Every team has moments when some members of the team are not getting along with each other. It happens! When the whole team is fighting with each other – well, that definitely is not normal. Many experts say that some conflict within a team is good for the team. I tend to agree. There is a delicate balance that is healthy for the team. Understanding why teams fight, how and when to get involved, and how to prevent fights in the future is a critical skill for all team leaders.
How and When…
The most common disputes include conflicts over tasks, working norms or process. Regardless as to the why the team is fighting, there are some basic guidelines for leaders to take to resolve it quickly and get back to working effectively.
- Intervene Early. When two or more team members are having conflict the sooner the better to get involved. Letting conflict fester will definitely result in hurt feelings and lasting resentment. It is critical for the team leader to have a complete understanding of the team dynamics and be present.
- Focus on Team Norms.
The best way to handle disputes is to go back to the agreed upon team norms that everyone was involved in setting. If you have not set up those norms, ow would be a great time to do so. Word to the wise, make sure not to focus on the dispute in this discussion. Your focus should be on the rules of engagement moving forward. - Develop a Shared Resolution. Your focus as the team leader is to make sure that those that are fighting come to a shared agreement. Be respectful over each person perception of the events that led up to the dispute. Help them talk it through. Insure not to cut this step short. All cards need to be on the table. Then facilitate an outcome that takes both sides into account. Try not to call on compromise. Need a resolution that everyone fully understand moving forward.
Moving On From The Conflict…
This is the time to insure that everyone on the team is focused on the work at hand. Focusing on the expectations and goals of the team to insure that the team is successful is a big help. I like to set up a goal that is fairly easy to achieve but stretches the whole to team to accomplish. Now more than ever the leader needs to be more visible. Being the role model. Spending more time to insure the disputed folks are working together. Making sure that the teams norms are being met.
Some Do’s and Don’t:
Do:
- Set up conflict management procedures before a conflict arises.
- Intervene early when a fight erupts between team members.
- Get the team working together again as soon as possible.
Don’t:
- Assume your team agrees on its shared purpose, values, or vision.
- Let conflicts fester or go unattended.
- Move on without first talking about the conflict as a team.
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