Why conflict and the right way. Causes of conflicts at work and ways to avoid them

Conflict at work is commonplace. According to studies, disputes take up about 15% of working time. The most common reason is complete incompatibility between employees due to inconsistency in outlook on life or a certain situation. What is absurd for one is acceptable for another.

But sometimes conflict at work can be beneficial. They help to come to a common decision. In such stressful situation employees can see each other's true colors. But the main one positive result- find a solution to the problem and end the quarrel.

Causes of conflicts

The work team is selected spontaneously. First of all, the professional skills of the employee are important. Personal qualities are in second place. This is why employees cannot always find mutual language and maintain normal relationships.

The main reasons for disputes at work:

differences in culture, status, level of power;
illiterate and unclear tasks;
violations of management principles by managers;
poor attitude of superiors towards subordinates;
psychological incompatibility of employees;
lack of an objective system for assessing the success of work;
differences in professional goals;
different salary levels;
the importance of each employee to varying degrees;
distortion of information (rumors, gossip), etc.

In many ways, the microclimate in working group depends on the leader. His task is to create a cohesive team built on trust and respect.

Otherwise, in any case work situation there will be tension and misunderstanding.

Types of conflicts

The parties to conflicts at work can be different. The most common tandem is a quarrel between 2 employees. And also, conflict at work often arises between one employee and the team or with management. The main thing is to stop in time.

Between 2 workers

The main reason is the difference in views on work activity. One believes that it is enough to do one’s job well; for another, self-development and improvement of skills are also important. It happens that one employee underworks, while another overfulfills the plan. The first one considers his colleague to be lazy and bad employee, the second calls the enemy a despot obsessed with work.

Conflict between two employees

Another popular cause of conflict is the cleanliness of the workplace. For some, it is important that everything around them is tidy and neatly folded. For others, the norm is chaos and slight mess. In this case, it is better to create separate workplaces for workers and seat them further away from each other.

Between employee and team

Occurs when a new employee joins an established team. He finds it difficult to make contact. Any violation of norms of behavior is a cause for conflict.

Another one typical situation- new boss. People often react negatively to changes, so at first they may not perceive the new leader.

Between employee and superiors

Competent bosses are sensible people. They will not create conflict situations over trifles. Most often, a quarrel arises due to professional incompetence. The employee failed to meet the sales plan, made a serious mistake in the report, submitted all the work after the deadline - the reasons are very different.

In this case positive sides conflict:

desire to make the employee a professional;
employee training;
eliminating a systematic problem;
clarifying relations with the boss with a positive outcome, etc.

But there is another popular reason for conflict with managers - personal hostility. If the boss is tolerant, he will not attach any importance to this. Otherwise, he will not hide his irritation from being next to such an employee. His comments will concern appearance, gait, demeanor, pronunciation and other things.

Conflict with boss at work

The solution to conflict situations in this case is dismissal. The boss may not do this himself, but will in every possible way push the employee to take this step. If an employee loves his job and wants to stay, he needs to know how to behave during conflicts.

Basic Rules:

respond to reproaches with dignity and politeness;
keep your distance (don’t lose your temper, restrain your emotions);
ask for a specific reason for the conflict;
offer to resolve the conflict;
listen carefully to the leader.

If the boss’s work is controlled by a person with a higher position, you can contact him. Personal hostility is an indicator of poor competence, because a manager must be tolerant of every employee. The only caveat is that the employee must have counterarguments and evidence of the boss’s guilt.

Between groups in a team

In this case, conflicts arise in a team with an unhealthy microclimate. Personal antipathies have a very clear and negative impact on relationships between employees. They begin to divide into small warring groups. Most often, they are united by the same views on professional activities.

Subsequently, the race for the title begins best group"in the form of increased productivity, successfully completed projects, etc. For management, this is a positive aspect, because there is an opportunity to increase profits. But such competition will negatively affect other, less successful groups.

Group conflict

Another situation is the presence informal leader. He gathers around himself active, enterprising people who are ready to work for the idea.

But there will always be those who are categorically opposed to such an outcome. For them, leaving their comfort zone and working in a stressful situation is an unacceptable option. Therefore, hostility arises between activists and passive workers.

