Benjamin Franklin almost got it right when he said death and taxes were the only things certain in life. There isn’t enough Botox and liposuction in the world to grant you immortality and the IRS has caught onto offshore banks and Swiss accounts as tax shelters. Rest assured that Uncle Sam is going to get his and everyone has a date with the Grim Reaper. The list of life’s certainties truly is short, but if Mr. Franklin were alive today his list might have been longer.
For example, we can be certain someone is going to cry every week on Dancing with the Stars. Despite her biggest smile and best efforts, it was Kate Gosselin who was sent packing. America’s love-hate relationship with the Gosselin clan will have to continue through the tabloids until they land their next reality show. Another certainty is that Matt Stone and Trey Parker are going to offend pretty much everyone in their next episode of South Park. Their most recent installment is drawing fire for depicting Muhammad in a bear suit. Never mind that the episode depicts other religious figures in compromising, fictional situations. To give Matt and Trey credit, they are equal opportunists when it comes to being offensive. 
Fortunately, we have the right in America to speak our minds, even if it is unpleasant and distasteful to just about everyone else. But this is where we come to the item Ben Franklin might have included on his short-list of life’s certainties: death, taxes and disagreement. So often, we are a people divided. Differences in ideology and politics are sure to segregate us, but it is also the little things that can sharply divide people within organizations. If there is one thing we agree on, it’s that we can’t always agree. More often than not, this leads to conflict and this is where leaders have to make tough decisions.
When is conflict good for the group, and when does it become counter-productive? How does a leader effectively manage conflict within organizations? First, you have to recognize that people deal with conflict in different ways. Blake and Mouton’s Managerial Grid not only deals with different management styles, it can also offers insight into differing approaches to conflict management. Some people become more competitive while others are too quick to compromise and yet others are willing to collaborate when conflict arises. Second, it is important to recognize that conflict is natural. Bruce Tuckman’s theory on group development provides tremendous insight into the natural conflict process that occurs when new groups or teams are formed.
Based on this information, leaders should understand that conflict is a normal occurrence and while it can be disruptive it can also be very beneficial. One of the more dangerous scenarios that can happen within an organization is a phenomenon called “Group Think”. Irving Janis defined this term as, “when a group makes faulty decisions because group pressures lead to a deterioration of mental efficiency, reality testing, and moral judgment”. Conflicting views need to be heard, even if they are unpopular. People need the opportunity to discuss different ideas, resolve their differences and develop new strategies for success. Conflict can be the catalyst that starts that process.
When does it go too far? Typically when it becomes too personal (Muhammad) or when people hit a serious impasse (John and Kate). Conflict is never an excuse to attack someone on a personal level and groups that flounder too long at a stalemate can lose focus the goals they are trying to accomplish. This is when the leader needs to step in to mediate and help both sides come to a compromise. Only then can real progress be made. As a foreign diplomat and founding father, Ben Franklin probably could teach us a thing or two about leading people through conflict. South Park and Kate Gosselin on the other hand; well there are some things we can learn from them as well. Whether or not it is anything of real value is up for debate. One thing is for sure, conflict happens every day and leaders need to know how to manage it.
Leadership Advice 