Last month we discussed practical ways to help prevent unproductive conflict. We established that most of these situations
can be avoided by being honorable, setting clear expectations, communicating well, being objective and displaying high emotional
intelligence. Although you may be incorporating many of these behaviors, you can still expect natural conflict to occur as
a consequence of change, growth and creativity, especially within the pharmaceutical industry's dynamic team environment.
While conflict tends to be seen as a negative aspect of business, it is necessary and in some cases even desired – but it
must be managed well so it will not stall performance or corrode individual and team spirit and cohesion. This article will
focus on five behaviors you should develop in order to prepare you and your team to handle the inevitable conflict of our
industry. The five conflict modes
Many years of study have led researchers to believe that people respond to conflict in five predominant ways. These can be
summed up as: competing; collaborating; compromising; accommodating; and avoiding.
Favored or reflexive modes vary among people, so we are only going to address conflict management from the point of view of
a frontline leader. Without training, most people will tend to favor one or two modes. Your goal should be to learn how to
seamlessly employ any of the above modes as needed to handle a given situation. Regardless of the mode you use, there are
some leadership behaviors that will help defuse the conflict and allow you to effectively manage the situation. 1. Be proactive. Procrastination creates "stress by accumulation." When conflict is identified, take immediate steps to address the situation.
This may simply mean informing your team that you are aware of the conflict and that you are evaluating options. Additionally,
it may mean that you have a private conversation with a key player in the situation to initiate intervention, or that you
facilitate a discussion and referee a dialog on creating a solution. The key is to be seen as a person of direct and consistent
action. If you allow a conflict to continue without some kind of proactive involvement, you run the risk of letting things
escalate. You also might give the impression that you are insensitive to the needs of your team, or powerless to provide a
solution to the conflict.
2. Follow through with validation of actions. Communicating your awareness of a situation is a vital first step. However, acknowledgement without a potential solution
can increase frustration and compromise your leadership. As we expect our representatives to follow-up with their customers,
it is essential that you regularly communicate the status of a situation to your team. Providing answers or resolving differences
to complex issues is often difficult, but keeping your team up to speed will not only fortify their trust, it will also further
position you as a valuable resource.
3. Test the water. One response mode to conflict is competing. When in a position of frontline leadership, your team members may assume that
it is your role to have all the answers and impart firm direction. There is a time and place for a direct leadership style,
but there is also a time to check in with your team to assess their attitude, commitment and morale – especially during turmoil
or distress. Experienced professionals have a strong need to feel valued and empowered within their organizations. Asking
how they feel about decisions and changes that affect them personally and professionally enables them to have a voice, and
validates them as individuals contributing to a greater cause.
4. Reward professional behaviors. People respond to both praise and criticism, but by acknowledging and rewarding exceptional professional behavior, you convey
a clear message to your team. Most corporations have defined values and competencies that can be "pulled through" by rewarding
such behaviors when they are demonstrated. A simple call, e-mail or public praise conveys a strong positive message. It also
lets your team know what you're looking for and what they can do to earn your support during challenging times.