Types of behavior in conflict situations

Some people keep social distance. They practically do not make contact, and accordingly, in conflict situations they can take a neutral position. Such employees do not understand why they should waste time and energy on others, so they direct it into work. Any conflicts are considered meaningless.

Another behavioral strategy is aggressors. Most often, it is they who provoke conflicts, fiercely defending their interests. They completely refuse to take into account the reasoning of others. By temperament type, aggressors are choleric. For them, conflicts, quarrels, scandals are energy recharge.

Characteristics of aggressors:

do not get pleasure from work;
the main goal is to receive a salary and increase personal income;
productivity is low, because they are often distracted by extraneous matters.

Another participant in conflicts at work are intriguers. They compare their salaries with those of others. If their income is lower, envy appears. The victim is ridiculed and reproached. Any manifestation of humiliation on their part brings great pleasure. Promotion, transfer to a better office, a separate office and other successes cause irritation and hatred among colleagues.

Professional conflict due to jealousy

The oppositionist is the boss's favorite. Few people notice him, but he watches everyone. Knows all the details personal life, working moments, which he reports to management. Such a person is not liked in the team and they are trying to “survive”. He doesn't build with anyone friendly relations. IN conflict situations does not intervene; otherwise, it remains silent and neutral.

Consequences of conflicts

Most often the conflict is Negative consequences. But there are situations when it has a positive effect on all parties to the dispute. First, it allows you to identify a diversity of views, learn the peculiarities of thinking and opinions of colleagues. He gives useful Additional information regarding the cause of the conflict.

Consequences of conflicts that were promptly resolved and eliminated:

Employees feel involved in the team and in the discussion of important work topics. They feel important. In the process of solving a problem, hostility and injustice are eliminated.
Employees become more cooperative. They develop their own position and strategy of behavior. They understand how not to behave so as not to become the initiator of another quarrel.
The probability decreases groupthink. Employees learn to express their opinions tolerantly and competently. In the process of discussing a conflict situation, they learn to respect each other.
But if the conflict is not resolved immediately, the outcome will not be very happy. A person will form a certain opinion about the other participant in the dispute, as an enemy and adversary. He will perceive his decisions as correct and logical, and the actions of the other side as absurd and stupid. Subsequently, such an employee will become self-centered and will react negatively to other people's suggestions and ideas. It is especially dangerous if this person is a boss.

Ways to resolve conflicts

First correct solution– find out the primary source of deterioration in relations with colleagues. This is done during the discussion process. Gather all participants in a dispute or conspiracy together. The disputing parties explain their positions. They analyze what exactly does not suit them in the current work situation.

Resolution of a quarrel occurs only if every dissatisfied employee takes an active part. The following are suggested possible options eliminate the conflict and choose the one that suits everyone.

Chief's position

You only need to own reliable information. Rumors and gossip are something you can never rely on. The second rule is not to reward for denunciations! This significantly lowers the image and worsens the reputation of the boss in the eyes of his subordinates.

If some adversities have been noticed in the conflict, it is better to observe the employees. This will allow you to determine the initiator of the quarrel and the cause of the next dispute.

Don't start public fights. If there are problems with only 1 or several employees, it is better to have an individual conversation.
Do not take sides in a conflict. Have your own position and explain it competently to the team.
Don't put yourself above others. Despite a high position, you need to know your place and not cross boundaries. It is better to follow the collective rules (if there is no smoking in the room, then the manager should not do this either).

Initially, you need to realize that a conflict is brewing. In this case, you need to be able to control your emotions and think about the consequences. If the situation allows, it is better to leave the office or get away from the aggressor.
Another effective method– touch switch manipulation. The point is to distract colleagues from the conflict so that it does not achieve its goal.
If the conflict is provoked by 2 people, you need to analyze strengths enemy. You can ask to evaluate the work from the point of view of a professional or find out his opinion about some work moment (if this was not the cause of the quarrel). Remember, a compliment is the best weapon.

Conflict resolution is mandatory

Other ways to resolve conflict with employees:

Sniper technique. Pretend that you didn’t hear the provoking phrase.
You can ask again indifferently. In most cases, the initiator of the conflict is lost, and the dispute does not develop further.
Intimate talk. Ask your opponent directly what exactly irritates him. This is how the argument turns into a constructive conversation. Most often, the conflict exhausts itself, and people learn to analyze own mistakes, behavior.
Ignoring. If hostility is not substantiated in any way, then it is better to simply ignore it and react neutrally to the aggressor. He will see that he is not of interest to the enemy and will calm down.
Admitting a mistake. If the cause of the conflict is poor quality work, the employee should apologize and redo the work.

