GUEST: Diane Blankenburg is CEO & Co-Founder of Humane Network. She was Community Programs & Development Director for Nevada Humane Society, Katrina Rescue and Recovery Director for Alley Cat Allies for 2 years, and Network Director for Best Friends Animal Society.
MAIN QUESTION: How can leaders and managers handle internal staff conflict better?
TAKEAWAYS:
- A leader or manager should get involved with a staff conflict if it starts to get in the way of work getting done, goals of the organization, or team relationships. Consider the consequences of not dealing with the situation.
- The ultimate goal is to find common ground among the individuals concerned that you can then build a solution on.
- Sit down with the individuals involved and try to understand the whole picture, knowing that there may be more going on than just the surface conflict. Don’t make assumptions; ask the people involved what is creating this issue.
- When emotions are high, one way to ratchet down the tension is to show empathy, convey you understand how they feel, and reflect back what you've heard from them.
- Conflict is not something to fear. When differences can be expressed and discussed respectfully, conflict can be a healthy part of an organization’s culture that leads to better brainstorming, plans, solutions, and relationships.
- Conflict can sometimes be prevented by setting clear expectations. Having job descriptions, processes and checklists in place, as well as reinforcing the mission and expectations verbally, can help keep people pulling in the same direction.
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