Effective Strategies for Managing Conflict

The authors, Bollinger and Rochford, suggest that examining how an organisation handles conflict can be a "powerful indicator of how successful it will be." According to Daniel Goleman, author of Emotional Intelligence, the work force, today, is not only judged by training, expertise and/or intelligence but also by how well staff handle themselves and others.

Bollinger and Rochford make reference to a necessary element of leadership which should include the "primal task of driving emotions in the right direction." They further suggest that the personal capabilities that enhance self-awareness, self-management and relationship management can be learned and "of these, communication skills and conflict management skills are the most visible."

The authors point to several key conflict resolution concepts and skills which include the need to: look for triggers, cues, and behaviors; listen intentionally; check for understanding; communicate assertively; and understand what might affect the other’s point of view.

The authors point out that there are a number of myths that revolve around the issue of conflict. They include the belief that conflict is always negative; that conflict resolution must have a winner and a loser; and that there is only one way to handle all conflicts.