ImagesMagUK_March_2022

BUSINESS DEVELOPMENT www.images-magazine.com 26 images MARCH 2022 How does conflict resolution work? I have heard many times that the key to resolving issues or conflicts in the business arena is identifying the problem. I believe, however, that it is quite easy to see when an organisation has problems. The tough part is not the identification of the problem, it is admitting that the problem exists, admitting that it is having an adverse effect on your business and, finally, openly admitting that you might be part of the problem. This is the first – and hardest – part of the conflict consultation and resolution process. You can feel exposed, vulnerable and under threat; it may be the hardest step, but it is the best step you can take. Once you have taken that step you can attempt to bring some calmness, composure and hopefully resolution once and for all. Why is conflict consultation and resolution so high up on so many businesses’ agendas in 2022? Well, for a start, the various lockdowns over the past two years have placed unbearable strains on employees and employers alike, not to mention the impact of remote working and therefore management by faceless, emotionless emails, which are too often open to misunderstandings and misinterpretations. Many business owners are desperate to bring these troubles to an end and concentrate instead on helping their business to recover from the pandemic. The starting point When embarking on conflict resolution, it is important to start by understanding and acknowledging that conflict comes in many forms, and individuals within a company may have different perspectives of what is and isn’t conflict. As I alluded to earlier, essential to conflict resolution is the courage to be honest. Honesty can only happen when there is absolute trust. That is why having an external mediator is so important. By their very nature, these mediators are impartial. They have no allegiances, no established ‘friendships’ and they do not take sides. The ability to listen without prejudice is vital to conflict resolution. Having empathy is also essential as it allows the listener to understand the various issues at play. Although having a process is essential in order to resolve conflict, within this process there needs to be an ability to adapt to everyone’s needs. The importance of being heard To resolve conflict as a group, or within a group scenario, the right approach is to make sure that everyone receives the same level of time and attention. Ensuring that each person feels equally ‘heard’ by an impartial yet empathetic professional is critical. During the ‘discovery’ session, no opinion or advice should be offered beyond making sure the originating issue or problem is identified. Experience demonstrates that if you can find the core issue or originating problem and focus on that, the rest of the problems will be mitigated. As humans we tend to build up resentment if we are not being heard, or if an issue that is important to us is not resolved. We add layer upon layer of discontent and complaints until the original reason for the resentment is buried and hidden away. The best approach, through ‘discovery’, reveals the first, original issue. Group resolution Once the individual has revealed or discovered what is most important to them, the group mediation can begin. Each individual within the group is given time and space to talk about their one important issue. Only when every single person in the session has had the opportunity to speak does the group resolution process begin. The mediator is there to ensure that each individual is heard, and that they stick to the agreed important issue. The mediation often makes people feel uncomfortable, irritated and upset, but it is vital to the process of finding resolution. Finally, the session should close with positive action, individually and as a group. Take the first step today to ending your conflict so that tomorrow you can work together towards a better future. Expert advice on the business of running a garment decoration company Q&A Mark Casey is a founder of Equanimity, a service that allows business partners to re-evaluate their aspirations and fix relationships. The team of experienced communication professionals understand the importance of listening, empathy, and the ability to mediate in a fair and balanced way. www.equanimity.team We fix relationships in business