It seems that your work group is in conflict much of the time. one colleague has suggested that you, as the supervisor, are responsible for eliminating the conflict so that your work group can function harmoniously. another colleague has suggested that conflict is good for stimulating creativity and productivity within the work environment. you are unsure about whether you should try to eliminate the conflict within your group or learn to deal with it positively. what would be your next steps?

follow the process of conflict solving.

Explanation:

1. Agree on a mutually acceptable time and place to discuss the conflict.

2. State the problem as you see it and list your concerns.

Make “I” statements.

Withhold judgments, accusations, and absolute statements (“always” or “never”).

3. Let the other person have his/her say.

Do not interrupt or contradict.

Do not allow name-calling, put-downs, threats, obscenities, yelling, or intimidating behavior.

4. Listen and ask questions.

Ask fact-based questions (who? what? where? when? how?) to make sure you understand the situation.

Ask exploratory questions (what if? what are you saying? is this the only solution to our problem? what if we did such and such? are there other alternatives to this situation?).

Avoid accusatory “why” questions (why are you like that?).

Use your own words to restate what you think the other person means and wants.

Acknowledge the person’s feelings and perceptions.

5. Stick to one conflict at a time — to the issue at hand.

Do not change the subject or allow it to be changed.

“I understand your concern, but I’d like to finish what we’re talking about before we discuss it.”

6. Seek common ground.

What do you agree on?

What are your shared concerns?

7. Brainstorm solutions to the conflict that allow everyone to win.

8. Request behavior changes only.

Don’t ask others to change their attitudes.

Don’t ask them to “feel” differently about something.

Don’t ask them to “be” different.

If you want them to “stop doing” something, suggest an alternative action.

9. Agree to the best way to resolve the conflict and to a timetable for implementing it.

Who will do what by when?

10. If the discussion breaks down, reschedule another time to meet. Consider bringing in a third party.

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