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Identifying Conflict Triggers

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Digital Marketing - Study Notes:

There are numerous triggers that can lead to conflict in the workplace. Leaders should recognize these triggers, and work to eliminate or manage them effectively.

The first common trigger is culture or leadership style. When team members and employees are openly or even secretly punished or blamed for mistakes, defending themselves becomes a high priority. A common response to being challenged is to deny responsibility, shift the blame, or even lie. When such defenses stop having the desired effect or others feel blamed or accused unfairly, conflicts are inevitable. 

As a leader, it’s essential that you refuse to buy into or encourage such a climate. Remember, making mistakes cannot be prevented by rules and restrictions. They can be minimized though, or even turned to your advantage by becoming learning or training opportunities. Always encourage and support your staff.

Another common trigger is favoritism. Perceived favoritism, or unfair and unequal treatment, can take many forms. It could be either open and blatant, or secretive and subtle, and all shades in between. The fact that laws exist to address unfair treatment does not prevent its appearance. When employees or team members see others receiving either preferential or unfair treatment, gossip tends to flourish, respect is lost, and eventually protests and arguments may arise.

There are situations where people and their managers do not consciously set out to behave unfairly. Instead, it’s a case of lack of attention or ignorance of others’ needs leading to others feeling pain. Encourage an atmosphere of respect and appreciation. And always be vigilant and prepared to act quickly when complaints of unfair treatment arise.

Remember, there are specific behaviors that can fuel conflict. Developing, as a leader, a habit of vigilance, and of avoiding or refusing to tolerate these behaviors, reduces the likelihood of conflict arising.

A third common trigger is being judgmental. This is unfortunately a common personal style, where individuals judge others, and even themselves, in ways that generate unpleasant feelings. Indeed, it is almost a reflection of life today, where education, politics, news and social media outlets make criticism and harsh judgment their stock in trade. It is a social habit. Even performance management systems drift commonly to judging employees’ performance, often in terms of what is lacking. Feeling judged, especially when it seems unfairly, provokes the same defensive routines typical of blame cultures.

Making disrespectful remarks is another common trigger. Disrespectful remarks and gossip will often arise from being judgmental about colleagues. A person openly making disrespectful remarks about colleagues is easy to spot. As a leader, you must challenge and prevent this behavior. Gossip is not so easy to detect, although it will show up in remarks and whispered information as they circulate.

Bullying is a particularly serious trigger for conflict. It is almost always a secret activity, where one individual is subjected to pressure or threat by another. Frequently, it suppresses open disagreement or conflictual behavior because of the fear experienced by the victim. Watch out for the signs of bullying. These include sickness absence, stressful responses, or unexpected reduced performance in individuals who are normally good performers.

Another trigger is secrecy. Swearing people to secrecy is one of the most corrosive behaviors in the workplace and feeds disagreement and conflict. Agreeing to keep secrets and not tell anyone is in fact collusion with this kind of behavior. Remember, when someone swears you to secrecy, they are often simply trying to protect themselves because they know that they are generating unrest or pain for someone else. The harm is increased by the agreement. It is admirable when a listener says, “If you want it kept secret, please don’t tell me, because I will not keep secrets!”

Prejudice and discrimination are a final trigger. They are usually the behaviors of individuals or groups, and are not departmental or culturally-based. Remember that behaving this way does not necessarily lead to open conflict, but is already a conflict in itself.

Consider this example. The head of a marketing department was pressured by his CEO to override recruitment policy and appoint a young, inexperienced, and unqualified university graduate to the role of social media analyst. He was sworn to secrecy by the CEO. Unfortunately, the young man in question did not perform adequately and was creating a disaster. The Department Head then discovered that the young man was the boyfriend of the CEO’s daughter.

The Head of Marketing was so concerned about the situation, he realized that he could no longer keep the secret, despite the risk of exposing himself and what he had agreed to. He brought the matter to the attention of Human Resources. Investigations were started, and in time they unearthed more instances of bullying and cover ups. By not tolerating the behavior and refusing to continue with the secrecy, the Head of Department was able to improve the working life of all his staff.

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Olivia Kearney

Olivia is CMO of Microsoft Ireland she is responsible for developing the longer term strategy for the Irish business and leads the marketing strategy across B2B and B2C.

A passionate marketing leader who cultivates big ideas to drive growth and brand distinction and brings her international experience in the Tech and FMCG industry.

Olivia Kearney
Cathal Melinn

Cathal Melinn is a well-known Digital Marketing Director, commercial analyst, and eommerce specialist with over 15 years’ experience.

Cathal is a respected international conference speaker, course lecturer, and digital trainer. He specializes in driving complete understanding from students across a number of digital marketing disciplines including: paid and organic search (PPC and SEO), analytics, strategy and planning, social media, reporting, and optimization. Cathal works with digital professionals in over 80 countries and teaches at all levels of experience from beginner to advanced.

Alongside his training and course work, Cathal runs his own digital marketing agency and is considered an analytics and revenue-generating guru - at enterprise level. He has extensive local and international experience working with top B2B and B2C brands across multiple industries.

Over his career, Cathal has worked client-side too, with digital marketing agencies and media owners, for brands including HSBC, Amazon, Apple, Red Bull, Dell, Vodafone, Compare the Market, Aer Lingus, and Expedia.

He can be reached on LinkedIn here.

Cathal Melinn
Kevin Reid

Kevin is a Senior Training Consultant and the Owner of Personal Skills Training  and the Owner and Lead Coach of Kevin J Reid Communications Coaching and the Communications Director of The Counsel.

With over twenty years of experience in Irish and International business with an emphasis on business communications training and coaching, he is a much in demand trainer and clients include CEO’s, general managers, sales teams, individuals and entire organisations.

With deep expertise in interpersonal communication through training and coaching and in a nurturing yet challenging environment, Kevin supports teams and individuals through facilitation and theory instruction to empower themselves to achieve their communication objectives. This empowerment results in creativity, confidence building and the generation of a learning culture of continuous self-improvement.

Kevin Reid
Bill Phillips

Bill is an international facilitator, trainer, and team coach. He has successfully coached CEOs, board members, directors, executive teams, and team leaders in public and private companies, NGOs, and UN organizations in 15 countries across four continents. He is also the creator of Future-basing®, a highly potent process for building strategy, vision, and cooperation.

Bill Phillips

ABOUT THIS DIGITAL MARKETING MODULE

Digital Leadership
Olivia Kearney Olivia Kearney
Presenter
Cathal Melinn Cathal Melinn
Presenter
Kevin Reid Kevin Reid
Presenter
Bill Phillips Bill Phillips
Presenter

In this module, Olivia Kearney will discuss the competencies and behaviors associated with successful digital leadership and explore the characteristics of digital leaders. You will determine the skills and behaviors that are central to progressing from a managerial role to a leadership role, including “big picture” thinking and thinking with a global perspective. Kevin Reid and Bill Phillips will then explore behaviors, attitudes, and techniques that will help you to become more personally effective in a leadership role, including leading with emotional intelligence, defusing anger, and managing conflict.