Remember, in any conflict situation you need to remain calm.

Confident intonation, moderate rate of speech, low timbre of voice, straight back are the main tools.

Conclusion

Conflict situations at work can arise at any time and various reasons. The main thing is to prevent their development in time or completely eliminate them.

Do not forget to remain human in any situation. People are different, and this is worth taking into account. Learn to remain calm in any situation, and conflicts will not take away precious work time. Focus your energy on increasing your productivity.

Various quarrels and unspoken grievances seriously spoil our mood and relationships with others. How to avoid conflicts, can this be learned? Constantly radiating positivity is not so easy, because unpleasant surprises and attacks from other people await us at every step. But it is simply vital to fight all this negativity.

Why is it so important to stop swearing?

The main reason why you should think about how you can avoid conflicts is your own mental health. Remember the last quarrel you were involved in? Dissatisfied, skeptical statements quickly turn into real screams. But now you and your opponent have already parted ways, and you’re still shaking for a good half hour. It’s impossible to concentrate on anything, and all that remains is to scroll through all the insults received in your head and think which of them are deserved. But indeed, if someone around you constantly treats you with disdain, over time your self-esteem can significantly decrease. Have you ever seen husbands who have been nagged by their wives for years, or work colleagues who are hesitant to take on serious projects because the boss constantly says that they are too tough to do it? Of course bad world better than a colorful war. It is always better to have polite neutrality or friendly relations with everyone you know, rather than making enemies. And this is the second reason why, before open confrontation better situation don't let it happen.

Learning to understand and respect

Universal advice on how to avoid conflicts is to learn to respect everyone around you. It doesn’t matter who is in front of you: a homeless person trying to beg for alms or a boss large company. Each of them is human, and if you have to speak, maintain a friendly tone of communication. Often conflicts occur due to misunderstandings. Listen carefully to your opponent, do not interrupt, ask additional and clarifying questions. If you think that the interlocutor is wrong or is saying some nonsense, briefly retell everything that you understood from what you heard, ask again if this is what he wanted to say. Never take information critically, remember that every person has the right to their own opinion.

Never start a conflict first

Think about it, how often do you provoke conflicts? In order to start a quarrel, sometimes one careless word is enough. If you openly provoke, inciting your interlocutor with statements that insult him personally or the beliefs he has, it’s time to seriously think about your behavior. Perhaps you need a personal reminder “How to avoid conflict.” Remember that it is always easier to smooth out the situation, quarrels are never useful, you need to be able to achieve your goals through peace.

Think positively, wish well

Never accumulate evil within yourself. Popular advice from psychologists on how to avoid conflict at work or at home is to simply remain silent. In practice it actually often works. But even if a quarrel does not happen, the resentment will remain in your soul for a long time. Did you know that many people suffering from serious cardiovascular and nervous systems, prefer to remain silent until the last moment? All complaints against others should be expressed, but at the appropriate time and in a friendly manner. This is the key to a happy family life. If your family rarely helps you, do not make a scandal, but simply point out to them their mistakes and ask for help. In a similar way, you can find a way out of many situations leading to conflict.

Do not spread gossip and criticize consciously

Such is the essence of human nature that in the absence of mutual acquaintances we like to talk about them. Not only women, but also men are prone to “bone washing.” You should get rid of this habit. If you judge someone, say it to the person's face. Prying into your personal life if you were not initiated into it is, at the very least, uncivilized. To speak unkindly behind your back about those with whom you personally communicate well is real meanness. It is better to refrain altogether from categorical comments addressed to third parties. If the situation requires your comment, try to gently but clearly tell the person everything to his face, as it is. Is it possible to avoid conflict if you want to express criticism, but do not have solid arguments? Of course yes. It is enough to emphasize that all your words are your personal opinion, and it is up to your opponent to decide whether to listen to it or not.

To argue or not?

