Conflict Resolution in the Workplace

Conflict Resolution in the Workplace

In this case, it seems the worker felt that her colleague was being disrespectful. While the incident description doesn't describe the conflict management process that took place, the solution suggests that senior people in the Management Department are attempting to resolve the conflict by separating the two workers. While the solution of giving the unhappy worker his/her own office might work, the process of coming to that decision is problematic. Most importantly, removing one staff member and offering that one person a work space promotion -- by moving him out of a cubicle and into his own office -- is likely to intensify the conflict between the two workers rather than create workplace harmony.

Conflict resolution means more than simply eliminating the symptom. Even if these two workers are effectively separated and therefore able to conduct their own work without interfering with one another, the simmering conflict between the two is likely to appear in another context. By tightening up the process of conflict resolution, the participants will experience increased understanding, increased group cohesion, and improved self-knowledge. That is, instead of just solving the problem itself, a skilled conflict resolution process will have several side benefits as well.

The Interest-Based Relational Approach offers one such path toward conflict resolution. According to this methodology, individual differences are respected while a facilitator can help those people from becoming overly entrenched in their positions. Thus, in this situation, a facilitator might be call the two workers into a private office for a discussion. Each would have an opportunity to present his/her concerns in a courteous manner, being careful to separate commentary about the problem from commentary about the person. A good facilitator will be able to use active listening skills to gently guide the discussion to this more productive tone. Allowing the colleagues to work together to come to a solution will generate team-building skills and will likely create a stronger relationship between the two. Even if they come up with the identical solution -- moving one person into a private office -- the process will empower both workers and the solution is less likely to lead to future problems down the road.