In these turbulent economic times, organizational conflict abounds. However, contrary to popular belief, conflict is neither good nor bad. Rather, conflict is merely a symptom that something is not working, and change needs to occur. The effect of conflict is determined by how we manage it. Mismanaged conflict may lead to poor decision-making, absenteeism, and turnover.
The P.E.A.C.E.© Model of Conflict Management is a tool that can help organizational leaders deal with conflict.
Perception clarification – Many conflicts are rooted in assumptions based on personal history, and conflicts can be exacerbated when we construct our reality based upon our experiences.
Empathetic listening – When we listen to understand (rather to respond), we can identify and address emotions that influence perceptions of the conflict.
Appreciate diversity - Although diverse groups are creative and innovative, varied perspectives can lead to aggressive behavior. Exploring differences and sharing experiences helps employees understand and appreciate diversity.
Collaborative problem-solving – When people work together to resolve problems, the quality and longevity of the decisions are improved.
Emotional intelligence - Emotions are a part of life, and they are not checked at the office door. Becoming aware of and sensitive to underlying feelings helps leaders make more appropriate responses to potential conflict situations.
When conflict is dealt with effectively, the benefits include a more peaceful, motivated, and productive workforce.
The P.E.A.C.E.© Model is copyrighted by LaVena Wilkin, Ph.D