Some people are born debaters; they like to prove their opinion to the last. It is not the result that is important, but the process itself. How to avoid conflict with friends or loved ones empty space? Learn to respect other people's interests. Let's say your wife likes green tea without sugar, and you prefer sugary coffee with cream. Are you going to fight over this? Rather, everyone will brew a cup of their invigorating drink and drink it with pleasure. So why stoop to mutual insults and shouting over musical preferences, politics or religion? It is most useful to note in advance a list of topics on which it is better not to talk with a specific person.

Agree and... do it your way!

Common at work - teachings and instructions. The most difficult situation to resolve is when you are sure that you are doing everything correctly, but a less competent person suggests a different course of action. If you try to defend the truth, conflict cannot be avoided. This is the very situation when it is important for the attacking side to emphasize its authority. If the boss “teaches” you to work correctly, but even though he is still satisfied with the results today, you should not try to point out errors in his judgment. Rarely does a boss admit that he does not have sufficient knowledge and actually came up with complete nonsense. Listen carefully, agree, promise to fulfill. Wait for the right moment and continue working in the usual algorithm. This advice is on eternal theme: “How to Avoid Conflicts” will help at home too. Put on a hat before going out in May for retired parents. Or promise your wife not to drive at speeds above 80 km/h. As soon as you turn the corner of the building, the headdress can be removed, but how you drive the car is your own business. But everyone was happy with each other, and the mood was high for each potential participant in the quarrel.

If a scandal has started...

An entire branch of psychology is devoted to deducing universal formula how to avoid conflicts. The rules don't always work. And if you are nevertheless drawn into a showdown, your task is to stop the quarrel as quickly as possible. Focus on the problem and try to find a compromise. The most important thing is to find out and understand what the other side wants. Never resort to insults and do not remember the past; it is also advisable to abandon generalizing formulations. This main secret How to avoid conflicts in the family - never say “you always say...” or “you always act...”. Such criticism is dangerous; the addressee perceives phrases of this type as the harshest criticism. By generalizing, you make it clear that you are always dissatisfied with the behavior of your interlocutor and perceive him as an unworthy person.

A good mood is salvation from scandals

If you don't know how to avoid conflict, learn to remain calm in any situation. Do not raise your voice and maintain a friendly intonation. It is also useful to keep a calm smile on your face. When people criticize you, listen carefully and sincerely thank them. If you are dealing with someone higher than you (boss or parents), emphasize the authority of the speaker. Admit that without his instructions and advice you would never have thought about this on your own. You say: “But why obey your parents in mature age, if it took your whole childhood?" In fact, knowing how to avoid is useful for everyone. Appreciate your closest relatives; minor concessions on your part to prevent a quarrel are nothing compared to the well-being in the home and a warm atmosphere.

Tricks of life without scandals

It is always very difficult to please everyone. It’s one thing to remain silent during a quarrel and dress once a month the way your mother wants you to. But it's quite another thing to dedicate your life unloved profession or give up yours own desires. When you are going to give in to someone on something, try to assess how much this action will harm your life? Being able to defend your interests is also an art. In some situations, it is better to survive the quarrel, but continue on your way to the existing landmark. Is there universal method, how to avoid conflicts with your parents if they wanted a completely different life for you? Of course, it’s worth trying to explain your position and come to an understanding. But if conversations don’t work out, you should leave this topic for a while. After all, we all know that it is quarrels with the closest people that are the brightest and strongest, but reconciliation usually happens very quickly.

Let's sum it up

Now you know how to avoid conflict at work or at home. It is enough to stop taking to heart the opinions of others and criticism addressed to you. It is necessary to treat everyone around you with understanding and not feel hostility towards anyone. Learn to forgive people and eliminate unworthy people from your life without regret. In some situations, it’s easier to give in than to stand up for what’s right. If you are confident in yourself and your knowledge, do as you see fit. Don't forget to listen to your opponent. Only by understanding his point of view can you find a compromise or end the quarrel in another way.

Some conflicts have serious consequences. After an argument, you could lose your job. Or your friend will not want to communicate with you further. Even if the conflict ended with a formal reconciliation of the parties, it will take some time to restore the previous relationship. Assess the consequences of the quarrel, so that no matter what happens, you should not perceive what happened as an apocalypse. If during a quarrel you behaved unworthily or unfairly insulted your interlocutor, you should apologize. The first time after a conflict has occurred, it is better to communicate to a minimum; you will definitely be forgiven and understood, but it will take some time. But after a couple of days you can move on to conciliatory steps. Just try to talk to someone with whom you recently quarreled, please this person with something. If you have conflicts at work, you should try to fulfill your duties to the best of your ability. top level and not give new reasons for criticism and censure.

