You consulted, investigated, overcame obstacles of all kinds, and carried out one or more DESC sessions:
Both sides have been offered an acceptable solution.
Everyone is committed to respecting the terms.
The crisis has passed, the danger is removed: bravo! :D
Manage the post-conflict situation
During the post-conflict phase, it's important to follow up if you want to avoid a repeat. Watch for three elements.
1- Make sure that the terms of the resolution are implemented as planned
Depending on the situation, you can bring conflict parties together for an informal or formal talk to make sure the solution is working. There's always room for improvement.
Monitoring can help you identify the vicious circle of prerequisites:
During the follow-up sessions:
State and verbalize these attitudes.
Agree on the timing of the actions, with commitments.
Consider asking an impartial colleague to check on the agreed measures.
2- Check that the agreement is a good one in practice
Evaluate the following points for each of the parties, on a scale of 1 to 5:
| Party1 | Party2 |
Is the solution simple to execute and reliable? | /5 | /5 |
Does the solution meet the need(s) of the parties? | /5 | /5 |
Does the solution serve the interests of the parties? | /5 | /5 |
Is it the best solution possible? | /5 | /5 |
Does the solution protect internal or external rivalries (in teams)? | /5 | /5 |
TOTAL | /25 | /25 |
Results:
If the score of one of the parties is much lower/higher than the other, the solution is fragile.
0 to 9 for both parties: the solution is probably doomed.
From 10 to 14: the solution is fragile, and must be supported, even developed over time.
From 15 to 25: the solution seems good and effective. :)
3- Learn from this conflict
Conflicts show structural dysfunctions and are an opportunity to improve processes: take advantage of them!
If it is an organizational dysfunction: use the opportunity to redefine tasks and processes, rewrite missing or unclear procedures, clarify domains and responsibilities. Is it a structural dysfunction? Again, roll up your sleeves; there is always a solution.
Prevent future conflicts by taking preventive actions:
Ensure that indicators of survival, security, sense of belonging, esteem, and fulfillment are as balanced as possible.
Practice active listening and positive communication as well as assertiveness and empathy.
If you are in management, encourage good practices through informal discussions, meetings, feedback, and annual reviews.
Promote team cooperation
Take action in four areas
The following four things can be done to promote team cooperation:
1- Establish rules for working together
Co-workers usually understand the rules of communal living. Newcomers will especially benefit if you formalize them; for example, by publishing a code of conduct on the internal computer network. These rules should not be confused with internal regulations, which are mandatory.
These practical tips cover situations and areas that could otherwise cause friction. They can be an informal and casual collaboration between the manager and teams and presented during team meetings.
For example, they could cover the following topics:
What to do in case of conflict. ;)
How to have effective meetings.
How to increase your efficiency and manage your time.
How to give effective and inspiring feedback.
Guide of internal skills.
For example, in a B2B engineering start-up:
I contribute to a peaceful sounding environment by adjusting the level of my voice when I speak in open spaces.
I contribute to a positive visual environment by tidying my work space regularly.
I love to make jokes, which means making fun of myself first. :p
When I give criticism, I always offer a solution.
2- Foster shared values
Since performance evaluations are individual, encourage cooperation: especially since the need to belong to a group (the team) and sharing common values is a fundamental need.
Having shared values supports employee motivation and commitment.
For example, if you choose to focus on solidarity, you can:
Use newcomer orientations as opportunities for existing teams to share and celebrate common practices and values. Complete the plan by creating a sponsorship program.
Encourage one-off job exchanges to increase professional empathy, anticipate unforeseen absences, and cover vacations more serenely. ^^
Set collective goals that favor group work.
Celebrate the collective goals achieved.
Include mutual support and solidarity standards in individual assessments.
Promote extra-curricula ventures: carpooling, internal ads, sports, or cultural activities during lunchtime.
Introduce festive events for departures, end-of-year cocktails, birthdays, etc.
3- Encourage information flow
Whether internal projects, organizational chart changes, market research, reorganizations or new procedures (except in cases of confidentiality), the information must:
Be transparent and timely.
Not drown employees in emails and meetings.
Be addressed to the concerned teams first.
Many solutions exist:
Organize a folder in which you archive the reports and other publications that may interest the teams as they are published.
