Resolving team conflict

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Abstract

Chapter Two of The Wilder Nonprofit Field Guide to Developing Effective Teams describes best practices for resolving conflicts within a team and between two teams.

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Issue

The more quickly one acts in resolving conflicts, the better chance one has of converting the energy generated by the anger, frustration and confusion associated with conflict into a positive result. The goal is to resolve different types of conflict, including interpersonal conflicts, team conflicts, fighting, "flighting" (exhibiting withdrawal behavior), and submitting (forfeiting one's participation in the team).

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Action

When addressing an internal team conflict:

  • Acknowledge the conflict and suggest a cooperative approach to resolving it.
  • Discuss the impact of the conflict on team performance.
  • Ask team members to identify and discuss the issues around the conflict.
  • As a team, develop alternative approaches to address the conflict.
  • Thank the team and express confidence in the team's ability to work together and manage their conflicts.
When addressing a conflict between teams:

  • Appoint a third party or a member who can remain neutral and objective to lead the conflict resolution process.
  • Key members from each team should get together to acknowledge the conflict and discuss whether the conflict can be resolved.
  • Each team should develop a list of the perceptions it holds about the other team, positive and negative.
  • The teams should convene and discuss the lists, and jointly develop ways to address the issues raised.
  • The team should agree on the resolutions, actions and next steps.
  • Team leaders should make sure that the terms of the agreements are carried out.

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Citation

Gilbertsen, B. and Ramchandani, V. The Wilder Nonprofit Field Guide to Developing Effective Teams. Saint Paul, Minnesota: Amherst H. Wilder Foundation, 1999. pp. 39-43.

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Posted On

July 13, 2000

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For More Information

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Resources

From The Resource Center library:

The Wilder Nonprofit Field Guide to Developing Effective Teams

Item number: R1086

Related Practices

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