While we’d all like everyone to get along in the workplace, the reality usually involves a few conflicting personalities along the way. And every once in a while, those personalities truly clash, throwing a wrench into the general flow of the office, resulting in stilted productivity and the occasional serious conflict. So how do you, as a manager, find a way to bridge gaps and create unity when not everyone works the same way?
- Figure out the root. Why has this conflict occurred? Do the employees have different ways of attending to a project and simply clash on the best method? Does someone have a negative attitude that affects their co-workers? Or have background differences led to warring perspectives? As a manager, you need to keep your ear to the ground so you can address such conflicts as early on as possible before they become a larger problem. And figure out if this is simply a misunderstanding or something deeper that requires mediation.
- See if something can be done at a higher level. While employees should learn how to get along and work together in order to get a job done, the conflict may actually arise from something out of their control, such as poorly defined roles, lack of support or conflicting information. Make sure that employees have a clear understanding of objectives and how to meet them, as well as who needs to work on what. And if they do feel unsupported, a manager may need to look at procedures and protocols to make some changes — which will benefit the overall work environment.
- Allow voices to be heard. As film producer Robert Evans says, “There are three sides to every story: your side, my side, and the truth. And no one is lying.” When mediating, allow each person involved the chance to give his side of events without interruption or response from the other parties. Sometimes it’s enough for workers simply to feel they’ve been heard, and sometimes talking it out leads to an easy solution. Give each person a fair amount of time to voice concerns without feeling attacked or embarrassed.
- Help find a solution. Sometimes it takes a third party to help solve the problem when antagonism has arisen and led people to react emotionally rather than rationally. Help them find common ground. It may involve the parties agreeing on the problem, and one small change can improve the situation. For example, if it involves a disagreement on a team project, remind them they’re both working toward the same end goal, and they can each use their strengths to make it happen even if they have different approaches. Allow the employees to participate in finding the solution.
Conflicting personalities can’t always be resolved, but taking the steps outlined can help alleviate a number of problems. When you approach such problems head-on and thoughtfully, rather than ignoring them and hoping they’ll go away, you’ll solve more than you create.
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