Consider a business setting where one individual never brings issues to you, their manager. Rather, they try to resolve conflict using a colleague and peer of yours. This is referred to as triangulation. Post a discussion entry (between 250 and 350 words in length) explaining:
· How you would manage such a person and encourage them to approach you instead of other members of management.
· Describe similar conflicts you have witnessed in your own work experience and share information as to how the problem was resolved.
I have provided three examples to assist with the post.
Example #1
Triangulation is a tactic where one person chooses to not communicate directly with another person; they instead use a third person, such as a colleague or peer, thus, creating a triangle.
If I was the manager of an employee who formed triangulation, I have several ideas on how to encourage them to approach me, instead of other members of management. First, I would review company policies to understand the company’s guidelines and suggested recommendations on triangulation. Second, I would address the issue with the employee to make them aware that I see and understand what is happening. Third, I would make my employee aware that I encourage direct communications so there are no mis-understandings, and let them know triangulation is not acceptable. Fourth, I would actively listen to the response and concerns from my employee to determine why they may have been in a triangulation situation. I would want to know what is bothering them and why they couldn’t come to me directly. I would not judge, rather, I would listen to their concerns. Fifth, I would offer training to my employee so they have the necessary skills and competencies for workplace communication and conflict resolution so triangulation would not be repeated. Sixth, I would lead by example and be a good role model for this employee and other members of my team and the organization. By not being a participant of triangulation, I am helping reinforce proper workplace behavior.
From my professional experience, I see triangulation in my own team. The individuals involved are not my direct reports, but we have the same Director. These individuals purposely do not give information to their Director, rather, they go over her head and provide the Vice President with information, thus, leaving her out of important work conversations; on purpose. The Vice President knows what is happening and by not stopping this behavior, he is reinforcing it. Since the employees are not my direct reports, I stay completely out of the situation and do not involve myself. I make sure that I am never part of the triangulation that is happening.
Example #2
1. How you would manage such a person and encourage them to approach you instead of other members of management?
If I was a manager of a department and had an employee who created a triangulation I would want to encourage the employee to come see me first before approaching another member of management. One thing that I would like to start with is going over what the company is and the policy of the company. The next thing I would want to talked to the employee about is to ask why they don't feel comfortable coming to me first. I would want to ensure the employee that any issues can be addressed with me first before going to a different member of management. Next I would tell the employee that if they hear anything or have a problem address me because its important to have direct communications. By having direct communications with employees it helps diminish misunderstandings. Once you are done explaining those ideas with the employee tell them triangulation is not accepted in the company. After that is address listen to what the employee has to say of why they formed a triangulation. Maybe the employee doesn't have trust for you. This is why feedback is important within a company because it sees where you stand with everyone because you may feel you are doing well but that may not be true. In addition, look at yourself and see what kind of leader you have been and how well your communication has been. After all angles have been addressed I would offer the employee an opportunity to learn how to communicate and resolve conflict in a workplace. Lastly, once you review how you have been in the office start to lead by example and get to know more about your office and start communicating with employees and gain their trust and comfortability.
2. Describe similar conflicts you have witnessed in your own work experience and share information as to how the problem was resolved?
When I use to work at Walmart some employees would go above a supervisors head and complain about them instead of communicating with the supervisor first. While the employee may felt like it was the right thing to do it wasn't because it isn't the best way to deal with conflict. The employee should have talked to the supervisor first and then if the conflict wasn't resolved they should talk to different management. In addition, the supervisor once close to the employees which gives the lack of trust and comfortability between the employees and supervisors.
Example #3
How you would manage such a person and encourage them to approach you instead of other members of management.
It is a difficult task to build a team that will cohesively work together. Not all personalities and work styles are going to get along. As a manager, it is important to understand and respect that. It is not necessary to get team members to become great friends, but it is essential to get them to work together. The work relationship exists to accomplish the goals of an organization.
The biggest factor in working on a team and resolving any conflict is communication. Employees should not have the option to ignore any individual or not participate in a group activity. One specific approach I would use to get individuals to communicate with me and each other is creating team huddles. This can be daily if necessary. These short meetings could be used to allow each individual to describe what tasks they will be doing and to listen to what others are working on. These one on one and group interactions need to be created to promote a better professional work environment.
Describe similar conflicts you have witnessed in your own work experience and share information as to how the problem was resolved.
I have witnessed many times where employees do not get along and prefer not to interact. Individuals do not need to communicate on personal matters if they prefer not to, but when they decide not to interact at all it leads to a toxic work environment. I have witnessed these conflicts get better when individuals are forced to communicate about work. If employees plan on staying part of an organization it is important to have open communication. It does not always improve personal feelings, but teams cannot be broken if they plan to succeed. These work scenarios need to be created for individuals to communicate and resolve issues.
An interesting topic brought up in our reading is finding the positives in a conflict. When an opposition between two employees is work related it shows that they are committed and passionate about their work. “Conflict can be constructive as well as destructive. The nature of the word conflict implies opposing positions with negative results; however, when properly managed, conflict may be a positive force” (Hynes & Veltsos, 2019, p. 377). The underlying issue needs to be addressed and all parties need to participate in creating a solution. Managers need to figure out how to help these individuals combine their efforts and work together for the organization.
References
Hynes, G. E., & Veltsos, J. R. (2019). Managerial communication: Strategies and applications (7th ed.). Thousand Oaks, CA: Sage Publications.
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