Small Business Conflict Management: Things to Consider

In a small business some problem or the other will require your attention every day. You may be putting in a lot of your time solving these conflicts, with either positive or negative results. Conflicts can be customer and employee-related issues. How best can you mange conflicts in your business?

The first step is to train yourself and your staff to handle conflicts courteously and resolve them amicably.

Customer Related conflicts

Listen to the complaint, talk with the customer be polite but firm. Resolve the issue at the earliest, the longer you drag things discontent will simmer and affect your goodwill.

Employee Related conflicts

Even two people working together will have difference of opinion and at times this could escalate into a conflict. The same principle as in customer relations will apply, engage and resolve at the earliest. Your employees are one of your biggest business assets.

Conflict Management methods

1. Co-operative conflict resolution – In this method everyone involved sits down and co-operates to arrive at an amicable solution. This of course is the ideal method leaving little rancor afterwards.
2. Competing style – One person or group puts their self interest above others. It can be very damaging to employee morale, no one likes being rough shod over. But in rare cases it can be the only solution then be brave and apply it.
3. Compromising style – Sacrificing personal interest in the interests of the larger good so that a solution is reached and things can move forward, breaking a stalemate. The opposing interests should accept this compromise and settle the issue.
4. Avoiding style – Some will not choose sides and avoid getting involved preferring the conflict is solved without their involvement especially if they have no personal interest. This helps keep the conflict small but if it affects everyone avoiding it is not going to solve the issue, rather it will fester.
5. Accommodating style – Some prefer to sacrifice their self interest to their own detriment as they place a high value on relationships and friendships.

Another conflict resolution management idea is the “Interest Based Relational Approach” or IBR. IBR follows the same principles of discussion and solving but accepts and respects individual differences while helping people avoid becoming too entrenched in a fixed position.

Which method or a combination of methods of conflict management you adopt depends on your own personal preference and circumstances, but the goal is always a settlement of conflict and arriving as far as possible at an amicable solution, while maintaining good relations.

Republished with Permission from Everything Small Business Journal – http://esbjournal.com.