CHAPTER What Is Conflict Resolution?

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20 ➜ PERFECT PHRASES FOR CONFLICT RESOLUTION How Do We Reduce Power Differences? Many executives report they wish they would get more pushback from their staff . They would like to be challenged and disagreed with. They purport to have “open door policies” and believe they are creating open climates where disagreements can be aired freely. Yet very few staff take them up on the off er. These leaders are either unaware of or unable to change the dynamic. Having power can be blinding. Thus the challenge in managing confl ict across diff erences is most signifi cant when you are in the more dominant powerful position. The more power you have (vis-à-vis group memberships), the more you need to exhibit the following behaviors: ■ Be aware of power diff erences. In any confl ict situation, look at the group membership diff erences in the people involved. Consider race, culture, gender, age, sexual orientation, organizational level, and any other diff erence that has resonance within the organization. Might they be hesitant to speak up or to give in? Might they feel superior and listen less? For example, women may have to walk a fi ne line when presenting a diff erent opinion—they could be concerned about being perceived as not a team player or as too pushy. Men can be blunt and direct; while such behavior might be uncomfortable, it would be perceived as being “really upset” or regarding something “really important” rather than being pushy. ■ Consider the impact of bias. Ask yourself what biases you might hold that will aff ect your behavior. For example, is it OK when a man pushes back but not when a woman does? Do you
WHAT IS CONFLICT RESOLUTION? ➜ expect your employees to follow what you say just because you are the boss? Then consider how these biases might impact the outcome of the confl ict. ■ Work hard to build relationships. Build relationships across diff erences by being genuinely interested in people who are different from you. Seek them out and inquire about their lives, perspectives, and experiences. Take extra time to explore their point of view. Building strong relationships will make it easier to discuss tough issues when they come up. 21
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CHAPTER What Is Conflict Resolution?

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