Management Summary
Conflicts are part of life and unavoidable if further development is to take place. Different opinions, expectations and interests inevitably clash in teams and organisations. This energy can be utilised for the benefit of further development the more people involved have the ability to deal with conflict - especially managers. But what exactly does the ability to deal with conflict mean? Why is it a key leadership competence and how does this competence manifest itself in everyday life?
Conflicts cost organisations and our society money. This makes it all the more important to develop conflict management skills.
What is conflict resolution?
Conflict skills describe the ability to accept conflicts without judgement as part of development processes and to deal with conflicts constructively. This includes recognising conflicts, addressing them promptly and in a solution-oriented manner, and then developing possible solutions with the people involved in a second step.
People with strong conflict skills are able to perceive conflicts - including those in which they are involved - from a neutral observer's perspective, to recognise the different levels and aspects of the conflict and to approach the people involved in the conflict without an attitude of reproach.
Why is the ability to deal with conflict a key leadership skill?
Managers are often at the centre of conflicting priorities: between their own expectations, those of their superiors, shareholders or supervisory boards and the expectations of their employees. They are required to balance the tension between changing markets, their own performance and the performance of their organisation - all within a tight schedule.
If conflicts are not recognised in all their complexity in good time and addressed in a value-free manner, they follow their own dynamic and become more destructive. In organisations, this always leads to reduced productivity and damaged or destroyed trust. It can lead to a culture of guilt and fear, internal resignations, a decrease in quality, an increase in sick days or resignations.
Conflicts act like a negative energy field underground. They cost an organisation money and creativity.
Characteristics of a pronounced ability to deal with conflict
A manager's ability to deal with conflict is reflected in many aspects of their behaviour. The environment recognises the following characteristics in particular:
Neutrality: Managers who are able to deal with conflict are able to separate people and issues. They create an atmosphere in which differences of opinion can be addressed immediately without fear of negative consequences. They listen actively and ask open questions in order to understand the perspectives of all parties involved.
Clarity: Managers who are capable of dealing with conflict recognise the various aspects of the conflict. They clearly name conflicts and their causes without glossing over or dramatising them.
EmpathyConflict-sensitive managers show empathy by recognising the feelings and needs of those involved and taking them seriously.
Solution orientationInstead of apportioning blame, they focus on possible solutions. They encourage constructive dialogue and look for compromises that all parties can accept.
FeedbackConflict-capable managers are not afraid to give critical feedback in an understandable way. They therefore make a decisive contribution to the further development of their environment.
Decision-making powerManagers who have the ability to deal with conflict as part of their skillset are able to make unpopular decisions within a reasonable period of time and to defend these decisions.
SovereigntyEven in tense situations, managers with a pronounced ability to deal with conflict remain in the observer's perspective. They are calm and exude a sense of security. In this way, they convey to the people involved that the conflict can be resolved.
Conclusion: the ability to deal with conflict is a key leadership skill
The ability to deal with conflict is a key leadership skill. It can be developed as part of a personalised coaching session by dissolving blocking beliefs.
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