09:50 14.12.2015

Any conflict at work can be neutralized with the help of certain speech techniques, which will not only extinguish the negative, but also lead to fruitful cooperation. Psychologist Marina Prepotenskaya offers techniques for resolving conflict situations.

Life without conflicts, alas, is impossible: in business, in everyday life, personal relationships. Conflict (translated from Latin as “clash”) is almost inevitable between people and its cause is often mutually opposed, incompatible needs, goals, attitudes, values...

Someone eagerly gets involved in a communication war and tries with all his might to prove he is right and win the conflict. Someone is trying to get around sharp corners and is sincerely perplexed as to why the conflict does not go away. And someone calmly neutralizes the problem without aggravating it and without wasting energy, strength, and health.

We should take it for granted: there were, are and will be conflicts, but either they control us or we control them.

Otherwise, even a minor situational conflict can develop into protracted war, poisoning life every day... Most often, conflict manifests itself in verbal aggression, since experiences and emotions are always strong muscle clamp, and especially in the area of the larynx.

As a result - screaming, inadequate reaction, severe stress, emotional involvement in the conflict all more of people.

Learn to resolve conflicts using simple situational speech techniques. In relation to the boss and a colleague of the same rank, different strategies are chosen, but you need to act solely according to the situation. Remember the suggested methods.

Neutralize!

Awareness of conflict:first and most main stage neutralization. Learn to rationally assess the situation. At the moment when you realize that a conflict is brewing, do not involve emotions under any circumstances, leave the line of attack. If the situation allows, leave the room for a while, even if you are in the boss’s office. If etiquette allows, you can calmly add: “Sorry, I don’t speak in that tone” or “We’ll talk when you calm down, sorry.” Walk down the corridor, wash your face if possible cold water- to neutralize aggression within yourself, switch to a series of abstract physical actions, at least for a couple of minutes.

Pattern break: eIf a colleague or boss shows aggression towards you, use a simple sensory switching manipulation. “Accidentally” drop your pen, cough, you can say something completely abstract, for example: “It’s so stuffy in our room...” So aggression does not achieve its goal.
Agree and... attack with questions! This is one of the ways to break the conflict pattern when accusations are thrown at you from the lips of your superiors, and, alas, not groundlessly. Agree on all points (here it is important not to overact and control your emotions). And then... ask for help. Say: “It’s hard for me because...”, “I’m very worried, tell me what I need to fix,” “give me advice,” etc. Ask for clarification open questions that require a detailed answer - they save the situation.
Complementarity works wonders. Is the person, for one reason or another, against you? Consult with him on work issues, appealing to his competence and professionalism (look for all his strengths). It is quite possible that the incident will be resolved very soon.
Sniper Technique:Pretend you didn’t hear and ask again indifferently. Use inin the event that one of your colleagues deliberately provokes you and openly offends you with some phrases. As a rule, a person begins to get lost. Say: “You see, you can’t even clearly formulate your complaints or explain them. When you find the words, then we’ll talk face-to-face.”
Time to drink tea! Really,many conflicts can indeed be reduced to nothing through a conversation over a cup of tea. With a colleague who you think dislikes you, the best thing to do is to have an honest conversation and ask a series of questions. For example: “What about me irritates you? Voice? Manner of speaking? Clothes? Weight? Let’s do it.”Let's figure it out." This is how the conflict is translated into a constructive direction. and, in the opinion psychologists, this is the most civilized way of behavior. In that situation, if we feel that they dislike us, it is useful to find a convenient moment and have a heart-to-heart talk. Most often, this is how conflicts completely exhaust themselves, and in some cases we also learn to analyze our mistakes.

Hit the enemy with his own weapon.You can explode in response and achieve a visible victory. But the result will be the same: instead of neutralization, there will be a chronic, protracted war: it is unlikely that you should spend time and effort on this. They can be directed to resolve the conflict.

Do not provoke and warn!

It's no secret that often we ourselves are to blame for conflicts. For example, you didn’t manage to submit an important report on time. In this case, it is best to approach your boss at the beginning of the day and say: “I understand that a conflict may occur, but such and such a situation happened to me.” And explain the reasons.

