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Encountering Conflict

As a program manager or leader, you can be sure that you will encounter conflict in your workplace sooner or later. 

Conflicts may start in a small way and become more significant, or they may resolve more easily as staff has time to calm their feelings.

An ECE leader or manager can take a few steps to determine how a conflict can be resolved: 

  • Evaluate the situation. Look at the scenario objectively, take note of behaviours and actions to try to identify the issues to be addressed.

  • Address the issue as early as possible. This helps to protect workplace relationships and ensure employee well-being.

  • Set up a private meeting with each of the persons involved in the conflict. If there is someone connected to your workplace, such as an Elder, who can act as a mediator you might consider inviting them too. Find a comfortable space and have water and tissues available.

  • Look for the problem, considering that one incident may not be the only reason but may be an accumulation of scenarios and indiscretions. Give the person the time to talk about their feelings without interrupting. 

  • Practice active listening. Be attentive of your body language, keeping a neutral expression and avoiding actions that appear hostile. Try to see the other person’s perspective; their values and experiences may be different from your own.

  • Provide feedback after the person has finished talking, using “I” instead of "you” if the person is upset and has hurt feelings.

  • Seek solutions together. Sometimes an apology is necessary. Sincere apologies cannot be overstated because they may not be accepted if a person feels it is insincere. While looking for solutions do not make promises that cannot be kept as it will worsen the situation and harm your credibility (Deterline, 2016).

  • Create an action plan with input from others involved in the conflict. Follow up with everyone involved after a set period of time.

Look for shared commonalities (or common ground) to focus on rather than differences. This is often a more effective way to start to address more entrenched conflict. 

Ask parties to perspective-take, i.e., to share how they assume the other party has experienced the conflict. This is often a good way to build common ground and to dispel incorrect assumptions.

References

Deterline, B. (2016, August 26). The power of forgiveness at work. Greater Good Science Center.  https://greatergood.berkeley.edu/article/item/the_power_of_forgiveness_at_work


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