Where there are teams, there are conflicts. Conflicts are not always negative; sometimes a disagreement can generate new business ideas. In most cases, however, conflicts are the result of two or more different individuals with different personalities and different ideas who can’t seem to find common ground.
The key to finding a resolution between co-workers often lies with management. When a strong personality emerges and disrupts the work environment, managers need to tactfully handle the conflict.
Consider the case of Hot Mess Hannah and Simple Sally. They differ in many ways, including education level, behavioral traits and personality attributes. Hot Mess Hannah has a strong, independent personality that is often perceived as “assertive” or “demanding.” Simple Sally has a quieter personality and is much more accommodating. Both women have accurate job fit for their positions, but conflict arises when they have to work together.
Hot Mess Hannah Overwhelms Simple Sally
Hot Mess Hannah has a major project to finish by the end of the week. The project involves several moving parts and the list seems endless. Hannah decides she would rather focus on the meat of the project than deal with the minor details, so she tasks the administrative assistant, Simple Sally, with all of the tasks she “doesn’t have time” to complete. Hannah creates a list of things for Sally to do, and informs Sally that she needs the list completed by COB.
By noon, Sally has cried twice, hyperventilated once and is on the verge of a mental breakdown.
By noon, Sally has cried twice, hyperventilated once and is on the verge of a mental breakdown. Sally has not completed the tasks at the rate Hannah was hoping for and this has made Hannah hostile. When the work is not completed, Hannah openly discusses her dissatisfaction with Sally. There is such tension in the office that the rumors find their way to the office of Miss Cellaneous, the manager. Miss C must find a way to neutralize the situation.
Any situation involving different people will cause friction at different meeting points.
There are a few ways to resolve this conflict. One or all parties involved can be reprimanded privately or publicly, a stern warning can be issued to the entire office that conflict will simply not be tolerated, or the employees involved may be assessed based on their personal behavioral styles and addressed accordingly. Which of these options do you feel would be most effective?
Their contradicting behaviors seem to be the root of the conflict.
Miss C reviews both of their ProfileXT (PXT) results to better understand their behaviors. The assessment provides concerning information. When Miss C compares the two women’s PXT results, she notices that their learning index, energy level, directness, and motivational intensity scores are distinctly opposite. Their contradicting behaviors seem to be the root of the conflict.
Hannah enjoys being in control of people and situations. According to the PXT she can be overly critical of others who do not maintain her high standards. She is concerned with immediate results, and she emphasizes the basics as opposed to complicated approaches. Sally does not like to multitask; she prefers to complete one task before moving on to the next. She has difficulty being tough-minded and has a tendency to lose sight of the objective if given too many tasks.
Miss C addresses each woman in a manner that will best benefit her learning and behavioral styles.
Miss C calls Sally and Hannah into her office individually to find a solution. Hannah requires a direct approach with a professional tone. Sally requires a bit more sensitivity and understanding if she is to benefit from instruction. Miss C addresses each woman in a manner that will best benefit her learning and behavioral styles. This method ensures that neither woman is embarrassed or belittled, which is a key tool in earning the employee’s trust.
By fully understanding her employees’ behaviors, Miss C made decisions that will benefit the individuals, the team and the company.
