Building an Effective Conflict Culture
In September 2020, the National Bureau of Economic Research published a working paper on the importance of building an effective conflict culture in organizations. Conflict will always exist because there are always disagreements between people. Conflict needs to be carefully managed; otherwise, “the destructive side of conflicts is likely to dominate.”
Through a series of experiments, the studies authors show that effectively managing disagreements leads to improved organization success. This idea is not new. In 2002, Kirk Blanchard and James Gibson published Capitalizing on Conflict. This book provided a guide for business leaders to manage disagreement to make better decisions. Team of Rivals by Doris Kearns Goodwin, 2006, tells the story of Abraham Lincoln and his ability to bring diverse groups together.
It is the responsibility of leaders to manage conflict and guide teams in productive discussions. Everyone is part of your organization for a reason. They all bring unique skills and experiences that add value. Guided discussions explore all points of view. They encourage participants to make their case. Making a good case requires a command of the facts, experiential proof, and acknowledging the underlying assumptions. Each person’s unique experience and education will add to the total body of knowledge. This improved understanding results in better decisions and, hopefully, consensus.
One of a leader’s key roles in this process is to make everyone feel like they have been fairly heard. At some point in the process, the process needs to end, and a decision made. The best decisions include elements of many individual positions, but not necessarily all the ideas presented. In a well-run process, people can support the decision even if it conflicts with their personal opinion.
Managing conflict is a key test of leadership. Passing the test requires a leader to listen carefully and embrace ideas that are not their own. By demonstrating a willingness to learn and grow, leaders will create an environment of trust and loyalty.
