How do you manage conflicts in the workplace?
How do you manage conflicts in the workplace?
A disturbing video went viral on Monday 24th May 2022, showing a worker for a subsidiary of Chicago Based United Airlines, fighting with a former NFL player, Brendan Langley. Both are shown shoving and punching each other. Langley was arrested on assault charges though he said he acted in self-defense. The worker has been fired. https://youtu.be/toOHfQ_Emt0
Conflicts are inevitable within the human space. Conflicts can occur between two or more employees or between employees and customers. How do you manage conflicts in the workplace when they occur?
Seven Ways to Manage Conflict in the Workplace
-In times of conflict, don’t take sides.
If you are not directly involved in the conflict, remain totally objective and firmly in the middle. If you take sides, then you are part of the argument, fight, or disagreement. Remain impartial, be calm and be the diplomat.
-Never lose your temper.
If you lose your temper, then you are part of the problem. Don’t get emotional. Don’t give in to bullying or over-assertive behavior.
-Don’t get personal
You don’t have a personal problem with the people. It is their behaviour that is wrong, not them. Don’t use harsh words towards the people involved. It would only worsen the situation.
-Know how to handle other people’s anger
Anger if not properly handled can go overboard. They may even turn at you. For instance, an aggrieved customer needs a listening ear first and an apology, not a rebuff or lengthy explanation.
–Don’t try to brush off incidences or make snide jokes at an aggrieved customer or colleague. Acknowledge when you are wrong and make amends.
-Show empathy
Show an aggrieved client that you sympathize with and find some way to put things right. You may not be able to grant their request but you can let them know that you appreciate their feelings, rather than brushing them aside.
-Walk away or seek help.
If the person is deliberately trying to intimidate you, bully or harm you, walk away immediately or seek help.
More in Part 2
Success in Career Series @ Nkese Umofia
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