Culture and Conflict

Conflict management is a critical part of employee engagement and organizational culture. The following is an excerpt from an interview I did with Authority Magazine on the topic of Workplace Conflict Resolution.

Why it is so important for leaders to learn and deploy conflict resolution techniques?

While managers are often caught in the middle, it doesn’t mean they own the problem. Team members own the conflict, and they should solve it. Empowering them to do so is motivating. When managers learn and then model conflict resolution, or conflict management, techniques, their teams will pay attention and follow. Team members will develop necessary skills.

In managing conflict, a savvy manager recognizes there is an opportunity to hear and understand different viewpoints. Working relationships are strengthened. By embracing the point of view that conflict is essential in the workplace if it’s part of a creative and engaged culture, the team will grow and thrive.

Employee engagement is more than the feel-good stuff, as a former colleague used to say. It’s making sure people have a voice and a place to express opinions that drive outcomes that matter. Leaders who understand conflict management and their role in it, understand that by giving their employees that voice and authority they are engaging them not only in conflict resolution, but also in strengthening the culture. This is where (organizational) culture meets conflict.

Conversely, if there is not an effective way of resolving conflict, how does it impact employees and the organization?

Employees today want to be part of an organization that has meaning and values they can relate to and believe in. Not only will they be quick to leave if the organization doesn’t align with their values, but the word will also spread both inside and out. Retention will suffer.

Since employees are closest to the work (and to their peers), they need the freedom and authority to solve their own problems. If they don’t have that authority, their good ideas will be stifled, and they are likely to burn out. Giving them that freedom is an example of the meaning of Inclusion in DEI.

Conflict left unchecked becomes disruptive, and disruptive conflict will negatively affect morale. More importantly, they are likely to lose trust in the leadership. It can impact productivity, the bottom line, and have a ripple effect. Good employees want to work with other good people—people who are respectful and kind. They want to collaborate with their peers. If they can’t, chaos will result.

In these times, leaders can’t afford to be silent or overlook conflict. They will lose good people if they do.