Managers: How do you handle conflict?

[kanonfodr]

Well, had my first taste of inter-office conflict today and wasn't impressed. I'm sure I could have handled the situation better, so I am looking to see how other folks handle things that get out of hand.

Peace,
Greg

[Munjibunga]

First, get both sides of the story before you take any action. Ask both parties what would resolve the situation for them. Armed with all the information, find the middle ground and mediate either individually or together, as appropriate. Finally, no one burns unless they did something egregious.

[Stumbo]

Originally Posted by Munjibunga

First, get both sides of the story before you take any action.

IME, you also have to get to the actual facts of the situation and filter out opinions, beliefs, feelings, interpretations, hidden agendas, etc. And then factor in the system the the employees work with to determine if it's a structural thing.
Kinda like: are they arguing over the recipe or the ingredients?

Also, has this problem come up before? What was the resolution then? Do these same people have a history of problems in the company? Are they working too many hours? Too much stress?
The "Dealing with Difficult People" or other books along the same line can be useful.

Once you get there it it usually pretty clear what needs to be done now and what changes need to be made for the future.

[Munjibunga]

Originally Posted by Stumbo

IME, you also have to get to the actual facts of the situation and filter out opinions, beliefs, feelings, interpretations, hidden agendas, etc. And then factor in the system the the employees work with to determine if it's a structural thing.
Kinda like: are they arguing over the recipe or the ingredients?

Also, has this problem come up before? What was the resolution then? Do these same people have a history of problems in the company? Are they working too many hours? Too much stress?
The "Dealing with Difficult People" or other books along the same line can be useful.

Once you get there it it usually pretty clear what needs to be done now and what changes need to be made for the future.

Funny you should say that. I have a specific "filter" for every person in the office, including my partners. Everyone sees the world through different eyes, and I use psychological diffraction grating to get everything to line up.

[MJ5150]

Hopefully you have a big white board, a bunch of dry erase markers, and an eraser.

-Mike

[Selta]

Originally Posted by MJ5150

Hopefully you have a big white board, a bunch of dry erase markers, and an eraser.

-Mike

With random arrows, barrells, and MxPx on it. Oh and MRVLASIC99.

[Pacman]

Also, remember the primary job of management, which is getting the job done. (In the military, everything gets filtered with the mission in mind)

Remember that everyone you'll deal with has an agenda - do your best to see past that, as others have said.

Sometimes you need to say "knock it off, shut up, and color!"