Conflict is common and unavoidable in any community. It can occur among members, leaders, between members and leaders, and even with individuals outside of your community. It can range from minute disagreements and misunderstandings to debilitating disputes with lasting effects on the community. Since conflict is inevitable, it is important to respond well, navigate the issue and turn the situation into a positive one.
As part of NVPC’s Community Leadership series, we discussed conflicts with three community leaders—Dipa Swaminathan, Founder of ItsRainingRaincoats, Ang Li May, CEO of Bizlink Centre Singapore, and Siva S. Krishnasamy, a lawyer at Pathway Law Practice. Here’s what they had to share:
WHAT ARE CONFLICTS?
Simply put, a conflict is a clash between two individuals with opposing viewpoints. This can be situational due to process gaps that cause tension, especially when people misunderstand their roles and responsibilities in the community. It can also be interpersonal when there are incompatible personalities and different opinions, or when conflicting parties fail to communicate amicably with each other.
WHO IS INVOLVED IN MANAGING CONFLICTS?
There is no one-size-fits-all answer to the question; it depends on the type of conflict and the context surrounding it. Naturally, the conflicting parties are the main individuals involved in the resolution of a dispute. In some instances, other individuals outside of the conflict may need to step in to aid in managing the situation.
Taking the workplace as an example, though it would seem swifter and more straightforward to resolve conflicts among the conflicting parties, supervisors, team leaders, or even senior management members may be involved if the conflict calls for it. In such cases, having pre-existing workplace processes will help determine who is involved in conflict resolution. Understanding these roles in a professional organisation and the responsibilities that come with them will guide individuals to decide how to respond to the conflict.
For Dipa’s work in ItsRainingRaincoats, a charity that improves the welfare of migrant workers by building bridges between them and Singapore residents, she views her involvement as an opportunity to help manage the conflicts that migrant workers may encounter. Often, migrant workers do not have the economic might, the benefit of language for clear communication, and the connections to be on an equal playing field as the parties that they are in conflict with, such as their employers, or regulatory bodies. ItsRainingRaincoats seeks to boost migrant workers to a more equal standing in the conflict by providing a community of support. For charities and volunteer groups, individuals may not be directly involved in the conflicts of the people they serve, but yield themselves to manage conflicts in support and empowerment of others.
Ultimately, it is most essential to understand your role in the situation, and act with empathy if you are rendering help to the conflicting parties. Sometimes, not getting yourself involved in conflicts that are not yours may be the better option for all parties; it all depends on the context and your relation to the conflict.
WHEN SHOULD CONFLICTS BE RESOLVED?
Generally, conflicts should be resolved as soon as possible. This would prevent them from potentially spiralling and festering into something more severe over time.
However, it is also important to ensure conflicting parties are ready to resolve the issue as well. The parties involved have to be willing to come together to improve their situation, rather than to have a mediation forced upon them, or either one side, prematurely. With readiness and openness, the conflict can be resolved more easily and quickly because all parties are receptive to meeting their common goal of resolution.
Siva, a lawyer at Pathway Law Practice, shares that being ready to resolve the conflict can also assist to pre-empt and prevent future conflicts from happening. Willing parties would be able to have frank and open conversations, and come up with solutions such that similar conflicts will not repeat in the future. These discussions can be developed into guiding procedures should similar conflicts occur in the community or organisation.
WHY SHOULD YOU ADDRESS CONFLICTS?
What do conflicting parties gain from addressing conflicts? The obvious answer is the resolution that would create an amicable environment for the parties and the community surrounding them where everyone is able to work together more smoothly, leading to greater productivity. The process of managing conflicts may also help to close up process or systemic gaps that were previously unclear, resulting in improvements to the overall organisation.
Conversely, disagreements may cause people to lose sight of their common goal. Unaddressed conflicts can lead to disengagement or withdrawal of members involved, and other members of the community who are impacted by the negative environment.
Why do some conflicts still go unresolved?
Despite the clear importance of dealing with conflicts, some are reluctant to and avoid doing so. This may be due to a person’s ego or sense of self-esteem and self-importance, especially in cases of personal or work conflicts that can affect the person’s reputation. In more destructive instances, some may avoid dealing with conflicts as a means to gain control over the situation, or to belittle the other party.
Conflicts may also go unaddressed because of ethical or ideological differences and both parties being unwilling to compromise their beliefs. In such cases, a third party may be needed to facilitate understanding of different perspectives and bring conflicting individuals to an awareness that a common ground can be achieved.
HOW CAN YOU PREVENT CONFLICTS?
Li May, the CEO of Bizlink Centre Singapore, a non-profit organisation that supports persons with disabilities to integrate into the workforce, shares that she uses process mapping in her organisation to identify aspects that should be enhanced or continued, and contrasting aspects that cause tension or friction. This helps her to recognise areas of potential conflict and locate the root cause of challenges. Process mapping creates better understanding about the different moving parts of the community, and how one can improve the system as a whole.
Another actionable way to manage conflicts is to create a collaborative culture in your community by starting conversations and having open sharings with your community members so that people feel comfortable to discuss conflicts when they arise. Having an open door policy helps to build a communicative and resilient environment that will be beneficial in the long run. Talking about common challenges faced by your members also increases their awareness of them, and may even create champions to prevent such issues from resurfacing in the future.
HOW CAN YOU FACILITATE CONFLICT RESOLUTION?
As community leaders, you are often the shock absorbers getting pulled into conflicts among community members. As a figure of authority, you play an important role in aligning conflicting individuals back to the mission or cause of the community. This reminder reduces the number of conflicts that may arise as your members will have the same guiding principles that define their interactions.
You should also let the community feel valued by creating opportunities to listen to the different perspectives of members. Such conversations may give you a better grasp of the needs of your community members, which better allows you to navigate difficult situations.
When mediating conflict, as a supportive leader, you should withhold judgement on deciding which individual is right or wrong. Instead, you should facilitate discussion to gather answers from the conflicting parties, drawing them closer to a resolution if they are drifting away from the common target. When mediating conflict as a third party, you must stay neutral and exercise patience and empathy, especially when conflicting parties are disengaged or unwilling to resolve the conflict.
Main Takeaways
Navigating conflicts is an essential skill as conflicts are inevitable in any community you’re in. To resolve them and create a more positive environment, consider these tips as shared by Dipa, Li May, and Siva:
- Understand your role and relationship to the conflict.
- Resolve conflicts as soon as possible, or when all parties involved are ready.
- Consider process mapping to identify organisational gaps and the root causes of potential issues.
- Develop a collaborative culture to have open conversations about conflicts and challenges.
- Learn from past conflicts to prevent similar ones from happening.
- Stay neutral and exercise empathy when mediating conflicts of others.
Watch the recording of our Community Leadership Series workshop on Navigating Conflicts in Communities,
and check out these helpful resources for more tips on how to grow your community.
