly resolved, it’s time to put it to rest and move on.

We can help to equip your leaders to manage conflict effectively. To find out more you can check out our website at here or contact us at 09-455-1077.

Following these guidelines will help you and your team members smooth over and resolve any differences of opinion. Keen to learn more? Positive People run a Conflict Management module as part of our popular Leadership Development Program. Contact us today at info@positivepeople.co.nz or 09 445 1077 to discuss our group or individual training, coaching and development solutions.

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Performance Management

How to have that difficult conversation

 

Preparing for performance reviews with your team should generally be a straight-forward process.

Typically, the steps include:

  1. Requesting the employee’s feedback on their own performance
  2. Gathering evidence, including things like sales figures, other KPIs/measurements, customer feedback, attendance records, etc.
  3. Completing your manager review
  4. Meeting with your employee to discuss the above, along with their personal development plan
  5. Finalising actions for the next review period

However, where you have a poorly performing employee, additional preparation is required. Here are our recommendations for approaching difficult conversations at performance reviews.

 

Be solution driven.

Any performance difficulties discussed need to conclude with an agreed way of moving forward so that every issue has a solution attached to it at the end of the discussion.

Use the phrase: “So, now that we have discussed this challenge, lets agree how to change this in the future…”

 

Keep the meeting on an equal footing.

Make certain that the meeting allows for the employee to feel that they are completely free to say what they want to – allow time and space for them to talk. If the meeting is not conducted on an equal footing, then half the communication (and much of the benefit) will be lost.

 

Discuss the differences.

Major differences between your manager review and the employee’s self-review highlight a gap in perception and understanding. The discussion will centre on why the perceptions are different and also what can be done to move the assessments up the scale.

 

Is it a problem of motivation or ability?

Ask questions to diagnose the root cause of the issue. Listen for whether it is a case of ‘can’t do’ or ‘won’t do’? Tailor the solution accordingly.

 

Discuss your role in improving the performance.

Are you helping or standing in the way of performance? Are you controlling too much or being too hands-off? Does the employee need more training? How can you can best support them to make positive changes?

 

Make a plan and follow up.

Agree and document the plan – what, who, and by when? Then don’t forget to follow-up. Too often a performance plan languishes unopened until the next review. Regular follow-up is essential to effect real change.

 

Following these guidelines should lead to a constructive conversation and the development of a quality action plan. Keen to learn more? Positive People run a Performance Management module as part of our popular Leadership Development Program. Contact us today at info@positivepeople.co.nz or 09 445 1077 to discuss our group or individual training and development solutions.

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Communication

Engage and inspire your team with effective communication. 

 

In today’s digital world communication is everywhere, yet why is it so hard to still get cut through in the workplace? From a time when under communicating was a key workplace issue, these days it is easy to over communicate, lose your messages in the noise, or get lost in translation.

 

So how do you get it right?

To make sure your employees receive and understand your key messages make sure you:

  1. Keep it simple
  2. Have a mechanism for feedback
  3. Include verbal communication in your plans
  4. Tailor your message to your audience

 

Keep it simple.

When drafting emails, memos, newsletters or updates it is easy to include too much information or over explain. This will cause your essential messages to get lost.

Before you start think carefully about exactly what you want to say – then say it. This way a clear concise message will be received.

 

Have a mechanism for feedback.

What if your message doesn’t make sense to someone? What if they don’t understand a concept? How easy is it for your employees to ask questions and are they encouraged to do so? In any company communication plan, it is essential to have a place or forum where the team feel comfortable to ask questions and deepen their understanding of your message. Remember the message that you have sent is only what your team understand it to be, so promoting two way conversations and feedback makes sense to help you get this right.

 

“The single biggest problem with communication is the illusion that it has taken place.”

George Bernard Shaw

 

Include verbal communication in your plans.

The increase in online Company communication forums means it is easy to forget the importance of face to face verbal communication, as it is so much quicker and easier to post something online. Written messages can be misunderstood, lack the right tone or a human face, which can aid the impact of your message. Regular team meetings or Company gatherings are crucial to keeping messages personal and connecting your team to your message.

 

Tailor your message to your audience.

It is easy to communicate a message in a way which you understand, but think carefully about your team – are they all like you? Do you have employees with English as a second language, or team members who don’t understand more technical terms, or don’t have an extensive knowledge of business? Giving updates which the team don’t understand adds to the noise and decreases the self-esteem of the team. Think carefully about your audience, recheck your words and write for your team – not for yourself.

 

Strong workplace communication is essential for engagement and motivation and helps to create inclusive, collaborative teams. Using the tips above will help you to get cut through in an increasingly noisy world and create a better workplace for you and your team.

Would you like to improve your Company communication? Positive People run a Communication module as part of our popular Leadership Development Program, which can be tailored for both Managers and staff.  Contact us today at info@positivepeople.co.nz or 09 445 1077 to discuss our group or individual training, coaching and development solutions.