How many times in your role as leader have you experienced a clashing of attitudes or ideas with one of your followers or even another employee? How often are you called in to mediate or resolve situations where people just don’t see eye to eye on an issue? It happens frequently, doesn’t it? And if you’re like most people, you find these situations uncomfortable and full of emotional minefields.
As leaders, we recognize that problems like these need to be addressed, but so many of us hate and therefore avoid the confrontation we know needs to take place. We say things like, “this will only make matters worse.” “I’m not sure I can control my emotions.” “Maybe if I give it some time, the issue will resolve itself.” Do any of these sound familiar? Probably so. Unfortunately, it is at best, wishful thinking.
Knowing how to successfully manage a confrontation is a skill that all leaders need in their toolkit. If you’ve been avoiding confrontation for fear of doing more harm than good, consider equipping yourself with these techniques for managing the situation effectively.
How to Manage a Confrontation
1. Prepare yourself in advance. Clearly determine the cause for the confrontation. Are you addressing a performance issue, an unacceptable attitude or perhaps a safety issue? Also determine the purpose or the goal for the confrontation. What do you want the confrontation to achieve? How do you want to be perceived after the confrontation? With these answers in mind, it will be easier to stay on target during the confrontation.
2. Do not procrastinate if a confrontation is necessary. Many leaders try to convince themselves that the problem with work itself out or dissipate if left alone. Putting off what needs to be addressed allows more time for emotions to grow and frustrations to fester. The reality is that bad news does not get better with time.
3. Avoid extreme emotional involvement. Never initiate a confrontation when you are emotionally charged. This is difficult, but that is why preparing yourself in advance is so important.
4. Choose carefully the time and place for the confrontation. Go behind closed doors if possible. Confrontation in front of an audience invites embarrassment and offers undue opportunities for “emotional performances.” Consider timing the confrontation at the end of the work day. This gives the other person an easy exit for cooling off and considering the issue.
5. Work to determine the other person’s driving needs. Try to evaluate the issue from their vantage point.
6. Willing accept some measure of responsibility for the situation – admit fault if you are to blame in part or in total.
7. Allow the other person time to vent. Remember, you have had the advantage of sorting through your emotions before initiating this confrontation. Give the other person the same opportunity.
8. Zero in on the problem, not the person. Positive confrontation focuses on the problem. Negative confrontation focuses on the person. Frame the conversation in terms of specific expectations for future performance. Encourage feedback regarding alternative solutions or approaches for managing the issue.
You may not find a solution immediately. You may never completely agree on the issue. But a leader’s responsibility is to address difficult issues and ensure steps are taken to work toward a mutually agreeable solution. It’s hard work – and something that leaders ought to know.