Conflict Strategies: Transforming Conflict into Productivity

Posted on | August 2, 2009 | No Comments

A recent study (PDF) conducted by CPP, Inc. in partnership with OPP, Ltd in Europe and Fellipelli in Brazil examined workers in nine countries
to see how different cultures view conflict. The authors reported astounding findings!

Here are some of the findings:

  • 85% of employees at all levels experience conflict to some degree
  • In the U.S., 36% of employees report dealing with conflict always or
    frequently
  • U.S. employees, on average, spend 2.8 hours per week dealing with
    conflict‹which adds up to 385 million working days per year
  • In the U.S., time spent on conflict costs $359 billion in paid hours in 2008
  • 27% of employees report that they have been in a workplace
    disagreement that led to personal insults or attacks; 25% have seen conflict
    result in sickness or absence
  • Almost half (48%) of employees in the nonprofit sector reported being involved in a conflict that led to sickness or absence

There is no doubt from this study and many others that conflict is endemic, and that it costs individuals and our organizations. It is seen at all levels and in all types of organizations. And unmanaged conflict has a real, negative impact on our health and our productivity.

So what’s the good news?

The study also revealed that:

  • Training is the biggest driver of quality outcomes from conflict
  • 95% of people receiving training said it helped them
  • 76% said they had seen conflict lead to a positive result
  • 41% said that conflict led to a better understanding of others
  • 29% found that conflict led to a better solution to a problem
  • 27% said training made them more comfortable and/or confident about
    dealing with conflict
  • 81% of U.S. workers reported seeing positive results from well-managed conflict
  • 27% of the workers surveyed reported feeling good about the conflict as they felt the issue had been well aired and dealt with
  • 62% of the respondents felt conflict was everyone’s responsibility

What does this tell us?

Conflict is inevitable, but it can be healthy. Well managed, it can lead to more productive workplaces and healthier relationships. Armed with the right tools, people are willing and able to step into difficult conversations and come out stronger.

Because the study makes the case that training is a major contributor to supporting good conversations, it¹s important to start finding ways to build your skills and the skills of your coworkers. Here are some ideas:

  • Look for a dispute resolution or mediation center in your area and ask if they offer any training programs
  • Review management and business literature. Two excellent books are Crucial Conversations and Difficult Conversations.
  • Look at your local community college and other continuing education programs for short courses
  • Ask your employer to bring in a workshop
  • Search the Web. There are some great resources out there.
Category: conflict strategies
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