Conflict Resolution & Communication

StartSITUATION

In an international team a conflict escalated over the distribution of workload, overtime, and holiday planning. The tense market situation did not allow for any loss of efficiency, quality, and time. As a first step towards conflict resolution, I interviewed each team member. The gained hypotheses about the cause of the conflict resulted in the design and implemen­tation for a workshop lasting several days. It was possible to re-establish a common basis for discussion in the team, to clarify important processes and to agree on new rules of the game.

STRATEGIES FOR EVOLVEMENT

Factual-Logic

In my interviews the triggers for the conflict were described as: higher customer demands, unclear work orders, high time and quality pressure but unchanged staff count. New projects were constantly being started. The distribution of tasks was perceived as unfair, there were accusations of over- and under-performance. In our workshop, the catalogue of services was sorted out and prioritized based on the actual resources. Important core processes were made transparent with flow diagrams. New functional descriptions were established, and tandems were formed to close the professional knowledge gaps.

Psycho-Logik

The factual conflict had led to group divisions, rumors, and mutual accusations in the team. Habits and “the good old days” were opposed to innovative ideas and experiments. After analyzing the typical causes of tensions in the team, everyone was repositioned according to their individual strengths, interests, and needs. Instead of risking conflict escalation, they all agreed, from now on, to give timely feedback and to apply appreciative communication. To better regulate their stress level, everyone agreed to accept a “no” as an answer if it was understandable and justified.

RESULT

The domino effect of unresolved conflicts often leads to reduced performance and quality, stress and dissatisfaction. Therefore, conflicts must be dealt with on a structural as well as on a personal level. Successful conflict consulting will re-establish the basis for a constructive dialogue. Without communicative and emotional blockades, factual problems can be solved more easily and effectively.