Resolving conflict within teams

Headnote

Gary and Justin are a part of a self directed workteam. They are working on a problem of material delivery to their work stations. Gary has a solution which he sees as very logical and has been trying to get the team to accept his point of view.

However, Justin views the problem in a different manner and is in total disagreement with Gary as to how to solve the problem and he does not know what to do. Because of their disagreement, productivity of the workteam has suffered and there seems to be no solution in sight. Gary and Justin are caught in a dispute and they need the skills to resolve it.

Many people and organizations view conflict as negative and something to be be avoided. Conflict, disagreements and differences are, however, a natural result of people working together. Without it, complacency can rule and the development of the team and/or the team member can be seriously impeded. However, many people have never been taught how to deal with conflict and controversy at work effectively. Knowledge and practice of appropriate conflict resolution skills can help teams and individuals deal with and effectively resolve disagreements which ultimately can lead to a more productive organization.

How shall we define conflict?

Kenneth Boulding defined conflict in 1962, as, "a situation of competition in which the parties are aware of the incompatibility with the wishes of the other." In theory, conflict, like water and fire, is neither good nor bad. Unlike water or fire, however, conflict is not something that can been directly touched, weighed or seen -- it lies in the minds of the people who are in conflict. The results of conflict can be seen, however, when it shows itself in arguing, brooding, or fighting.

Conflict becomes a problem when people are unable to manage and resolve it effectively. If conflict is not dealt with constructively, it can be a powerful destructive force between people and within organizations. If it can be managed effectively, conflict can be turned into a constructive force.

Constructive conflict -- Conflict can be considered constructive if:

1. People change and grow personally from the conflict.. .

2. The conflict results in a solution to a problem...

3. It...