An important part of our role as leaders is leading and managing through conflicts. Conflict can arise internally between team members, between a leader and a team member, between two departments, or between two leaders. A conflict can also arise externally between a team member and a customer, between a leader and a customer or between a team member or leader and a supplier or a vendor. Conflicts can have serious consequences including “product delays, increased costs, and dwindling market shares” (Dubrin 2010). Conflict also bars collaboration between departments or between team members. Before we try to resolve conflict, we must first understand conflict. Then, we must consider the five conflict management styles and determine which one to use in the specific situation. We as leaders can also use different approaches to resolving conflicts. This section of the handbook will discuss understanding conflicts, the different conflict management styles, and approaches to use to resolve conflicts.
Understanding Conflict
We cannot attempt to resolve a conflict until we fully understand conflict. Conflict is a normal and healthy part of relationships. When handled properly, conflicts can actually strength a relationship instead of destroying it. (Segal & Smith 2013) Many different things cause conflicts. Eight common causes of conflict are (Gatlin, Wysocki, & Kepner 2002):
1) Conflicting Needs – In the workplace, these needs could include resources, recognition, or power. (Gatlin, Wysocki, & Kepner 2002)
2) Conflicting Styles – People approach other people and problems differently because we are all individuals. We all need to understand our own style and how to accept the styles of others around us. (Gatlin, Wysocki, & Kepner 2002)
3) Conflicting Perceptions – People also have different perceptions and may view the same issue in dramatically different