The following is a Desk of Brad from the past, but I’d like you to take a moment to reflect on the message again. You’ll see the importance of how to “re-look” at things as a habit…
I thought it would be a good idea to share my perspective and some thoughts around the inevitable conflict that arises when humans work together and how to manage it from my perspective.
I wrote out the company values in an effort to provide some guide posts around how we should decide things, standards that can be applied to specific situations to facilitate quicker outcomes. For example, caring for our customers or our employees is our first value, then simply – any decision which puts that value at risk is off the mark. The first step to resolving conflict is to apply our values to the situation and make a determination.
A habit I learned a long time ago, which I borrowed from Stephen Covey is seek first to understand and then to be understood. Most conflict arises when two sides are advocating their perspective but not listening to one another. This doesn’t mean you won’t disagree with each other, but at least you’ll be able to acknowledge the things that you agree upon so you can focus on the differences. While I was at Nordstrom, I managed a lot of customer complaints, more often than not – people just want to be heard, their issues to be understood and then real meaningful resolution can begin.
No matter how mad I may be… that email I wanted to send in the heat of the moment never, I mean never is the right thing to do after I’ve had time to think it through. My drafts folder is full of emails that I wrote and never sent. There is something cathartic about writing our your thoughts and feelings. But, better to have never pushed the send button. Additionally, I’ve found that email is about the worst medium for resolving issues possible, only text messages might be worse… so don’t do it. Pick up the phone and call someone, talk it through and exchange energy and ideas. Emailing is a cowardly way to conduct a disagreement.
What are you fighting for? When I get mad I have another habit that kicks in, I ask myself why am I mad? Who and what am I fighting for? It’s tough especially in the heat of the moment but when I recognize that my issue is about me or how I feel or how I think things should be… I am usually off base. My best energy is spent furthering the ideas of our company and focusing on the desired outcome. If we agree on the high level goal or objective then we can have a discussion how to achieve our goal rather than argue about a way of working.
Quantitative decision making, reviewing the numbers and the measurable outcomes is a great way to remove emotional discourse. As I’ve mentioned in the part one of the downsides of qualitative decision making is that it lends itself to a gut feeling which isn’t easily shared. When you want to change the system or a way of working – look for some numbers, facts or figures that you can use to justify the work and level of effort required for change.
My last piece of advice on this subject is to remind everyone that by and large people are well intentioned. They may have a different approach or see the world differently than you but they are working hard, just like you to make Tahzoo a better place. When I assume that someone is well intentioned then it’s hard to not treat them like a valued colleague or friend. My mom used to tell a story about the word “respect”, if you respect someone then you’d “re-look” at them. You’d make sure that your underlying assumptions about them were still valid and if they’d changed, you would change your perspective too. It’s all too easy to see someone as calorically one way or part of one group when really they are just like you and trying hard in some cases desperately to make Tahzoo a better place. We are Developers, Business Analysts, Project Managers, and Experience Design Consultants… we are part of groups but we are individuals.
We share a common vision and a common goal… To make our clients great and to make Tahzoo a great place to work. So next time you feel conflict brewing, take a moment of pause and remember we are all on the same team.
Let’s go be great!