By André Roberto Oliveira da Costa
Conflicts nowadays are inevitable in companies, especially when they are going through difficulties. Being in a conflict situation causes a state of internal pressure not calculated, which can lead us to a wrong behavior that can harm the entire work process.
Thus, understanding and knowing conflict management techniques are crucial to acquire skills and maturity to deal assertively in situations of abnormal temperature and pressure. All focusing on reaching a final agreement that satisfies all the parties involved.
Based on this objective, there are some ways to manage conflicts. Recalling that the individual can be in two basic dimensions, the assertive, which seeks to serve its own interests, and the cooperative (passive), which seeks to satisfy the interests of others.
Based on ours there are five ways to deal with conflicts:
• Competition - in the first style, the individual is at a high level of assertiveness, seeking his own interest, but with low cooperation. In this style the person is aggressive and power prevails. Thus, the individual will not be assertive, but aggressive.
• Accommodation - in the second style, the individual has little assertiveness and high cooperation. He self-sacrifices to satisfy the will of another party and gives up his right, becoming passive and not being frank in his position. Thus, the individual is not assertive in his behavior.
• Clearance - in this third style, the individual has little assertiveness and cooperation. Stay away from the problem and give up your rights. He becomes passive and is not assertive in his behavior.
• Wake up - in the fourth style, neither assertiveness nor collaboration are in their latent stage, at which point the individual gives up something and another part as well. There is no one hundred percent win-win action, and both lose.
• Collaboration - fifth and last is the assertive conflict management style. The individual seeks to understand the other party and learn from the mistakes, without allowing their rights to be suppressed or forgotten. When collaborating, the individual sees the other as close and seeks to resolve the conflict satisfactorily for both sides.
As you can see, in the existing ways, it is clear that the most interesting answer is the last one - collaboration, however, if there is no training for this posture, we will go to the wrong treatments and the result will not be satisfactory. The way forward is to learn from difficulties and make individuals learn important conflicts from conflicts, and that is the role of the manager.
André Roberto Oliveira da Costa, Financial and HR Director of the Multibrand Pharmacy Association (Farmarcas) and of the Brazilian Federation of Independent Pharmacy Associations (Febrafar) and specialist in Human Development of Managers by FGV.
Disclaimer: The opinion presented in this article is the responsibility of its author and not of ABES - Brazilian Association of Software Companies
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