Conflict is normal, unavoidable, healthy. Colleagues will disagree. Let’s look at a few divergences in how Germans and Americans resolve conflict:
Escalation
Germans view conflicts as fundamentally negative and discomforting. Escalating conflict should only be an option of last resort. And since effective leadership is expected to anticipate and prevent conflicts within their organization, those conflicts which have become known are a sign of leadership failure.
In the American context conflicts of interest are a fact of life. Escalation is not only often necessary, the individual has a fundamental right to seek resolution, to „have his day in court.“ A third party – almost without exception the next management level – is called upon to judge. In fact, effective leadership is defined, among other things, by its ability to resolve conflict.
Hearing
Germans will avoid an open hearing at almost all costs. The airing of grievances ﹣ argument vs. counter-argument in front of the next level of management﹣only increases tension, making resolution more difficult. Instead, the conflict resolver interviews each party separately and on a one-on-one basis.
Americans expect a fair hearing. The process of justice begins when the conflict parties, in the presence of each other, make their case before the judge. In the American culture self-defense is only possible when one knows what the other side is accusing them of. A hearing almost always takes place.
Evidence
A German manager who has been asked to resolve a conflict is more mediator than judge. And mediation in Germany means gathering and analyzing the facts only. Subjective input provided by others affected by the dispute, carry far less weight.
An American manager asked to resolve a conflicts sees himself more as judge than mediator. Both facts and witness testimony will be considered in her deliberations. Both are legitimate forms of evidence.
Speed
Germans avoid making hasty decisions at all costs. A German manager is expected to work through the mediation process carefully. An optimal resolution which demands time, is better than a suboptimal resolution arrived at quickly.
Americans become impatient if too much time is required to resolve a conflict. Festering conflicts are disruptive for any team. A suboptimal, but prompt resolution, is often better than an optimal, but late one.
Acceptance
Germans feel uncomfortable not only with resolutions dictated from above, but also with those which result in a clear winner and loser. Germans believe that a resolution is effective and durable only if the parties involved freely accept it. Losers seldom freely accept the outcome.
Americans escalate disputes. They expect an authority-driven resolution process. A true and lasting resolution is attainable only when a clear decision is made. Americans have less of a problem with one party winning and the other losing. „You win some, you lose some.“ Just move on.
