Conflict Management Coaching - IPMA

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Managing Conflict
by Managing
Communication
By Diane Bogino
conflict isn’t happening, then the organization has no reason
for being,” so stated Dr. Louis R. Pondy in his paper, Reflec-
“If
tions on Organizational Conflict.
However, Pondy, until his death in 1987 served as the head of the
Department of Business Administration at the University of Illinois
at Urbana-Champaign, had his own conflict over this very topic.
Twenty years earlier, he had written a different opinion on conflict,
and after careful study and debate, changed his philosophy to the one
quoted above.
The truth of the matter is that often our own efforts at everyday
communication can be the source of conflict. Someone makes an offthe-cuff
remark that stirs up conflict. A colleague may say something
not meaning any harm, yet the receiver perceives an entirely different
meaning. This is when communication can seemingly skyrocket out
of control and affect teams, workgroups, and entire departments.
Culture adds another dimension to our ability or inability to
communicate effectively. Culture encompasses not only global
cultures that come together in a work situation, but industry, organizational,
and even departmental cultures as well. Despite this, people
do share many traits, behaviors, and communication styles worldwide
that can lead us to better understanding, effective communication,
and increased productivity. This is not to say that even the greatest
improvement in any of these areas will eliminate conflict, but that
should not be our goal. Effective management of conflict and using
conflict to identify problems and make changes creates opportunity
and growth. It’s true that conflict can be a destructive force, but
healthy conflict can bring benefits to the table.
1. Conflict can produce a better understanding between
people having conflicts as well as the issue at hand.
Here’s a bombshell for you: not everyone sees issues in the same way.
Everyone has a slightly different perspective. The point here is that
perhaps some experience has taught them a better way or maybe
they’ve learned consequences that were before unforeseen. Or, sometimes,
discussion alone can spark new ideas and perspectives, and
bring forth creative problem solving. Typically, people become
emotional about a topic, develop tunnel vision around it, and can see
no other alternatives. Many times, this is why people commit suicide;
they can see no way out of their conflict, be it with others, money, or
the authorities.
2. Conflict can enhance motivation.
People who do not care about a particular issue one way or the other
do not fight for it. In other words, they are not willing to expend the
time, energy, effort, or resources to change either the current situation
or the outcome. Conflicting debates can encourage someone to
do research and uncover facts for themselves—facts that hopefully
will promote understanding or bring a different perspective to the
table for all involved in the conflict to consider. For example, a
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