I’ve always admired pelicans. They are odd sorts of creatures, with little color. Their beaks are tremendous in comparison to their heads.

Pelicans look lazy because they just seem to sit on top of rocks all day. But if you’ve ever watched them catch a fish, in a free-fall, missile guided, dead-on splash, you know there is much more to the pelican than meets the eye.

I don’t know if I’ve ever seen one miss its target and by the time the water has settled, the pelican is enjoying its meal. People can be like pelicans – misunderstood, judged incorrectly, and perceived as lazy or of little value. Such perceptions in the workplace cause conflicts.

Conflicts are inevitable when creative minds of various cultures and backgrounds come together, but it does not have to be a problem rather an opportunity for learning. When conflicts arise, here are some simple but valuable steps to consider:

• Conflict must bring about a change – The reality of a dispute is that two or more people have issues that must be resolved in the best interest of everyone but most importantly for the vision of the company. Someone must compromise, and in the best case scenario, there is a meeting in the middle. The worst solution is simply to air the problem with no change. You will quickly find yourself face-to-face with the same employees and the same problem, only this time, it will be worse. Remember that it is all in the manner in which the conflict is handled, not so much the conflict itself, which is important. Stress to your team members that you recognize, the fact that they have a conflict, means they care about their job. While that is positive, you need them to help you find an avenue for change. Follow up to make sure the changes have been implemented.

• Don’t Wait For It To Blow Over – Conflicts get worse with time, and actually fester and feed, until instead of two employees involved there are now six. Handle the conflict when it occurs. The reason my grandmother’s stew was famously tender, it simmered a long time. Tender feelings lead to escalated tempers and an unproductive work environment. It is important to note that most employees have issues from a lack of communication – rarely from too much communication.

• Teach Your Team Members by Example – How you handle conflict significantly impacts how everyone else handles conflict. If you do not understand the actions of an employee, a simple, “I’ve noticed that… or it seems like… or I was wondering if I have upset you because …” Usually it is not the intent of someone to harm another. In most cases, people do what they do for very specific reasons. Asking is the easiest route to conflict resolution that there is.

• Be Prepared to Have a Great ONE-on-ONE – It is bold but necessary. When obvious issues exist between two people the best solution is to arrange a one-on-one. Preparation is a must in mediating a conflict between two employees. Accusations and attacks only serve to further draw a wedge between the two. Start by emphasizing how important each team player is to the company. Make a point that the conflicting members acknowledge the strengths of each other and each one’s importance to the company. Stress that no one person is ever at fault in a disagreement, encourage that each member realizes his part so that the conversation can flow past the guilt to a resolution.

• Implement Ground Rules – Instruct your employees that when an argument arises, remove themselves away from the other employees and customers to regroup and acknowledge each other’s feelings. Suggest a positive before a negative is issued; in other words, before one employee criticizes another, make it a rule that he first issue a positive statement. Make a point to insist on objective, constructive language. “Your customer service is very good that is why I am concerned as to why you became angry at that particular customer. Are you feeling well today?” That is a much better approach then, “You can’t treat our customers that way. What the hell is wrong with you today?”

Conflicts are an inevitable part of work. How we react to them can seriously impact the future of our business and work relationships. Sometimes our best efforts cannot resolve an issue but what is most important is the manner in which we handled it. Make sure that you are seeing the pelican for its value and not just what it appears to be outwardly.

 One day, you just might need that pelican to share his meal with you.

by Nora C. Hatchett