Such rhetoric can prevent the start of a “war.” Since the cause of every conflict is some incident or irritating factor, try to figure out what is happening, and in any situation (be it relationships with management, “ordinary” employees or subordinates) adhere to the golden rule of conflict management “I-statement.”

Instead of blaming, convey your feelings. For example, say: “I feel uncomfortable” instead of: “You are nagging me, you are disturbing me, you are gossiping, etc.”
If this is a showdown, say: “I’m worried, it’s difficult for me,” “I feel discomfort,” “I want to understand the situation,” “I want to find out.”
It is very important to adapt to the experience of the person who initiates the conflict. If this is the boss, say the phrases: “Yes, I understand you”, “This a common problem", "Yes, this upsets me too", "Yes, unfortunately, this is a mistake, I think so too."

It is extremely important to be able to listen and put yourself in a person’s place, to hear not so much what a person says, but to think why he says it that way.

In a boss-subordinate situation, a person can be brought to a rational level of communication by asking clarifying questions. This should be done if you are being picked on too much.

Are you being unfairly accused of being a bad employee? Confidently launch an attack with questions: “If I’m a bad worker, why are you telling me this right now?”, “Why am I a bad worker, explain to me.”

They tell you that you did a bad job - ask what exactly you didn’t do, clarify: “What exactly did I not do, I want to figure it out, I ask you: answer my question.” Remember that the one who asks the questions controls the conflict.

Complementing the image

Remember the main thing: in any conflict situation you must radiate calm. This will help you:

confident intonation; Avoid notes of arrogance and irritation in your voice - such intonation in itself is conflict-generating. With those colleagues with whom you, for one reason or another, do not maintain friendly relations, choose a neutral-distance method of communication and a cold tone without deceitful sincerity (and without calling);
a moderate rate of speech and a low timbre of voice are most pleasant to the ear. If you are talking to a person who does not have sympathy for you, adjust to his intonation and manner of speaking - this is favorable and neutralizes the desire to conflict;
A glance at the area between the eyebrows in a conflict situation discourages the “attacker.” This optical focusing suppresses aggression;
a straight (but not tense) back always sets you up for positive mood, gives confidence. Psychologists say that straight posture increases self-esteem!

...It's no secret that conflict can be provoked by behavior, manner of speaking, dressing, lifestyle - the list goes on and on. All this depends on the worldview, upbringing of a person, his tastes, life attitudes and... internal problems.

In addition, there are words and topics that can ignite chronic conflict: politics, social status, religion, nationality, even age... Try not to touch on “sensitive” topics on fertile ground of conflict. For example, in a society of women with problems in their personal lives, it is advisable to brag less about their ideal husband...

You can create a list of warnings yourself by carefully assessing the atmosphere in the team. By the way, if you hear harsh phrases towards yourself, put your emotions aside, do not connect to the energy of the aggressor - simply ignore him.

Do you hear outright rudeness? Leave or neutralize, breaking the pattern.

Criticism to the point? Join in, speak words of support, if the situation allows, switch to complimentary language.

Unnecessary nitpicking? Go on the attack with clarifying, open-ended questions.

But the most important thing is to achieve inner peace. And, of course, never allow yourself to be drawn into “friendship against someone.” Show confidence, increase self-esteem, work on yourself - and you will be able to neutralize any negativity directed at yourself. And, what’s more, you can enjoy your work every day!

Read at your leisure

Anatoly Nekrasov "Egregors"
Eric Berne "Games People Play"
Victor Sheinov "Conflicts in our lives and their resolution"
Valentina Sergeecheva "Verbal karate. Strategy and tactics of communication"
Lillian Glass "Verbal Self-Defense Step by Step"

Photo in text: Depositphotos.com

Often the most insignificant situational conflict can escalate into a protracted war, which will poison the lives of not only those in conflict, but also everyone around them. Understands this problem psychologist Natalia Isaicheva.

Almost everyone faces conflict situations at work. Conflict is a contradiction, disagreement between people, groups, that arose in the process labor activity due to opposing interests and lack of agreement between the parties. It can be compared to a disease - if action is not taken in time, it can spread large quantity people, thereby the organization will suffer losses. It must be taken into account that the conflict also has a destructive effect on the health of the participants.

