Developing a Conflict Resolution Strategy
Many organizations have low-level and high-level conflict resolution processes. Few have a strategy for handling conflicts that fall in the middle ground between informal discussion and formal intervention.
This lack of strategy can cost organizations a great deal of money due to lost time and effort. Developing a strategy for these mid-level conflicts can significantly reduce this cost.
This lens describes strategic conflict resoluton and how to apply it to your situation.
Photo courtesy of www.sxc.hu
Strategic conflict resolution is...
...the intentional training and application of conflict resolution principles and techniques to improve team results.
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Use Strategic Conflict Resolution to Improve Results and Cut Costs
- As much as 65% of performance problems result from strained relationships between employees.
- Up to 42% of a manager's time is spent resolving conflicts.
What's this about Strategic Conflict Resolution?
Most organizations have three conflict resolution systems.- Automatic or low-level conflict resolution
This system works for normal communication challenges and day-to-day conflicts. This system relies on our natural skills and talents to resolve the conflict. - Informal or mid-level conflict resolution
This is the level where many conflicts spiral out-of-control. The conflict has become a business problem because:
- work flows are redesigned,
- people avoid each other,
- people withhold information,
- people make decisions based on self-protection rather than on business interest, etc.
This system tends to leave conflicts unresolved for long periods of time. It also tends to carry a high hidden cost to the business. - Formal or high-level conflict resolution
This system depends on formal structures and third party interventions.- grievances
- mediators
- attorneys
- judges
- consultants
This is the most expensive and time consuming system.
Most of the hidden cost mentioned above (65% of perfomance problems related to strained relationships between employees and 42% of manager's time is spent resolving conflict) is spent in the informal conflict resolution system.
The goal of Strategic Conflict Resolution is to manage the informal system to reduce the wasted time, diminished decision quality, and poor results created by the conflicts that either remain unresolved or take too long to resolve.
Is this really necessary?
Or, why should you concern yourself with this concept?
Strategic conflict resolution is only important if you want to control the costs associated with the informal conflict resolution process.Using the Conflict Cost Calculator created by Dan Dana of the Mediation Training Institute, I estimated the cost of a relatively simple mid-level conflict.
- 2 employees who make $40,000/year
- engaged in a conflict for 2 hours/week for 4 weeks
- the conflict is resolved by modifying work flow around the problem
This conflict will cost the business approximately $55,000.
In the 1930's, major construction projects like the Golden Gate Bridge budgeted 1 death/$1 million project cost. The idea of strategically managing safety had not yet been born. Today, we expect safe work places where we go home at the end of the day. We no longer count 1 death/$1 million construction budget as an acceptable cost.
If we apply strategic thinking to workplace conflict resolution the same way that we apply it to safety management, we can control the costs of unresolved conflict the same way that we control the cost of injury and death to workers. We can make businesses more pleasant places to work AND get better results.
So, I guess my answer is: "Yes. This really is necessary."
Implementing Strategic Conflict Resolution
- Assess your current conflict resolution systems.
- Identify knowledge gaps about conflict resolution that contribute to business inefficiency.
- Train managers and supervisors in the art and science of mediating mid-level conflicts.
- Train all employees on the communication, self-management, and self-mediation skills necessary to effectively resolve mid-level conflicts.
- Conduct follow-up assessments to monitor progress and to identify areas for improvement.
Conflict Resolution Links
- Principle Driven Consulting
- My website.
- Resolving Conflict in Teams Blog
- My blog.
- Conflict Zen
- Tammy Lenski's website. Great perspective.
- Conflict Resolution Network
- 12 Skills for Conflict Resolution
Positive Principles Newsletter
Fetching RSS feed... please stand bySome of my favorite conflict resolution books
The Anatomy of Peace: Resolving the Heart of Conflict
Amazon Price: $10.17 (as of 12/31/2009) 
Conflict Resolution
Amazon Price: $11.53 (as of 12/31/2009)
Crucial Conversations and Crucial Confrontations Value Pack
Amazon Price: (as of 12/31/2009)
Difficult Conversations: How to Discuss what Matters Most
Amazon Price: $10.40 (as of 12/31/2009)
How to Have That Difficult Conversation You've Been Avoiding: With Your Spouse, Adult Child, Boss, Coworker, Best Friend, Parent, or Someone You're Dating
Amazon Price: $10.79 (as of 12/31/2009)
What else would you like to see here? What are your thoughts?
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Reply
- Jack_Bergstrand Jack_Bergstrand Aug 15, 2009 @ 10:05 pm
- This is a very interesting lens. You share some very helpful information and resources. I'd love it if you'd stop by my lens and say hello when you get a chance.
by recoveringengineer
Hi, my name is Guy Harris. I am a trainer, speaker, author, and consultant. I am a certified human behavior specialist and a workplace conflict re... (more)
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