Caught in the Crossfire

Lisa picked up the next interdepartmental envelope, flipped it over, and noticed it was from Boyd. It was marked "Confidential." Oh, not another one, she thought. Sure enough, the memo inside was another volley in the ongoing war between Boyd and Wallace. Three pages of single-spaced venom.

She knew she had to read it, but reading it seemed like such a waste of time. Mercifully, the phone rang.

She picked up without looking at the caller ID. "Morning. Lisa."

It was Wallace. "Have you seen it? This is too much. I can't believe…"

Lisa interrupted him. "I know. Don't reply. No emails, no memos. Go for a walk. I'm setting up a meeting with the two of you. I want us to get past this."

Lisa is in the midst of a battle between two of her reports, Boyd and Wallace. It's been going on for some time, but Lisa has just done two things right — she announced her intentions to make a peace, and she intervened to stop Wallace from returning fire.

What she does next can make the difference between moving on to get business done, and losing one, two, or even more employees. Here are some tips for peacekeepers.

Act now

Don't let the war go on. It will only escalate until you have to act. Decide what to do to unwind the conflict, and do it. Hint: reassignment of one of them probably won't fix the problem.

Declare an armistice

If a memo war or an email war is in progress, end it immediately. Put a time-limited embargo on new emails, memos, snide remarks, and private complaints to you. This prevents the situation from getting even more complex.

Assess your own role

When two people are engaged in personal conflict, you might think you aren't involved, and maybe you aren't. But if you're at all close to the conflict, you're probably involved implicitly. Are they contending for your favor? Have you set them up?

Consider a facilitator

Consider enlisting an outside party skilled in addressing personal conflicts, especially if you think you might be playing a role. Give preference to candidates who are unknown to you and to the parties involved in the conflict. An external consultant is ideal. Don't try to do it yourself. Even your dentist goes to another dentist.

Make the first meeting exploratory

Don't expect to find a "solution" without first learning what's happening. You and the two participants in the struggle will certainly have different perspectives. Explore them.

When two people are in conflict, they're often proxies for others. The conflict could be a manifestation of a conflict between organizational elements, or between two or more groups, or even a conflict within someone else. Since the proxies might not be the cause, look for resolution without blame.  Top    Next Issue

Are you fed up with tense, explosive meetings? Are you or a colleague the target of a bully? Destructive conflict can ruin organizations. But if we believe that all conflict is destructive, and that we can somehow eliminate conflict, or that conflict is an enemy of productivity, then we're in conflict with Conflict itself. Read 101 Tips for Managing Conflict to learn how to make peace with conflict and make it an organizational asset. Order Now!

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Contextual Causes of Conflict: I

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Commenting on the Work of Others

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And on May 1: Antipatterns for Time-Constrained Communication: 2

Recognizing just a few patterns that can lead to miscommunication can reduce the incidence of problems. Here is Part 2 of a collection of antipatterns that arise in technical communication under time pressure, emphasizing those that depend on content. Available here and by RSS on May 1.

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