Some conflicts arise from objective reasons and relate to work, others - for subjective reasons, affecting emotional and personal relationships. The main causes of conflict situations are the inability to communicate, differences in qualifications, goals, values, upbringing and behavior. A leader can also be a source of conflict if he shows vanity or rudeness towards subordinates, thereby violating work ethics. If the boss violates labor laws and cannot fairly evaluate the work results of each employee.

What are some ways to resolve conflicts at work?

1. Avoiding conflict

Its meaning boils down to the fact that one side does not want to participate in the conflict, ignoring the situation. If the conflict arose for subjective reasons, then this approach can have positive consequences. The other side can rethink the situation, calm down, and an open clash can be avoided.

But if the conflict arose on professional grounds, then avoiding it can only aggravate the situation, since the reason that caused the conflict has not been eliminated. In this case, the situation cannot be left unattended.

2. Smoothing out or adapting to conflict

The main goal of smoothing is to quickly prevent conflict through agreements, apologies, and demonstrations of humility. If a conflict situation arises between a manager and a subordinate, and no one is interested in the duration of the conflict, then this tactic, where one side gives in and allows the other to get what they want, can be positive.

The conflict is quickly resolved, the situation is comprehended, work is restored and can be saved a good relationship. In this situation, the cause of the conflict should be eliminated in order to avoid recurrence of the problem in the future.

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3. Forcing to resolve the conflict

The initiator of the conflict, using power, subjugates the employee to his will, while not taking into account his opinion. This is usually accompanied by blackmail, intimidation and other pressure techniques.

This is the most unpleasant way conflict resolution, since the other party feels humiliated and tension remains. Coercion can be justified: a) when there is a shortage of time; b) in emergency cases; c) with subordination.

4. Compromise

Difficult, but effective method conflict resolution. Here the interests of each party are taken into account and alternatives are discussed. Compromise assumes that each party, to some extent, gets what they want while maintaining a good relationship. The goal of this method of conflict resolution is to gain something rather than lose everything.

5. Conflict resolution

This is the most effective way when the parties acknowledge differences of opinion and are willing to listen to other points of view in order to resolve the cause of the conflict and take actions acceptable to all parties. Here, disagreement is accepted as a normal phenomenon, which, through analysis and dialogue, leads to an optimal solution.

In conflict resolution big role The maturity of the parties and the art of communication with people play a role, so it is very important to maintain restraint so as not to aggravate the situation. Give the party the opportunity to speak out “to the end”, using a therapeutic effect. Frank dialogue and a friendly atmosphere contribute to the speedy resolution of the conflict and its elimination.

There may be fewer conflicts in a team if everyone knows their rights and fulfills their responsibilities.

In any conflict situation, you need to radiate calm: confident intonation, without notes of arrogance or irritation in your voice; moderate rate of speech and low timbre of voice, which are most pleasant to the ear; a straight back, which puts you in a positive mood and gives you confidence.

And conflicts need to be resolved immediately, there is no need to hesitate and do it in a friendly atmosphere.

A third of an adult's life is spent sleeping. The rest of his conscious time (400 hours per month) is devoted to work and leisure. Moreover, 160 of them, 2/5 of the total time, are given to work for the benefit of society. If a person has conflicts at work, then he is in a stressful state almost half of the time.

There are situations when an increase in adrenaline in the blood contributes to the achievement of high results, records, and the birth of masterpieces. Athletes, artists, musicians and performers can work successfully in such an internal limiting state.

However, the average member of society faces an extraordinary situation that makes them experience strong negative emotions, can deprive you of your ability to work for a long time. What kind of effectiveness can we talk about if your eyes are filled with tears of resentment, your hands are shaking, and you want to run?!

A conflict situation negatively affects the results of common work also because it ceases to be collective. Sometimes the struggle of interests not only completely excludes mutual assistance, but even gives rise to sabotage.

A conflict between engineering workers from different departments can only ruin their mood, but discord in the team will certainly affect the quality and efficiency of the work of the entire team.

