Conflict Resolution

Website Editor • October 13, 2021

"There will be times that simply listening to concerns will be the positive outcome you are looking to achieve, in other situations listening will be one of the steps which needs to be taken towards achieving a positive outcome."

Post by Mike Ewing

In today’s work environment we are often faced with differing points of view which may lead to conflict which can derail our ability to get things done and work together effectively.

Wikipedia defines “Conflict resolution is conceptualized as the methods and processes involved in facilitating the peaceful ending of conflict and retribution. Committed group members attempt to resolve group conflicts by actively communicating information about their conflicting motives or ideologies to the rest of the group (e.g., intentions; reasons for holding certain beliefs) and by engaging in collective negotiation.”

Some people seem to be able to say the right thing no matter what the situation or choose the right medium for their message.

Simply stated, conflict management is the process of limiting the negative aspects of conflict while increasing the positive aspects of conflict. The question therefore becomes how do we convert negative energy into positive energy? It starts with effective communication.

Anytime communication takes place there is an opportunity for conflict to arise. In the workplace this is most often due to misunderstandings and/or a lack of information. In either case, providing an opportunity for discussion and questions can go a long way to mitigate conflict before it rears its head. During these discussions, discovering the source of the conflict is key as this will determine how to move forward to turn the negative conflict into a positive opportunity.

Taking this a step further, creating psychological safety will enable you to receive the feedback and questions you need to determine the true source of conflict. Creating a safe environment for discussion will also provide you with a solid foundation for achieving a positive outcome.

When dealing with conflict it is also important to remember to listen. There will be times that simply listening to concerns will be the positive outcome you are looking to achieve, in other situations listening will be one of the steps which needs to be taken towards achieving a positive outcome.

For the situations that require you to go beyond listening, we recommend investigating the conflict from different perspectives. An important element to remember at this stage is to keep your own bias in check so that you can be as objective as possible in reviewing and understanding the source of the conflict.

Once your investigation is complete determine whether there is an option for a common goal and how that might be achieved. This step may require further discussions therefore it’s important to continue to create a safe environment for all parties involved.

If a consensus can be achieved for a common goal that’s fantastic. However, this is not always possible and you may need to work towards gaining a commitment to the goal simply because at this time it is the best option to support the overall vision, mission and/or strategy. In this instance, shift the focus to where there is the greatest unity.

Lastly, remain diligent in monitoring the progress of the goal and/or resolution and learn from the experience. Conflict Management is a skill set that we can, and should, be constantly improving because this will help us in both our professional and personal relationships.

We will delve into this topic more deeply at our webinar on October 20^th @ 12:15pm, covering topics such as effective communication, including building personal credibility, delivering positive and negative messages, improving active listening skills, rephrasing for better relationships, dealing with difficult people, handling negative situations, and constructively resolving conflicts and problem solving.

To register for this FREE webinar please follow this link: https://www.eventbrite.ca/e/webinar-handling-conflict-in-a-conflicting-world-tickets-191206001297

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By Elizabeth Jamischak • April 12, 2023

Reviewing your toolbox

Sticky Improvements and Closing the Project

By Elizabeth Jamischak • December 21, 2022

This year we have been posting about the DMAIC (Define, Measure, Analyze, Improve, Control) methodology which is the hallmark of Six Sigma theory and execution. Since this is the final blog for 2022 we decided to include both ‘Improve’ and ‘Control’ within this post. So far we have discussed the importance of defining the problem that we want to fix or area we want to improve and the value of spending time on developing a robust Project Charter, how to protect our project from scope creep by using tools such as a Data Collection Plan and how to uncover the actual Root Cause of the problem we are wanting to resolve or area we are planning to improve. In this post we will list common tools which will aid in collating all the information we have gathered thus far in our project and interpreting that information into potential solutions. However, our primary focus will be on how to actually implement change and then how to monitor / control those changes. To jump right in, some of the most common tools within the Improve phase to identify potential solutions include: Failure Mode and Effects Analysis Stakeholder Analysis Kaizen Event Poka-Yoke Cost-Benefit Analysis Matrix Diagram Once you have a list of possible solutions, selecting the best one AND implementing often brings with it stress and anxiety therefore putting a plan in place is essential for successful change. There are many templates and resources available online for developing an Implementation Plan. We recommend including the following elements: Strategy Process Action Each of these elements can be broken down by applying the 5W2H Method. For example, Strategy Who is managing the implementation of the change(s)? What is our ultimate goal with this project? When does the change(s) need to be completed? Where does this project tie into our mission & vision? Why have we selected ______ solution instead of _______ solution? How will the changes be monitored? How much will it cost to implement the changes? Process Who will be involved in implementing the changes? What is the process and timelines for implementing this change? When do we need to set our milestones to ensure success? Where does the majority of our focus need to be to successfully implement the changes? How will we communicate the change(s) to the staff / department / organization? How much effort is required from the team to implement this change(s)? Action Who is doing _______ [list specific role]? What do we need to accomplish this week / month / quarter to hit our next milestone? When do we need to test the process to verify our changes have been fully adopted? Where will we keep the documentation for implementing the change(s)? How will daily activities for ____ need to be adjusted due to these change(s)? How much time will __________ require to work on implementing the change(s)? By answering these questions, you and your team will have a clear picture of the time, human resources, financial resources and most importantly, the communication which will be required for a successful implementation of the improvements / solution you have selected for your project. The final element in a Six Sigma DMAIC project is ‘Control’. This is the phase that makes all the others worth the time and energy because in the Control phase we focus on maintaining the change(s) / improvement(s) that have been implemented. Oftentimes, the greatest challenge at this point is maintaining the cultural / psychological change that occurred therefore it is important to review your organizations infrastructure (is it technically possible to maintain the change?), the policies and procedures (do these support the change(s)?) and the culture of your organization (is everyone on board with the change(s) / improvement(s) and intentionally incorporating the change(s) / improvement(s) into their daily activities and conversations?) Some tools and activities which typically occur within the Control Phase include… Control Plan Statistical Process Control Control Charts (ex. Xbar, run chart, X-MR chart, p chart, np chart, c chart, u chart) Cost Benefit Analysis Formal Project Closure Celebration of success and team recognition As Six Sigma practitioners it is easy to remain focused on the technical aspects of a project such as collecting and analyzing the data. Therefore, in this series we wanted to highlight some key activities and soft skills which can have a dramatic impact on the success of your project. We trust you will continue to thrive and learn from each experience and that you will allocate additional time and energy to developing your plans at each stage of the DMAIC process and that you will focus on how your project will and is, impacting the culture of your organization. Thank you for joining us on this journey and we look forward to connecting in 2023!