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Conflict Organizational

Conflict Organizational

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Published by Hari Prasad

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Published by: Hari Prasad on Dec 11, 2008
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12/02/2010

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Effectively ManagingTeam Conflict
1-800-COURSESwww.globalknowledge.com
Expert Reference Series of White Papers
 
Dealing with Conflict
Successful managers can effectively manage conflict.This ability is considered a core competency and isrequired of managers who want to grow and advance.Unfortunately,it is also one of the most difficult skills amanager can develop.The objective of this white paper is to illustrate team conflict symptoms and causes;to determine how toaddress team conflict using specific tools,skills,and processes;and to improve the ability of managers to buildteams that can deal effectively with both healthy and unhealthy conflict.This paper is written from the point of view of a manager,supervisor,or team leader.Although written fromthis perspective,team members or individual contributors can certainly benefit from reading this paper as well.When dealing with conflict,there are four major questions that should be asked:1.What are the symptoms of team conflict?2.What causes team conflict?3.How do I address team conflict?4.What tools and aids can I use to help my team deal with conflict quickly and effectively?
1.What Are the Symptoms of Team Conflict?
Conflict can be defined as a serious disagreement over needs or goals.For the purpose of this paper,team con-flict is defined as serious disagreements over needs or goals
among team members 
.Conflict behaviors,orsymptoms of conflict,include:Not completing work on-time or to quality goals• GossipNot returning phone calls or e-mailsPassive/aggressive behaviorNot responding to requests for informationHostilityHoarding information that should be shared• ComplainingFinger pointingVerbal abuseNot attending required meetingsFiling grievances or lawsuitsAbsenteeismPhysical violenceThe last two items,filing grievances or lawsuits and physical violence,require specialized and/or legal helpbeyond the scope of this paper.Each behavior,by itself,does not necessarily indicate conflict.People don’t always complete work on time oranswer all phone calls.Sometime they miss meetings.These individual behaviors might be acceptable—unlessabehavior is taken to an extreme and causes severe or irreparable damage.An extreme example might be
Barbara Bulleit, BS/BA, MBA, PMP
Effectively Managing Team Conflict
Copyright ©2006 Global Knowledge Training LLC. All rights reserved.Page2
 
poor performance,including not meeting work goals over a period of time that has an impact on team per-formance.Another example is missed deadlines caused by prolonged absenteeism or just not getting workdone.Either example can become severe or cause irreparable damage if not corrected.Either of these behav-iors requires intervention,or at least an investigation.Let’s look at two scenarios.In
Scenario A
,Fred is the lead hardware engineer in charge of the architecture for a new computer system.Inthe past,Fred’s work was good to excellent,with the latter being the norm for the past few years.Fred issomeone we could count on and delegate to,a responsible and responsive team member.Now Fred misseswork,some of his deliverables are late,and his work is not up to the quality of previous assignments.In meet-ings,he becomes hostile and argumentative.When a junior member of the team asks Fred for help he accusesthe junior member of being lazy and not able to do his job.The junior member tells Fred that the whole teamknows that Fred is coasting on past achievements and should be fired!In
Scenario B
,a project team is focused on a new application that has to be rolled out within the next threemonths.Some team members have been late with deliverables and team meetings are negative and some-times degrade to shouting matches among members.Project features and functions that should have beenincluded have been omitted or missed.In addition,team members do not always attend meetings or report onstatus,and it is very clear that cliques have formed with agendas that are not in the best interests of the team.Although we do not have a lot of information,we can already determine that we need to find out what’sgoing on with Fred and his team.If we do not deal with the situation it can become severe.In the second sce-nario,we can see that project team members are not working well together,power struggles are occurring,milestones and deliverables are not being met,and productivity is declining.We can see multiple symptoms of team conflict in each case,with more advanced symptoms in the second scenario.Neither situation will resolveitself and so requires intervention before serious damage occurs to the teams and projects.Tosummarize,the best way to identify the symptoms of team conflict is to be aware of the kinds of behaviorsthat lead to conflict.The list above is a good list to use.When we identify extreme behaviors or multiple symp-toms,we know we need to investigate.We also know we do not have a high-performance team.What is a high-performance team? It’s a group of people who have complementary skills,who understandroles and goals,and who are committed to achieving those goals together.An effective team works togethertoward mutual goals,using their individual skills and supporting each other.They communicate and shareinformation.They understand they have a “group identity”and are committed to each other,reveling in praiseand recognition and sharing the hard times.They respect each other.They have a leader who can direct,sup-port,be hands-on or off as needed,and establishes and models how the team will work together.Because of these characteristics and their leader,they will be able to differ at times,have conflict and get beyond it,andmaybe even use conflict to expand perspectives and find better solutions than they would have otherwise.Ahigh-performance team:Works together to achieve mutual goalsRecognizes that each member is accountable,a team player,and committed to achieving team goalsCommunicates effectively with each otherHas a balance of team members with the skills and abilities to meet mutual goalsShares the joy of achievement and the pain of not meeting goalsShares information,helps each other,and recognizes that the success of the group is dependent uponeach individual
Copyright ©2006 Global Knowledge Training LLC. All rights reserved.Page3

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