Differences of opinion and viewpoint are a part of daily life. Examining those differences can lead to a richer understanding of the issues and a more robust set of possible solutions to problems. Often, we find that conflicts arise not out of substantive disagreement, but the way in which disagreements are expressed.
Laurie R. Weingart, Carnegie Mellon University, led a team of researchers who examined how to effectively engage with conflict. Using two key criteria, directness and intensity, they identified four main styles of communication used by individuals facing conflict:
- High directness/high intensity
- High directness/low intensity
- Low directness/high intensity
- Low directness/low intensity
The team identified ‘high directness/low intensity’ as the optimal mode, characterized by a clear statement of the issues in a way that welcomes new information and perspectives and allows for debate and deliberation of the situation.
Setting expectations around conflict management is an important component of a healthy work environment. It encourages engaging with conflict so that problems are resolved, rather than avoided or escalated. When leaders demonstrate healthy communication, Professor Weingart’s research shows that others will replicate the favorable behavior. Now that’s something everyone can live with.