Conflict and tension often get lumped together, but they serve different purposes in a high-performing team. Conflict, when handled constructively, resolves breakdowns in communication or processes. Tension, on the other hand, fuels creativity, innovation, and growth.
While conflict requires resolution, tension demands cultivation.
The key to fostering a dynamic, innovative environment is learning to distinguish between the two and embracing the energy that tension creates without letting it devolve into harmful conflict.
If you are looking to dive deeper into conflict resolution and learn how to turn destructive conflict into productive conversations, check out our recent guide, Conflict Resolution for Teams that Want to Make Conflict Part of Their Culture.
Three Ways to Intentionally Add Tension to Your Culture
In this article, we’ll explore three ways you can intentionally add positive tension to your team culture by setting clear norms, embracing straight talk, and avoiding practices like triangulation that undermine trust. Done right, tension becomes the stretch your team needs to innovate and grow.
Updating Team Operating Norms
Name it to claim it. Documenting your team’s operating norms of tension and conflict provides a starting point and reference point for when things get heated.
- Assess Current Norms:
- Conduct a team discussion or survey to identify implicit norms (how things are done now).
- Highlight areas where lack of clarity causes tension or inefficiency.
- Facilitate a Collaborative Workshop:
- Gather the team and outline the purpose of Team Operating Norms: to set shared expectations and improve collaboration.
- Use prompts such as:
- “How do we make decisions as a team?”
- “What behaviours do we expect during meetings?”
- “How will we address disagreements?”
- Encourage everyone to contribute, ensuring the norms reflect the team’s values.
- Draft and Refine Norms:
- Write norms in clear, actionable language. Example: Instead of “Communicate effectively,” use “Respond to team emails within 24 hours.”
- Ensure norms address interpersonal behaviour (respect, inclusivity) and processes (decision-making, accountability).
- Review and Finalize:
- Share the draft with the team for feedback.
- Finalize norms and gain commitment from all members.
- Integrate into Team Culture:
- Display norms visibly in shared workspaces or digital platforms.
- Refer to them during meetings, performance reviews, and conflict resolution.
- Revisit norms quarterly or biannually to ensure they remain relevant.
Avoiding Triangulation
Avoiding Triangulation and forcing team members to embrace the art of straight talk to move through conflict by addressing at the source are key elements for teams to master over time.
- Define Triangulation:
- Educate the team on triangulation: involving a third person to mediate or resolve a conflict instead of addressing the issue directly with the source.
- Explain why it’s harmful—it fosters gossip, undermines trust, and delays resolution.
- Set Clear Expectations:
- Incorporate “no triangulation” as a Team Operating Norm. For example: “Address issues directly with the person involved before seeking third-party intervention.”
- Ensure leaders model this behaviour.
- Coach Team Members:
- If triangulation occurs, gently redirect the team member by asking, “Have you spoken to [person] about this yet?”
- Provide coaching on how to approach the individual constructively.
- Create a Safe Environment:
- Build psychological safety so team members feel comfortable addressing issues directly without fear of retaliation.
- Offer training on conflict resolution and emotional intelligence.
Embracing Straight Talk
- Define the Practice:
- Explain that straight talk is about respectful, direct communication focused on resolving issues and building understanding.
- Provide Communication Frameworks:
- Teach methods like:
- SBI Framework (Situation-Behavior-Impact): “When [Situation] happened, I noticed [Behavior], which made me feel [Impact].”
- “I” Statements: “I feel [emotion] when [specific behaviour], and I’d like [desired change].”
- Teach methods like:
- Normalize Giving and Receiving Feedback:
- Incorporate feedback exercises into team meetings or development sessions.
- Celebrate examples of constructive straight talk to reinforce positive behaviour.
- Role-Play Scenarios:
- Facilitate role-playing exercises to practice straight talk in a low-stakes setting.
- Use real or hypothetical team situations to build confidence.
- Support Follow-Through:
- Encourage leaders to follow up after straight-talk conversations to ensure resolution and clarity.
- Recognize and appreciate team members who take the initiative to communicate directly.
With these and other measures in place, you can add tension into your culture in such a way that you empower leaders to foster trust and equip their teams to navigate conflict productively by giving clear steps and tools.
If you would like to discuss the concept of tension or how you can apply this to your team, please reach out to us at info@lighthouse9.ca
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