The Conflict - Competent Organization
Sy Landau
From: HRPAO Experts Bureau Library, 2004

Conflict is an inevitable element of any organization. It is increasing in the workplace because of factors like increasing diversity, organizational complexity, downsizing and decreasing resources.

Conflict is often destructive. Unresolved conflict can lead to increasing tension, fragmentation and absenteeism; and decreasing cooperation, morale and productivity. On the other hand, not all conflict is bad. "Conflict is the oxygen of creativity"; without creative contention, innovative solutions to new problems will not be found.

Many organizations view conflict as an embarrassing anomaly that is not talked about in polite society. This attitude forces conflict underground, where it festers and spreads. Instead, conflict should be accepted as a normal part of human interaction. In fact, there has not been a relationship since the dawn of humanity that has not included conflict. The embarrassment is not the presence of conflict, but our unwillingness or inability to deal with that conflict effectively.

Dysfunctional conflict often arises out of the organization's structure, policies and processes. Organizations may promote undue internal competition through their structures and reward systems, or may not provide clear statements of responsibilities, or may provide inadequate resources for people to do their jobs. People are forced into conflict in order to try to live within these conditions. Organizations should ensure that they are not inadvertently generating problems.

Of course, not all conflict can be eliminated. Dysfunctional conflict must be surfaced and dealt with. People should be encouraged to identify areas of conflict and to deal with them constructively. People should be rewarded for raising and resolving contentious issues.

Organizations should introduce integrated Conflict Management Systems that anticipate the kinds of conflicts that may arise, and establish procedures and structures for dealing with them.

People that erroneously believe they have conflict management skills can cause serious damage within the organization. On the other hand, people who know they don't have the skills often avoid dealing with contentious issues until the problems grow persistent and very complex. Everyone in the organization should learn effective communication and conflict resolution skills.

Diversity is a potential source of conflict. People who have different backgrounds, education, goals, experience etc. inevitably have conflicts with one another. Homogeneous groups are more harmonious. They're also less creative. We should welcome diversity because it leads to innovation, and because organizations operate within our diverse society.

Diversity is a potential source of conflict. People who have different backgrounds, education, goals, experience etc. inevitably have conflicts with one another. Homogeneous groups are more harmonious. They're also less creative. We should welcome diversity because it leads to innovation, and because organizations operate within our diverse society.