Using conflict as a strategic asset.

• Author: Boomer, Jim
• Position: PCPS BRIEF - Task Conflict vs. Relationship Conflict

Wouldn't life be easier if we could just make decisions in a vacuum and not worry about what others thought?

Yes it would, but the business environment in which we operate is focused more and more on fostering teamwork. Teams increase the complexity of decision making because they are composed of members with diverse backgrounds.

Naturally, when you get a group of diverse people together to make a decision there will be conflict. However, conflict is not necessarily 100% bad. In fact, it can actually be beneficial if it ensures that the team looks at a problem from all angles and that all information is considered.

Task Conflict vs. Relationship Conflict

There are two types of conflict that typically arise in a team setting--task conflict and relationship conflict. Task conflict is most often beneficial to decision making, while relationship conflict is often a deterrent.

Task conflict means disagreement about the content of decisions and involves differences in viewpoints, ideas and opinions. Examples include conflicts over judgments and interpretations of facts, how resources are deployed for a project or the steps necessary to complete it.

Relationship, or emotional, conflict involves interpersonal incompatibility and typically results in tension, annoyance and animosity among team members. Examples include conflicts over personal tastes, political preferences, values and interpersonal style. The most effective teams promote task conflict and avoid escalating relationship content.

Common Pitfalls

Conflict management is not the same as conflict avoidance. When we avoid conflict altogether, we limit the chance to obtain valuable information that may affect the decision-making process.

For example, a team might go with the first suggestion made just to avoid a confrontation. However, the person making the suggestion may have made it only because he or she thought it would be met with the least resistance. The result is a decision that no one on the team really supports. In this case, a little conflict--or at least discussion--would have been preferable. The right type of conflict can be healthy if it is managed correctly.

While there are a number of process failures that can lead to unhealthy conflict within a team or let healthy conflict morph into the unhealthy type, some of the more common include:

* Using "majority rules" as a decision maker. Team members who sense bias from the majority will not often give a dissenting opinion in order...