Conflict Resolution For Successful Work Teams

What is conflict? According to Merriam-Webster's dictionary conflict is defined as "a: competitive or opposing action of incompatibles: antagonistic state or action (as of divergent ideas, interests, or persons) b: mental struggle resulting from incompatible or opposing needs, drives, wishes, or external or internal demands." Mostly conflict has negative connotations because it evokes images of war, battles, and shouting matches. But conflict has also a positive potential. Constructive arguments can create new and innovative ideas because it forces team members to challenge ideas and not take them by rote. But constructive arguments take a lot of practice, patience, and good communication skills.

"Conflict is inevitable; fortunately the negative consequences are not. If we learn

conflict resolution skills, we can work more productively with people we disagree with, and we can even use that disagreement to foster innovation." (Landau, 1997, pg1) "Conflict is not the problem; rather, it is our reaction to conflict that generates positive or negative feelings."(Porter, 2003, p.1) A great working relationship is not always the most peaceful, however conflict resolution in work teams is more easily managed when using these three basic skills; communication skills, problem solving and use of feedback to resolve conflict.

"Effective communication can only happen when there is a free exchange of information. While you might not be able to share all of the details about business decisions or activities, you should strive to keep accounting staff updated on critical matters." (Messmer, pg15) Communication skills are the basis for progress within a work team and for our day-to-day life. Active listening is a skill that is a key for avoiding conflict in a work team. Let the person speaking finish their statement before casting judgment on what they are saying, sudden interruptions often lead to frustration and conflict. By giving the other team members the confidence to speak their opinion, you are telling them, "it's your time, and it's your turn." Look at the members and pay attention while they are speaking. By looking away or doing something else you may miss some of the non-verbal communications they are providing-you may also be telling them in a subconscious way that you are very interested in what is being said. By empowering the team members you are encouraging increased productivity and lessening the frustration level of the individual and of the team.

Be aware of other group member's cultural sensitivities. Understanding these sensitivities is very important to a culturally diverse group of any kind and of utmost importance in a day-to-day working environment such as a work team. By accepting all the team members for who they are you will be able to eliminate any possible unnecessary conflict. Perspective taking is a process in which we attempt to understand the way a person thinks and behaves based on the outside stimuli they receive and have received in the past. By being proficient at perspective taking we are more able to understand the argument of that member, thereby more likely to consider their point of view.

Proper use of tone during a conversation can help keep a potentially volatile subject in a manageable framework. Use of threatening or demeaning tone is discouraged and will not breed positive results. By using such tone you are putting others on the defensive and not at all putting them in a productive state of mind. By using a little appropriate humor you are making the meetings and workday more interesting and fun for all-especially yourself. By putting a smile on the faces of your other team members you are setting up a temporary shield to combat team conflict. By using a more positive tone the inner workings of the group will be more conducive towards bringing the results the team is looking for. Non-verbal communication should also be thought of as powerful tool in interpersonal communication. These subtle, and often not-so-subtle, cues can be used to effectively provide feedback in a non-threatening manor. However we must be sure to avoid the negative non-verbal cues, such as rolling ones eyes or shaking your head, et cetera. If the team members concentrate on courteous speaking, proper listening, proper tone and body language, the team members will be able to concentrate more on the tasks at hand. Adding a little positive attitude will assist the team in being more likely to operate productively and with less conflict, as well as making the work place a more pleasant place to be a part of. "Communication is an important consideration in a team environment because it affects group decision-making, leadership, and conflict resolution and performance feedback." (Pettit, pg12)

Problem solving in an effective manor will lessen a team frustration level and keep team morale and confidence high. Proper research and data checking is very important when working out a problem with other team members. Expressing opinions and making decisions are more effectively done when all the facts are available. This leaves one less area of potential conflict and will lead to faster and more precise problem solving. Teams use these six steps in the problem solving stage:

"Problem solving can have the following stages:

1. Defining the problem

2. Gathering the data

3. Organizing and analyzing the data

4. Forming a hypothesized cause scenario

5. Verifying the hypothesis by tests, additional data or calculations

6. Implementing a solution. "(Sofronas, pg83).

Will a learning or work team be able to solve all of their major conflicts? It is unlikely. It is far more likely we will resolve our small, day-to-day, conflicts rather than our major issues. We can lessen the impact of these unresolved conflicts by prioritizing the effect they have on us as individuals, and weigh these effects verses the effect these present to the team.

It is important for all members to believe that their opinions and ideas are vital to the team. Be sure to encourage all members of the team to participate in the problem solving process. Inclusive input from the team members will lead to more effective problem solving and also to team harmony by encouraging members to take ownership in the solution method. The successful work team or learning group will foster positive results in this manor. According the Strageos group, "Without good problem solving skills people jump to conclusions. The conclusions that various people jump