Create email groups. Use a color code for confidential information.
Make sure that the team meeting agenda includes a communication moment for the manager and any member of the team to share information.
4- Stimulate quality dialogue, from active to creative listening!
Continue to practice active listening, being both empathetic and assertive until these skills and attitudes become second nature! :)
The quality of dialogue also depends on a creative solution-oriented mindset. Tensions during conflict tend to diminish imagination. Resolutions are often binary and lack the creativity that could offer a satisfactory resolution framework.
For managers, when an opportunity arises:
Suggest a stand-up meeting (this guarantees that it will not last more than 10 minutes) with the collaborators involved and, ideally, another who is not involved.
Describe the problem and answer any questions (4 min).
Then start a mini-brainstorming (5 mins) after having explained the process (1 min).
Let the imagination run wild. Don't judge ideas; write them down. If the inspiration runs out, restart it with the help of analogies: "What we are talking about is like ... it makes me think of ..." Then go on: "And so, that is resolved by..."
After 5 minutes, thank everyone, say that you will consider their ideas and get back to them.
On your own, analyze each idea; including those that seem off base. By understanding the principle underlying the idea, you can sometimes come to a real solution!
Finally, propose two or three possible solutions and ask the collaborators for their opinion. Decide on one based on their input and inform all the parties.
Decide if the attitude among the teams is more strict or relaxed, and adapt your solutions
There are two extremes to avoid: too strict or too relaxed.
If:
Many rumors circulate on the team and conflicts are multiplying.
Employees rarely express their opinions, if at all.
Many employees complain of never being aware of ongoing projects.
Employees complain that they are never consulted on major decisions.
Team members complain about being only subject to productivity requirements.
If:
Everyone speaks a lot, even too much. Some mix their personal and work problems.
Employees second-guess the manager's decisions.
Team members are often late and their effectiveness/performance is down.
Everyone gets bored in meetings and questions their usefulness.
Open conflicts erupt regularly.
Create an environment focused on well-being
Here are four basic wellness practices. Managers can encourage them but they must be employee-led:
Give only SMARTE objectives to others and to yourself. A SMARTE objective is specific and simple, measurable, both ambitious and realistic, temporary and ideally eco-friendly for you and your environment. :)
Then actively and regularly foster recognition:
- If the SMARTE objective is achieved, practice the "Thank you for ..." & "Well done on ...".
- If the SMARTE objective is achieved partially or not at all, give feedback on what needs to be improved by communicating on "what-why-how-when." Constructive feedback states expectations and offers solutions (methodology, training, etc.)
Ensure work-life balance, which contributes to emotional balance and maintains motivation:
- By cutting down organizational time (meetings, processes, administrative procedures, repeated computer glitches, etc.)
- Discouraging presenteeism (working while sick).
- By organizing relaxation periods and vacations.
- Avoiding calls and emails outside work hours.
Promote a friendly environment: competitiveness tends to create harsh work environments.
However, promoting friendliness should not prevent the manager from giving necessary feedback or keeping a minimum of professional distance.
Let's recap!
Following the DESC sessions you need to ensure:
That each party keeps its commitments and does its part.
That the resolution really works: you can improve it as you go along!
Take advantage of the post-conflict period to bring the team closer and permanently remove the risk of conflict:
1- By operating the four levers of cooperation
Set up rules for working together.
Gather around shared values.
Circulate information transparently.
Train the team to listen actively and creatively.
2- By applying the four basic practices of well-being
SMARTE objectives.
Recognition of each other's work.
The balance between private and professional life.
Happiness at work. :D
Goodbye and good luck!
We have reached the end of this conflict resolution course. It was a pleasure to accompany you on this journey! I hope you also took the opportunity to learn some good personal development tricks which you can use beyond conflict resolution. ;)
You now have all the tools necessary to:
Analyze the conflict correctly.
Control your emotions in the workplace.
Practice active listening and positive communication.
Intervene appropriately in case of conflict.
Engage in post-conflict monitoring.
Prevent future conflict by promoting cooperation and well-being.
Don’t forget to do the assessments to practice these skills!
I wish you serenity and a conflict-free workplace in all your future endeavors!
