After two decades of consulting, I can identify common problems found in most companies. As expected, procedural inefficiencies, lack of internal quality or financial control and a host of others that most would suspect. However, one theme in particular I find fascinating. It has a profound negative effect and is rarely discussed—the strong desire to avoid conflict, sometimes at all cost.

The other day I had a discussion with a young business owner who was considering increasing inventory beyond financial wisdom just to avoid a discussion with the workers regarding a lack of quality. Last week I met with a client’s employee to discuss performance issues. It quickly became evident that the lack of honest communication regarding expectations was the crux of the problem. I have seem companies accept inferior efforts by vendors rather than confronting them and salespeople quickly lowering their price before even attempting to explain the value-add gained by the cost.

More often than not, it is within the small companies that these behaviors exist as the large companies are much better at holding their ground. Large companies have learned how to overcome the fear of conflict by passing responsibility onto a third party, “it is our policies” whereas small companies make each discussion and word “personal”.
Conflict can either be beneficial, spurring innovation and creativity or destructive, causing discord and acrimony. When used in its positive form, conflict can provide a catalyst for change. A popular term that illustrates the positive use conflict is “the devil’s advocate”. Such applications suggest a conflicting view is being presented in an attempt to provide a much-desired opposition. This process involves uncovering truths that if left undiscovered may have allowed an unsuccessful idea to be taken to fruition.

When conflict arises in a relationship the process of resolution can lead to an increased understanding and renewed commitment. In fact, it is not unusual to have relationship bonds strengthened by this sometimes-intense interaction. This can be experienced on both the individual and organizational level.

To those who are more open emotionally, conflict provides an opportunity for self-analysis and introspection. The well-known saying, “if you’re not part of the solution you may be part of the problem,” has great application.