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 Positive Conflicts in Business
After two decades of
consulting, I can identify common problems found in
most companies. As expected, procedural
inefficiencies, lack of internal quality or
financial control and a host of others that most
would suspect. However, one theme in particular I
find fascinating. It has a profound negative effect
and is rarely discussed—the strong desire to avoid
conflict, sometimes at all cost.
The other day I had a
discussion with a young business owner who was
considering increasing inventory beyond financial
wisdom just to avoid a discussion with the workers
regarding a lack of quality.
Last week I met with a
client’s employee to discuss performance issues. It
quickly became evident that the lack of honest
communication regarding expectations was the crux of
the problem. I have seem companies accept inferior
efforts by vendors rather than confronting them and
salespeople quickly lowering their price before even
attempting to explain the value-add gained by the
cost.
More often than not, it
is within the small companies that these behaviors
exist as the large companies are much better at
holding their ground. Large companies have learned
how to overcome the fear of conflict by passing
responsibility onto a third party, “it is our
policies” whereas small companies make each
discussion and word “personal”.
Conflict can either be
beneficial, spurring innovation and creativity or
destructive, causing discord and acrimony. When used
in its positive form, conflict can provide a
catalyst for change. A popular term that illustrates
the positive use conflict is “the devil’s advocate”.
Such applications suggest a conflicting view is
being presented in an attempt to provide a
much-desired opposition. This process involves
uncovering truths that if left undiscovered may have
allowed an unsuccessful idea to be taken to
fruition.
When conflict arises in
a relationship the process of resolution can lead to
an increased understanding and renewed commitment.
In fact, it is not unusual to have relationship
bonds strengthened by this sometimes-intense
interaction. This can be experienced on both the
individual and organizational level.
To those who are more
open emotionally, conflict provides an opportunity
for self-analysis and introspection. The well-known
saying, “if you’re not part of the solution you may
be part of the problem,” has great application.
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