Conflict resilience can be trained
Wherever people come together or work together, conflicts can arise. But the healthy handling of ...
Whenever people come together or work together, there can be situations where different
viewpoints, interests, and needs collide. Sometimes this also leads to conflicts. A respectful
approach to others may be a first step.
So, what can each participant contribute to ensure that the different perspectives of individuals are
integrated into a solution that is suitable for all sides?
As an introduction, here's an example: Ms. Weiss is a valued and long-term employee. She has been
unhappy at work and has been feeling stressed for some time now. Her last promotion was five
years ago, and her boss assured her during the last performance review that she would be promoted
this year. Unexpectedly, things turned out differently. Instead, her colleague, Mr. Schmidt, who has
only been in the department for a year, was promoted. She feels like she has been overlooked but is
hesitant to address this disappointment with her boss. Additionally, she is becoming increasingly
frustrated with her boss. Because the thoughts of her missed promotion keep her awake at night,
she comes to me for coaching. She wants to learn how to handle the situation better and resolve her
tensions with her boss.
Moving from victimhood to a creator mindset
In the first step, we addressed her mindset. We realized that she was blaming her boss for her
unhappiness. She complained to colleagues and her partner about him but didn't directly address
the issue with her boss. This is typical of a victim mindset, where we hold others responsible for our
own unhappiness. We often stay in this mindset because the secondary gain of victimhood lies in the
sympathy and understanding we receive from others. However, this does not solve the problem.
How did Ms. Weiss eventually manage to become the creator of her own life again and take
personal responsibility?
Gaining distance and keeping things in perspective
To do this, we first looked at the situation from a bird's-eye view by stating the facts with a neutral
and non-judgmental attitude. This led to a separation between the situation and the emotions.
Subsequently, she was able to answer questions like "What emotions does this evoke in me?" and
"What does the situation have to do with myself?" or "Which need is currently not being fulfilled for
me?".
Ms. Weiss predominantly experienced disappointment, anger, and sadness. Negative emotions are
not inherently bad. In fact, they are valuable signals that point us to our unmet needs. We just need
to learn to appreciate them as such and decipher the underlying message behind them.
Beneath Ms. Weiss's emotions were the need for appreciation and recognition of her performance.
The need for reliability was also violated as she was promised the promotion years ago. The non-fulfillment of these needs resulted in a loss of trust in her boss. Consequently, her motivation to
complete tasks and collaborate within the team diminished.
Talking it out
With an understanding of these connections, Ms. Weiss talked to her boss. She approached him with
an open and interested attitude rather than an accusatory one, asking why she was not promoted.
At the same time, she could now talk to him about her disappointment and the resulting
consequences. In doing so, she took responsibility for her own feelings and regained a sense of self-efficiency.
The boss thanked her for the open conversation and her presentation of the situation from her
perspective. He noticed Ms. Weiss's decline in performance and couldn't explain it. He was also
unaware that he had promoted Mr. Schmidt in favor of the justified promotion for Ms. Weiss. His
performance evaluation was based on a project recently successfully completed by Mr. Schmidt.
Finding new solutions
After such a clarifying conversation on both sides, it becomes much easier to find new solutions that
are satisfactory for both parties. They agreed to have regular meetings to keep the boss informed
about Ms. Weiss's performance. A promotion was promised for the following year. Additionally, she
was given the opportunity to pursue a long-desired training during her working hours.
Both parties happily agreed to these solutions. Ms. Weiss's attitude towards her boss, colleague, and
work turned positive again. Her perceived stress also reduced as a result.
This example demonstrates that conflicts can be resolved through appreciative communication.
What if a conversation doesn't help?
In cases where this doesn't work, for example, when narcissism, ignorance, or personal sensitivities
come into play, I recommend following the saying: "Love it, change it, or leave it." So, we should first
ask ourselves: Can I love the situation, meaning, can I live with it? If not, can I change it or my
attitude towards it? If that's not possible either and I've tried everything, the last option is to leave
the situation. In the specific example, this would mean leaving the department or the company. This
is the last resort if the situation makes us unhappy or even leads to psychosomatic symptoms that
can ultimately result in stress-related illnesses.
Susanne Schlenker is a long-standing leadership coach, resilience and mindfulness trainer. She worked in leading positions at SAP for 26 years. She was able to experience and actively shape the transformation from a "start-up" to an international corporation, and in connection with this she got to know and solve many problems. Today, she uses this experience to help managers strengthen their leadership skills and create an atmosphere of trust in the team.
Wherever people come together or work together, conflicts can arise. But the healthy handling of ...
In today's polarized world, conflict is inevitable. This is especially true in the workplace,...
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