Managing Workplace Conflict: The Advantage of Being Direct

Where there are people, there will be conflict; it is natural and normal both in the workplace and at home. The issue becomes how is it expressed. Some conflict is handled in a healthy, respectful and functional way, while other conflict can be unhealthy, disrespectful and dysfunctional. Unfortunately, we have all experienced the latter.
In a New York Times article, Defuse Discord at the Office: Be More Direct, Phyllis Korkki discusses a paper in the Academy of Management Review  which addresses how conflict is expressed and identifies four main types of conflict expression:

1. High directness/high intensity-Opposition is expressed unambiguously and usually involves shouting, aggressive language and other inappropriate nonverbals like rolling of the eyes and slamming fists on the table.
2. High directness/low intensity-Communication is also unambiguous, but the action is debating, discussing and deliberating.
3. Low directness/high intensity-Opposition is expressed ambiguously (ignoring or discounting another person's perspective, mean-spirited banter, mobilizing a blocking coalition and back stabbing).
4. Low directness/low intensity- This is low voltage, but still insidious. People avoid saying what they really mean, withhold information, tease in "fun," passive-aggressive behavior (convenient forgetting, missing meetings).

The goal and most functional way to handle conflict and express them is the high directness/low intensity. Communication is clear and direct; no ambiguity and lots of transparency. Leadership needs to establish norms that encourage this expression, then employees know what healthy communication looks like at work and the more likely they will practice it themselves.