Highlights:

* Opposing points of view are part of the workplace. Some conflicts are dysfunctional, and others can be constructive.

* There are different approaches for managing conflict.

* A collaborative approach integrates Warrior and Peacemaker behaviors and promotes exploring disagreements.


Conflicts and opposing points of view are part of the workplace. Some are useful and some are not. Useful conflicts include task conflicts that are based on work goals, and process conflicts based on how work gets done. Moderate levels of these two conflict types are functional and constructive because they stimulate discussion of ideas that help teams perform better.

Relationship conflicts are based on interpersonal hostilities, and are not useful. These conflicts are usually dysfunctional because of personality clashes and decreased mutual understanding. This spoils collaboration and reduces productivity.

Methods for responding to these conflicts can be based upon the Peacemaker approach and the Warrior approach. These two approaches have been described using two dimensions of a person’s behavior, cooperativeness and assertiveness. Cooperativeness is the extent to which an individual attempts to satisfy others, and assertiveness is the extent to which an individual attempts to satisfy his own concerns. These dimensions are used by K. W. Thomas and R. Kilmann in developing their Conflict Mode Instrument. The Peacemaker is high in cooperativeness and low in assertiveness, and the Warrior is high in assertiveness and low in cooperativeness.

Peacemaker Approach. The Peacemaker will use an accommodating conflict-handling approach that neglects his own concerns in order to satisfy the concerns of others. The peacemaker approach is useful when you realize you are wrong, or when preserving harmony and avoiding disruption are especially important.

Warrior Approach. The Warrior will use a competing conflict-handling approach that is power-oriented. This approach is useful when quick, decisive action is needed, especially where the course of action is unpopular.

Collaborative Approach. A combination of both approaches usually works best. Being assertive in a cooperative way is a collaborative approach. This can merge insights from people with different perspectives, and find integrative solutions. This is particularly helpful in gaining commitment from team members by incorporating their concerns into a consensual decision.

The collaborative approach is advantageous to all parties and can be considered a win-win approach to resolving conflicts. When we integrate our Warrior and Peacemaker styles we are able to identify the underlying concerns for our differences and learn from others’ insights. Lao Tsu tells us, “When opposites supplement each other, everything is harmonious.”

You can enable people to work together by making them aware of these conflict management approaches. Modeling the approaches yourself sets a motivating example for others.

Communication is an essential element of managing conflict, and this is the subject of the next article.