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Part Two: Conflict Resolution In A Workplace

Part Two: Conflict Resolution In A Workplace
Mayur Kalbag
May 05
11:06 2018

The chief executive Officer, Jatin Lal was keen to share his thoughts and obser­vations regarding the various effective ways of handling and managing conflicts and hence he continued to address his team.

“Dear heads of departments, I have decided to come and attend this meeting to specifically edu­cate and guide you in regards to managing and dealing with con­flicts in the best and most posi­tive ways,” Mr Lal said.

Role of communication as a tool to resolve conflicts

“One of the most fundamen­tal reasons for Rajeshwar and Anjesh to resolve their conflicts was their attitude of openness to discuss and communicate between each other on certain things that were expressed dur­ing the HOD meeting.

When I got to know that there was this negativity going on be­tween them and that too for al­most a month I decided to call Rajeshwar and Anjesh to my cab­in and requested them to share their own respective thoughts and feelings about this conflict.

It was only when I almost coaxed them to ‘open up and ex­press freely’ that they began talk­ing about what they felt.

This communication between Rajeshwar and Anjesh was cru­cial for the conflict to be resolved and that is because both of them were able to speak up quite freely about their own reasons for all the things they had said at the meeting.

It was at that time Rajeshwar told Anjesh about his disappoint­ment at being spoken to in a rude tone in front of all the other HODs.

Anjesh listened attentively and then thought about it for a couple of minutes.

He seemed to have realized his mistake and immediately apolo­gised.

Dear Rajeshwar, in a fit of ex­citement and over-confidence I did speak to you rudely and in a tone of arrogance.

I should not have done this and I am really sorry about that.

If there was an issue with you and your marketing team I could have spoken to you about it per­sonally rather than in front of all the other HODs.

I realise this and I wish to gen­uinely apologise the moment Anjesh said all this I could see Rajeshwar more relaxed.

Dear Anjesh, I too crossed the professional line and said a few things about you and your team.

“I know that it was my reaction to the things you had said but then I still believe that the man­ner in which I reacted especially the tone in which I spoke was completely wrong.

I too would like to apologize to you for that” I then, made both Rajeshwar and Anjesh shake hands and told them to always discuss problems or issues on a one to one basis through regular communication.

Two way communication process, conflict resolved

Dear HODs, what I wish to tell all of you is that if and when you have a conflict or a very heated argument with someone profes­sionally or personally and you realize that the conflict is getting worse then please gather all your courage and positive emotions and initiate a process of commu­nication with that person with whom you are having the conflict.

It is only when there is a two-way communication process that a conflict can be resolved success­fully.

As a CEO I wish to have all the HODs and their respective teams to work together in a cohesive and conducive manner and even though there could be and will be differences of opinion and con­flicts between you and the others I still urge you to resolve them through ‘positive communica­tion’.

What you need to do is just meet up formally or even informally for coffee and start talking to one another with the main intention of resolving your differences.

You must understand that mis­understandings could also lead to conflicts and in such situations the process of two-way commu­nication can act as an important catalyst in resolving the misun­derstandings.

Polite tones

I also believe in the use of ‘po­lite tones’ in the most heated of arguwments.

As corporate professionals it is vital that we don’t lose control over our tones of communica­tion.

Even if someone disagrees with you and you get upset by another person by what and how he or she may have spoken to you, the first thing you must do is not get rude in your tone and insulting in your words.

Diplomatic: true character of a

person

Remember, being ‘diplomatic’ in the most negative situations is the true character of a person.

Also you must understand that,‘diplomacy is the art of ‘say­ing the most unpleasant in the most pleasant manner’.

Finally friends, never ever for­get that even the mightiest coun­tries across the world have tried to resolve their conflicts or ‘dif­ferences’ through ‘focused and positively – Intended communica­tion.

We are an organisation and I be­lieve we can do the same if and when we may face conflicts.

Dear HODs, I am very sure if each one of you can ponder over the thoughts I have shared and implement them whenever you are faced with a professionalor personalconflict, you will surely resolve it successfully”.

Saying this Mr. Jatin Lal thanked all the HODs for their time and left the room.

That day, all of them had learnt some positive and productive les­sons on dealing with conflicts.

I am sure all of us have also learnt a few but important les­sons and will use them whenever faced with a conflict!

(This is a continuation from Mr Kalberg’s column in last Satur­day’s Fiji Sun Business Liftout).

Feedback: maraia.vula@fijisun.com.fj

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