Conflict Resolution In Work Teams

Conflict is unavoidable in work teams. A team in itself is a group of individuals working together towards a common goal. Individuals by nature are just that - individuals. No two people are the same. Our differences can be physical, mental, emotional, intellectual, educational, fundamental, and the list goes on and on. The unavoidable fact is that we are all so different in so many ways that there is no way we can work together without encountering conflict at some point or another. The key to the success of a team is recognizing the source of the conflict, and then taking the necessary measures in resolving the conflict in an effective and efficient manner. In doing so, conflict can even be used to enhance the creative power of the team. We will discuss the different types of conflicts that can occur, as well as some of the most common methods for resolving conflict.

Types of Conflict

There are two major types of conflict - emotional and cognitive. Conflict in groups is inevitable and should be viewed as an asset rather than something that should be avoided. We need to learn to manage conflict productively.

Cognitive conflict or C-type conflict is the intellectual opposition to the content of ideas. It can be a result of differences over procedures, ideas, opinions, or reasoning processes. Engaging in cognitive conflict increases the productivity of a group because ideas are tested and evaluated on their merits using evidence, logic, and reasoning. Because cognitive conflict is so essential to the critical thinking process, a devil's advocate is often used for the specific purpose of creating substantive conflict. When engaging in cognitive conflict it is important to focus on the issues rather than the people presenting the issues. It is vital that the members view differences of opinion as being helpful to the success of the group project. In order to create a cognitive conflict environment, each member should pay tribute to the person suggesting an idea before presenting an opposing view. It is important not to view rejection of one's own idea as based on personal preferences or opinions.

The emotional conflict is demonstrative and personal - creating friction, tension, and dislike among group members. Another name for this type of conflict is A-type conflict. It can arise from matters of fairness, or it can be created by dissatisfaction from social aspirations such as the needs for inclusion, control, and affection. Emotional states or perceptions can play a significant role in the early forming of emotional conflict as well. Emotional conflict comes from the perception that one is being attacked or criticized, and therefore should be avoided. This form of conflict does not contribute to the productivity of groups, as teams become preoccupied with reducing hostilities. Furthermore, emotional conflict does not better interpersonal relationships; it actually does just the opposite. Avoiding personal criticism, sarcasm, and disregarding others' ideas are ways that could minimize unwanted opposition. In cases when others question one's own ideas, remaining positive is the best approach. Always bear in mind that such questioning of individual's ideas is necessary to the critical thinking process.

The communication of ideas is important in furthering cognitive conflict and avoiding emotional conflict. One way to manage conflict is to actually provoke such a clash in a controlled setting, and then plan a process to bring about the desired outcome. Rather than waiting for the conflict to happen, a pro-active approach in recognizing the potential for such an issue would help guide team members in the direction of the facilitator's choice. Another solution would be to provoke a discussion between team members, educate them, present materials on the subject matter, and then create a project in which each team member would study the topic and report on it. This type of exercise would help in assuring individual members are aware that conflict is a recognized social behavior in their environment. By making them aware, they will expect conflict to happen, and they can learn how to benefit from it.

Conflict resolution

Once the conflict has arisen it is important that the team recognize that the conflict exists and deal with it at that time. It's also important to understand what the conflict is about and what issue is causing the conflict. After those two things have been accomplished there are several paths that a group can take to resolve the conflict. Let's take a look at a few of the resolution methods now.

The first method that we will look at in resolving conflict is the avoidance method. With this method a member of the team chooses not to address the issue that is causing the conflict. The team member may try to avoid the issue, change the subject, or leave the team in an attempt to avoid the conflict. This method works to avoid conflict, but doesn't actually solve the issue causing the conflict. There is always a loser when this method is applied.

Another method at resolving conflict is the accommodation method. Using the accommodation method one of the people involved in the conflict will resign his opposition and allow the other person to have "their way" with in the group. Often times this is also referred is one person self-sacrificing their position in order for the group to remain in harmony.

A third method is the compromise method. The main purpose of this method is finding a fair and acceptable resolution to the conflict that everyone can agree to. In doing so you do not alienate any one person in the group and the group attempts to find a happy medium in order to proceed. One of the things to watch out for in this method is that the people who are having the conflict will want to ensure that they have given up just as much as the other. A major drawback to using this method is that the conflict could further escalate while trying to solve the conflict.

An additional method used for resolving conflict is the competition method. This method is usually pursued by one of the people involved in the conflict. Often times he or she puts his or her own interests above the other person's interests. This method is employed as a way to gain power within the group. Before allowing this to happen the group needs to carefully consider if this would be beneficial to the group or to one individual. This method always has a winner and a loser.

Finally there is the collaboration method. When this method is used both parties try to work together to find a solution to the conflict. The key to this method is identifying the underlying concern of both parties involved in the conflict. The group then takes into account the concerns of both parties and works together