Causes and types of conflicts at work

With colleagues

Disputes and quarrels

Conflict is disagreement between people. There is no agreement in either a dispute or a quarrel. What is the difference then:

Arguing colleagues They do not set themselves the goal of offending or humiliating their opponent. The task of the parties, on the contrary, is to make the enemy their ally, convincing him that he is wrong. It is in such disputes that truth is born. Such conflicts are called constructive.
Quarreling people also have a theme of disagreement. But they do not present demonstrative arguments, but by influencing the feelings of the enemy, they try to scare him, eliminate him, and force him to remain silent. By appealing not to the mind, but to the feelings, it is impossible to get to the bottom of the truth. These conflicts, in which winning at any cost is more important than finding a solution to the problem, are generally considered destructive.

Both types of behavior are possible between colleagues, but have different consequences.

If disputes lead to achievement positive results, give experience in cooperation and improve relationships in the team, then quarrels, on the contrary, create intolerant relationships, worsen mood, lead away from common goal and reduce labor efficiency.

Interpersonal conflict

Most often in a team it appears on the basis of dissatisfaction with the inequality of distribution of benefits, resources, burden or sanctions. This happens often where several people do the same job.

Discontent and calculations begin not only in places where there is a shortage of resources or goods, and not only in places where the loads are very high and the sanctions are terrible. Conflicts due to unfair distribution occur even in the most prosperous organizations.

Personality and group

If there is a conflict in a team with a colleague who violates the norms of behavior, communication, and appearance accepted here, then this is natural and justified. But not only that.

Sometimes the reason for a “boycott” may be the existence of an informal leader whose personal interests push him into conflict. A support group forms around him. It is difficult to get out of this situation. You will have to either recruit the same group of associates or overcome your pride and have a heart-to-heart talk with the leader.

With the leader

Internal conflict

There are often managers who devote themselves completely to their work. The need to be a husband, wife, father, mother, to live fully family life and the inability to do this is torn apart human psyche. The director lashes out at his subordinates and sees them as to blame for the current situation.

Convince the boss?!

Is there any point in conflicting with your manager? Yes, if there is real support from outside and above, if a quarrel precedes dismissal.

And if the boss listens carefully to the complaints, is inspired and, despite the risk of losing respect from the rest of the team, admits that he is wrong. This perspective on conflict resolution is found only in movies. In reality, “the boss is always right, and if he’s wrong, read point one.”

To prevent conflict situations and remove the soil for their growth, the manager needs to fairly distribute material goods. Having accurate information, it is correct to distribute “carrots and slaps in the face.”
Gossip and denunciations should not be encouraged.
Don't be afraid to get fired.
You can't have a public showdown.
To resolve a conflict, you should not take sides, at least apparently.
A real leader should be happy when his subordinates not only sing together for a clean-up day, but also demand from him all together not to fire their grandfather-guard-veteran.

If such a team can be raised, the manager will have someone to rely on in difficult times.

When applying for a job, find out, as much as possible about your professional responsibilities, salary, bonuses, rules of behavior in a team, working hours, uniform, etc. This information will save you from disappointments, grievances, and first conflicts and will tell you what to do if they arise.
Remember, the team does not require keep pace with everyone, but it won’t allow you to stray too far from the pack. You cannot be allowed to smoke in a room where everyone else is a non-smoker. Don't irritate the team with your extravagance. Believe me, everyone here is like that, but they know how to keep things in moderation.
Don't quarrel, but argue. It’s great when a difference of opinion leads not to a fight, but to a compromise. Never discuss your opponent's appearance or character unless we're talking about about the accounting report.

How to behave to avoid work disputes

Everything listed in the previous section should be repeated here. But you can add different situations.

Gossip

Very often conflicts arise due to gossip and rumors. The more closed you are, the less information the team has about you, the more your colleagues will speculate and speculate about your personal life. This is the way a person is designed - everything unknown excites and intrigues him.

It's easy to deal with this. Tell us everything about yourself. It is not interesting to write on already printed text. You will cease to be " blank slate”, which can be filled with any doodles. Gossip will die out on its own.

Envy

Nothing can overcome this feeling. There are people who can be jealous of anything. even your 6 fingers. Try to have a heart-to-heart talk and tell them how inconvenient it is when you have 6 fingers on your hand. Or simply ignore the negative message, thinking: if they are jealous, then there is something to be desired.

You must behave honestly, with dignity and never shy away from official disputes. Avoid quarrels! Remember that anyone who insults you in a quarrel can be discouraged (even defeated) by your calm smile “And I love you.”