BUS603: Managing People

We've all heard that an ounce of prevention is worth a pound of cure. Managing conflict is easiest if we've acquired some tools to prevent it from getting out of hand. One way to gain such tools is to undergo some actual formal training in conflict management. A Google search of educational sites related to "conflict management courses" yields several thousand results from around the United States and elsewhere, including numerous certificate and degree programs at the undergraduate and graduate level. Commercial entities offer hundreds more opportunities for professional development in this realm.

A second, more specific preventive measure is for members of a group to periodically review and reaffirm their commitment to the norms, policies, and procedures they've set for themselves. In more formal groups, it's a good idea to assign one member to look over the bylaws or constitution every year to see if anything needs to be changed, clarified, or removed in light of altered circumstances. The danger in not paying attention to such details is represented in the story, told by Robert Townsend which called for a man to stand on the Cliffs of Dover with a spyglass. The man's role was to ring a bell if he saw Napoleon coming. The job was not abolished until 1945.

A third measure which groups can take to lessen the possibility that damaging conflict will take place within them is to discuss and distinguish between detrimental and beneficial conflict - between that which promotes improvement and that which obstructs progress. The initial "forming" stage of a group, when people are apt to act tentative and be on their best behavior, is probably the best time to set aside some group time to let members share their views, experiences, and expectations with regard to "bad" and "good" conflict. It may be a good idea to ask members of the group to cite specific examples of conflict which they would accept or endorse, and also examples of conflict which they would hope to avoid.

A fourth preventive measure is for the group to explicitly remind its members that "deviates" are to be appreciated and respected for the diverse perspectives they can share and the unconventional opinions they may hold. This kind of statement may give creative members the impression that they have intellectual "free space" for generating and sharing ideas later in the evolution of the group.