Containing conflict

Every organization regardless of size or years in business will experience its fair share of conflict. But one thing that sets excellent organizations apart from mediocre ones is how their leadership teams manage conflict among co-workers.

In Harvard Business Review’s article “When resentment is building on your team,” author Rebecca Knight provides advice about managing organizational conflict:

• If you see a pattern of disrespectful, resentful behavior emerging within your team, address it right away. Unchecked resentment can erode morale and become contagious.
• To identify conflict early, you need to know your team well enough to spot when a respectful debate shifts to conflict and intervene when necessary.
• Once you get to know your team, you will need to learn how to encourage quiet people to open up, identify the triggers of those who are easily irritated, and distinguish between real and inflated concerns from chronic complainers.

In addition, Knight recommends changing up routines to help decrease volatile emotions. For instance, if you notice some impatience or irritation during a routine project status meeting, consider changing the meeting format. You can turn a meeting that typically takes place in a conference room into a walking meeting either inside or outside your building.

Conflict is normal, and healthy conflict can lead to positive outcomes. The important thing to remember is to keep your team focused on common goals so disagreements do not spiral into something more destructive.

AMBIKA PUNIANI REID is editor of Professional Roofing and NRCA’s vice president of communications.