Conflict Resolution in Work Teams
Conflict in work teams is inevitable but does not necessarily impact a team’s performance negatively, and the successful use of teams can be the cornerstone of good management as long as constructive solutions are implemented along with open-minded communication within the group. Conflict Resolution in Work Teams What is conflict? Conflict, as it pertains to productivity in work teams, is defined as, “the clashing or variance of opposed principles, statements, arguments, etc. ... While there are different types of conflict, many of the sources and causes are the same. The primary issues that are the source of most conflict, according to a study on sources of project conflict by Kezsbom (cited in Townsley, 1995) include: · Goals and priority issues · Personality and interpersonal issues · Communication and information flow Differences in perspective, in relation to goal setting and prioritization of tasks, can create tension in work groups. ... When team members either do not or cannot communicate, work teams are not able to function efficiently as we will explain in the next section. Types of conflict Source of team dilemma There can be several types of conflict within a work team. ... Team members each have the responsibility to solve problems and work together to accomplish a company’s organizational goals, and often can. However, this productivity or change in growth often causes certain types of conflict, and as we will see, can erect roadblocks that either slow the team down or bring it to a standstill. ... The types of conflict that we will discuss, include: · Personal conflict · Peer to peer conflict · Supervisor to worker conflict · Worker to supervisor conflict · Team conflict Personal conflict Personal conflict occurs when a team member has a personal dislike or negative attitude, either toward another team member, the team itself, the organization, or the focus of the team’s effort. ... While healthy competition, which we will discuss later, can aid in the work of the team, competition to satisfy the needs of a team member’s ego rarely add value to the team. ... He may push or insist that the bulk of the work be directed to the workers. ... Team Teams frequently have issues with authority, especially in self-directed work teams, where no single individual wants to be in charge, or all the individuals want to be in charge. ... Situations in which teams lack sufficient members, lack the proper budget or resources, or possibly the authority to complete the project at hand, can create serious problems in accomplishing team goals. Is conflict always bad? While many tend to think of conflict as unpleasant, there is both destructive and constructive conflict as shown in Table 1 below. Table 1Destructive and Constructive Conflict DESTRUCTIVE CONFLICT· Diverts energy from real task· Destroys morale· Polarizes individuals and groups· Deepens differences· Obstructs cooperative action· Produces irresponsible behavior· Creates suspicion and distrust· Decreases productivity CONSTRUCTIVE CONFLICT· Opens up an issue in a confronting manner· Develops clarification of an issue· Improves problem-solving quality· Increases involvement· Provides more spontaneity in communication· Initiates growth· Strengthens a relationship when creatively resolved· Helps increase productivity ( RATZBURG, 1999) We can see from Table 1 that bad or destructive conflict does nothing to help the team accomplish its work nor does it lead to the attainment of its goals. On the other hand, good or constructive conflict is the desired condition that which a team should make every effort to achieve. Furthermore, constructive conflict enhances group participation and creates an environment in which the issues at hand are resolved and the individual team members leave the meeting with more than they brought in. Finally, constructive conflict strengthens the team and provides for a productive atmosphere. Real world example The use of constructive conflict in a work team is best exemplified in Jim Collins’(2001) book Good to Great. ... 9-10) Ways to diffuse bad conflict Effective Solutions Within the realm of conflict resolution, there are five different modes that we will characterize separately. There is no single or correct approach to confronting conflict but there are some useful criteria in choosing which method is best suited in a given situation. ... Many teams get into the habit of using the same mode for each problem. ... Teams must know how and when to use the appropriate modes to resolve conflict.