Conflicted: Collaborative problem solving for the win

It is inevitable—where there are people, there is conflict. Approaches to handling conflict can vary dramatically, which really complicates things because incompatible conflict resolution styles can end up driving parties further apart.

Despite years of training and experience in dispute resolution, I’m a bit embarrassed to say that when conflict rears its ugly head, I am still initially tempted to avoid it at all costs. I have found out the hard way that the problem with sticking one’s head in the sand is that it leaves one’s butt exposed and prevents you from seeing where the next hard kick is coming from. The ostrich approach isn’t an effective one because it allows a conflict to fester and grow.

Some people absolutely thrive on conflict. People with a combative personality style never think of burying their heads when they see sand—they are too busy drawing a line in it. This model of conflict resolution equates to using as much power as possible to “win” despite the costs. The downside is that those on the losing side of the equation do not get any of their needs met, and they typically have exceptionally long memories. This model is effective for a “one and done” conflict with someone you never have to interact with again, but it often has a nightmarish impact on those with whom you have longer-term relationships, such as family members, employers, employees, or labor-management partners.

Rolling over and accepting the alternative position in its entirety is similarly ineffective in resolving a conflict. While those using this method of conflict resolution appear to be accommodating, they are likely harboring ill will because their needs and concerns have not been addressed. Feelings of resentment may negatively impact future problem-solving endeavors.

Collaborative conflict resolution is by far the most successful approach to problem-solving for important longterm relationships, including labor-management partnerships. It requires focusing on the problem, not the people, and listening with an open mind. This allows all parties to view an issue more easily from one another’s perspective and look past “positions” to identify underlying needs and concerns. The more parties understand each other’s concerns, the easier it is to brainstorm a variety of options that could meet the interests of everyone involved.

Once you have mastered collaborative conflict resolution, you may be able to join those optimists who maintain that conflict is not always negative. Constructive conflict can expose serious problems, drive change, and foster creativity.

Collaborative conflict resolution is not easy; but fortunately, it involves skills that can be learned and refined. It is one of the key components in developing a constructive labor- management partnership. SMACNA and SMART strive to share stories and examples of labor and management successfully tackling issues to improve the industry and increase market share. We provide examples and insight on successful conflict resolution in every issue of Partners in Progress, including this one. For live education on this and other partnership best practices, join industry leaders at the February 27-28, 2024, Partners in Progress Conference in Orlando, Florida. Visit pinp.org/conferences/2024pinp to learn more. ▪

Be4all Calendar 2023

The 2023 BE4ALL Calendar is a tool your members, employees, and colleagues can use to learn more about the different cultures and faiths that make up our everevolving industry. Each month highlights several of the important holidays and observances your peers may take part in and even a few that might be less familiar. In addition to noting the exact date of the observance, an explanation of that particular day’s significance and history can be found directly below the calendar.

Please post this calendar in a public space, such as a break room, lunchroom, or other communal meeting area. We hope you can use this resource to start meaningful conversations that will enable you to learn more about your colleagues and develop a new understanding of the different cultures, ethnicities, and faiths that make up the sheet metal industry.

Scan the QR code to visit the BE4ALL website and view the calendar. Click on individual observances to learn more about the history and tradition associated with those important days. ▪