Inevitable conflict in business can work for you, not against you
Photo by Roland Samuel on Unsplash
We refer to businesses as entities, which implies a computer-like state of calculated processes and a steady hum of output. Ah, wouldn’t that be nice? But these entities run on the power of imperfect human beings, and conflict in business is inevitable thanks to our uniquely human reactions and emotions.
Many people shy away from conflict, especially at work, but I would encourage you to reframe your view of it. Conflict can actually lead to innovation and deeper problem-solving.
Leading through conflict
If you have read any of my past blogs, you won’t be surprised to learn that productive conflict begins with a self-aware and empathetic individual. As a leader, these important emotional intelligence (EQ) traits will allow you to lead through conflict rather than react impulsively to it.
In this interview with Dr. Joann Farrell Quinn, professor and researcher with a focus on emotional intelligence, she talks about the importance of self-awareness and empathy:
“Leaders have to be self-aware in a conflict situation, even if it is a minor conflict. With self-awareness, leaders keep that prefrontal cortex—the executive thinking function of the brain—engaged to recognize they are responding instead of reacting from the limbic fight-or-flight response…
If you have empathy, you are going to be better at engaging with another if you need to resolve something, because you are going to relate. Recognizing that we all have different ways of thinking and perceiving situations is crucial for productive conflict resolution.”
The self-aware leader does not back away from conflict. The empathetic leader works to uncover the deeper motivations behind the conflict rather than trying to brush it under the rug.
Productive conflict
As a leader, when you tap into your emotional intelligence skills, it helps you to slow down and encourage conversation. That, in turn, leads to an understanding of your employee’s or team’s pain points.
Yes, emotions run high, but you can take the static charge out of the situation fairly quickly by seeking to understand the person and the problem. Just knowing that they have been heard encourages many people to breathe a little deeper and communicate with more trust.
Productive conflict works to uncover the root issues that lie below the surface. When frustration boils over into anger or outbursts, you can bet there’s a business challenge there that your team needs to solve.
As this HR writer notes:
“Success at work requires productive conflict. We are constantly considering new products and services, new requirements from our customers, and new improvements in our ability to deliver on the expectations of our stakeholders. We need the best answers and ideas, which requires us to challenge our assumptions and vigorously debate new approaches and answers.”
While individuals might initially disagree on the right approach to the problem, encouraging open and honest assessment will allow colleagues to brainstorm solutions more effectively than staying quiet and trying to chip away at the issue independently. You can mediate the conversation and help it stay focused, and you can also guide your team to avoid personal attacks.
Think of conflict within your team as the ultimate focus group. If they have uncovered an issue with a product or process, you can bet your customer or end user will too. It’s better to hash out these issues sooner than later. In the process, your team of smart and talented people might even discover new ideas or innovations that could lead to new opportunities for the business.
Author Greg Satell talks about turning problems into innovations in his book, “Mapping Innovation.” He discusses that idea here:
“...the most innovative firms aren't necessarily any more creative or even better at solving problems than most. Rather, what set them apart was how they aggressively sought out new problems to solve. The truth is that if you want to create a truly innovative culture, it isn't ideas you should glorify, but problems.”
If the conflict is less about a work product and more about the inner workings of your team, that’s also incredibly valuable information for you as a leader. If your team has personality or style conflicts, you have the power to bring them into alignment around a shared purpose.
Ignoring conflict rather than seeking to collaboratively resolve it will only allow resentment and frustration to fester, which will lead to poor team morale, diminished outcomes, and even attrition.
Working with an executive coach can help you practice and hone your productive conflict, leadership, and executive presence skills. Reach out to me for a complimentary strategy call to learn more.