The psychologist named a way to resolve work conflicts

Without systematic conflict management, organizations lose from 2 to 4% of revenue, triggering a chain reaction of deteriorating work climate, burnout, and staff turnover. On August 11, the HR director of the consulting company "Together.ABOUT", practicing psychologist Dmitry Chernyshov.

"In management practice, it is customary to distinguish three main types of conflicts: systemic — caused by errors in business processes; role-based — when it is unclear who is responsible for what; interpersonal /intrapersonal conflicts — due to personal differences," he noted.

Chernyshov explained that the key to effective conflict management in an organization is based on several interrelated elements: values, methodology, and employee competencies.

The first fundamental element is the values of openness and honesty (the principle of absolute truth). If these values are enshrined in the corporate code, conflict management becomes systematic. This allows us to develop a unified management methodology, including a step-by-step business process for diagnosing and resolving situations. It is important for the manager to create a safe atmosphere where employees can discuss problems immediately, on the principle of "here and now". The absence of such values leads to the dominance of an emotional, ineffective approach, the expert says.

"A critical component is the "Methodology of a conflict or problematic situation." It acts as an instruction in case of fire, indicating a clear course of action. The organization must develop, implement and provide mandatory training for all employees on a single, understandable algorithm for dealing with conflict situations. This technique should become part of the employee adaptation program," the psychologist said.

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He clarified that the methodology includes three stages. The first, preparatory stage: the participants record in writing the essence of the conflict, its cause and the desired result, preparing a message for the other side. Based on these documents, the HR specialist determines the type of conflict and invites the necessary participants for detailed discussion and final agreements. Depending on the type of conflict, different experts are involved: for the system — a business analyst, for the role -manager, for the interpersonal or intrapersonal — a psychologist / conflictologist.

"The second stage is a direct discussion of the conflict situation. With the values of openness and honesty, it is based on the principles of dialogue. A specialist (HR, psychologist, conflict analyst) performs the function of a neutral facilitator. The participants present their positions prepared earlier. The goal is not to find the culprit, but to jointly create a new understanding of the situation and a mutually acceptable solution, the so—called third reality, which will improve the atmosphere and working relations," suggested Chernyshov.

The third, resulting stage completes the process. It summarizes the discussion on each item, records the decisions and agreements reached. The final summary is being generated: what each side makes for itself, what specific steps have been agreed upon and what has been created as a result of joint work. This document serves as the basis for further actions and control.

According to the psychologist, the implementation of such a three-stage technique usually takes about a year. Its value lies in shifting the focus from finding the guilty to a joint search for a way out. Without learning the methodology, conflict management becomes reactionary, delayed "extinguishing fires." With training, it becomes systematic and purposeful: conflicts are identified and resolved at an early stage using a single algorithm, preventing significant financial losses.

Clinical psychologist Daria Yausheva told Izvestia on July 16 about the syndrome of work overload. According to her, long and frequent business meetings can overload the cognitive system and provoke emotional burnout, it is not in the classifiers of diseases, and the doctor will not diagnose it, but it is quite real and can affect the general condition of a person.

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