"The discipline of going hard at the issue and soft on the person is important"

Porush Singh, Division President- South Asia, MasterCard on five ways to effectively manage conflict

Published 4 years ago on Oct 09, 2020 1 minute Read
Photograph by Soumik Kar

Identify intent: The first and foremost way to manage conflict is to recognise intent. Leaders should tactfully identify the point where healthy stress turns into unruly chaos and nip it in the bud at that very instance. 

Have a definite strategy: Managers need to inculcate a strong and transparent communication system between employees to share different points of view and come to a common consensus. There needs to be strong emphasis on feedback from the employees to understand their concerns and act positively on their recommendations. 

Involve all stakeholders: During times of conflict, managers need to bring together all the stakeholders on a common platform and identify the issue at large. For this, there must be clarity in employees’ role in the organisation and everyone should be on the same page in terms of vision.

Act firmly: It is important to deal firmly with any malicious intent that might have given rise to the conflict. Managers can set a good example by not only acting as efficient mediators, but also by taking a stand to separate the two points of view on the basis of intent. 

Don’t lose focus: During the entire conflict management process, stay focused on the issue. Thoughts, words and actions should be about the real issues — technology, products, and customers. The discipline of going hard at the issue and soft on the person is important.