Managing Conflict with Confidence: A Systematic Approach
This past school year, I faced several conflicts with parents who felt their children deserved higher grades. While most parents understood my rationale after I explained my grading, a few did not. In these moments, I wished for a reliable system to manage such conflicts—something like a flowchart or a set of instructions for dealing with irate or unreasonable people. Although I navigated each situation using my experience and advice from colleagues, having a structured approach, would have been invaluable.
I used to think this need for a systematic approach was unique to my situation. However, reading Charles Duhigg’s The Power of Habit revealed that some companies, like Starbucks, have long had systems in place for managing conflict. Starbucks developed training materials that taught employees how to respond to specific cues, such as a screaming customer or a long line at the register. Managers drilled these responses, role-playing with them until they became second nature.
Very few people receive formal training in conflict management. Implementing procedures and training for handling difficult situations can significantly reduce stress for employees and lead to happier customers and a more successful business.
Consider the LATTE method: Listen to the customer, Acknowledge their complaint, Take action to solve the problem, Thank them, and Explain why the problem occurred. Such routines reduce uncertainty, making conflict navigation less stressful and more efficient. Preprogrammed routines help employees understand which strategies work and why, enabling them to problem-solve independently when no manual exists.
To create this type of manual in your workplace, start by:
Step 1: Identify Common Conflict Situations Make a list of frequent conflicts with customers or among employees. Understanding these common issues is the first step to addressing them effectively.
Step 2: Develop Effective Strategies Determine which strategies have been successful in the past. Research-based solutions should also be considered to ensure their effectiveness.
Step 3: Create a Manual or Flowchart Draft a simple, concise manual or flowchart outlining how to handle these common conflicts. This resource doesn't have to be extensive—just a few pages highlighting key issues and solutions.
Step 4: Provide Comprehensive Training A manual without training is not very helpful. Employees need to practice scenarios, perhaps through role-play, to learn how to react effectively in different situations.
Step 5: Continuously Update Training As new conflicts arise, update your training materials. New employees will also need to be trained on these strategies.
Routines reduce uncertainty. By managing conflict through a transparent, easy-to-follow routine, you simplify situations and remove the guesswork. This leads to happier employees and customers.
Weekly Challenge: This week, I invite managers to identify common friction points in their workplace. Where do conflicts frequently arise with clients or coworkers? Consider implementing a process to help employees navigate these situations with proven strategies.
Having such a guidebook would have helped me manage the parent relationships I encountered this year and could have streamlined many conflicts throughout my career. Investing a bit of effort upfront in creating these procedures can lead to smoother operations and more positive outcomes in the long run.
In any workplace, conflict is inevitable. Equipping yourself and your team with the tools to handle conflict confidently and effectively is a step towards a more harmonious and productive work environment.
Best wishes,
Lauren
P.S. If you need assistance in creating a conflict management manual or training program for your workplace, we're here to help. Our team specializes in developing customized solutions to enhance workplace culture. Contact us today to get started!