What’s the problem?

“According to a study commissioned by CPP Inc. — publishers of the Myers-Briggs Assessment and the Thomas-Kilmann Conflict Mode Instrument — U.S. employees spend 2.1 hours per week involved with conflict, which amounts to approximately $359 billion in paid hours (based on an average hourly earnings of $17.95), or the equivalent of 385 million working days. For the purposes of the study, the authors defined conflict as any workplace disagreement that disrupts the flow of work.” (https://robynshort.com/2016/02/16/the-cost-of-conflict-in-the-workplace/)

Conflicts in business usually is initiated by:

• The manager himself creates conflict situations at work
• Your client or partner escalate conflict
• Conflicts in the team, which are provoked by other team members

Popular reasons for business conflicts:

• Lack of communication and understanding
• Differences in plans, interests and assessments
• Confrontation in group conflict situations
• Incorrect assumptions about someone else’s actions

Broadly, there are five causes of conflict:

Information: Something was missing, incomplete or ambiguous

Environment: Something in the environment leads to the conflict

Skills: People lack the appropriate skills for doing their work

Values: A clash of personal values leads to conflict

4 techniques for solving business conflicts

Get out of the conflict. The moment you realize that a business conflict is brewing, in no case connect your emotions, leave the line of attack. Leave the premises for a while, even if you are in the manager’s office.

If etiquette allows, you can calmly add: “Sorry, I don’t speak in such a tone” or “Let’s talk, when you can speak in a calm tone, sorry”.

Breaking the pattern. If a coworker or boss is aggressive towards you, use a simple touch switch manipulation. “Accidentally” drop your pen, cough, say something completely abstract, for example: “It’s so stuffy in our room, give me water, open the window…”. So aggression does not reach its goal.

Time to drink tea! Many business conflicts can be reduced to naught with a conversation over a cup of tea. It is best to speak frankly and ask a few questions with a coworker who you think dislikes you. For example: “What annoys you about me? Vote? How to speak? Clothing? Weight? Let’s figure it out. ” Thus, the conflict is translated into a constructive channel and, according to psychologists, this is the most civilized way of behavior.

Our recommendation

We would recommend do not go to the court if someone does harm to your business. In 90 % it is better to forgive and keep going with your business.

If you prefer to go to the court – still calculate if it worth to do it by reviewing  costs, impact on your reputation, time and chances to win your case. In different countries you may get different results.

Building trust after client conflicts

The key is being prepared to manage conflicts effectively so you can reach a positive solution quickly. This way you can transform a potentially negative situation into a positive experience that shows empathy, builds trust, reinforces your professionalism, and improves relationship.