Strategies for Resolving Conflict.

AuthorBrock, Martin
PositionTOOLBOX - Column

If such a thing as a conflict-free work environment exists, the legislature most certainly is not it.

Political environments, especially, invite differences of opinion, debate and disagreement. It's what the legislative process is all about: fleshing out ideas and issues. Conflict (that is, civil conflict) is expected in legislative chambers, but not within legislative staff offices. High-tension, stressful work environments need to be monitored; ideally, conflict can be de-escalated before it causes permanent rifts between colleagues, legislators or the public.

Conflict, whether it's out in the open or simmering beneath the surface, is a distraction that can harm productivity. It can dampen career satisfaction and accelerate staff resignations. It can also be expensive. "Every unaddressed conflict wastes about eight hours of company time in gossip and other unproductive activities," according to research by VitalSmarts, a Utah-based corporate consulting firm.

The legislature is a haven of mixed, sometimes strong opinions on contentious topics. Difficult coworkers and constituents come with the territory, with differing political ideals often fueling emotions. This passion can lead to heated conflict.

Carrie Maulin, chief clerk of the Idaho House of Representatives, says things can get especially stressful in election years. "When [legislators] have to get out and run their campaigns and need stuff done, things get very emotional."

That stress inevitably trickles down to staff.

The Art of Listening

Whether you are resolving a conflict between individuals, or someone is arguing with you directly, the way to de-escalate the situation is to remain calm and rational. Let the other person air his or her grievances, all while remaining respectful--because your response will either escalate or defuse the situation.

Practicing effective conflict resolution is vital to supporting the legislature's mission: promoting the common good of the citizens of the state. You can start by listening. Lore Christopher, director of human resources for the Oregon Legislative Assembly, has mediated a conflict or two in her 21 years there. Her office policy in these situations is to be quiet, listen and let the other party "just run with it," she says. "We don't write anything down [at first], we just listen."

During a confrontation with a colleague, she advises, "Be present, listen and give them respect--for preservation of the relationship. You don't have to win the battle. It is not easy to do, but it is the smart thing to do!"

In New Hampshire, a clause in the Constitution grants citizens the right to petition for redress of grievances. Clerk of the House Paul Smith fields a lot of phone calls and visits because of this right. "Just having someone hear you out can make a difference," he says. "I...

To continue reading

Request your trial

VLEX uses login cookies to provide you with a better browsing experience. If you click on 'Accept' or continue browsing this site we consider that you accept our cookie policy. ACCEPT