Conflict in the Workplace Costs Billions


A 2008 study conducted by CPP, Inc., a provider of research, training and organizational development tools based in Mountain View, California, found that "U.S. companies spend more than 2.8 hours per week addressing workplace conflict, which equates to approximately $359 billion in paid hours."

"These figures should be a wake-up call to industry leaders," said Jeff Hayes, CEO of CPP Inc. "Companies are losing billions of dollars because of poorly managed conflict, and we expect that figure to grow in a down economy as stress and workload -- two of the biggest causes of conflict -- rise."

As long as humans are running organizations, conflict between people will occur. That‚'s inevitable. What isn't is the organization's ability to deal with it effectively by training managers to recognize how they and their employees react in conflict situations.

The CPP, Inc. study also uncovered a significant variance between managers' appraisal of their own ability to manage conflict and the observations of the employees under them. Nearly one-third (31 percent) of managers felt that they're skilled at dealing with conflict. However, only slightly more than one-fifth of employees (22 percent) said that their managers deal with conflict well.

"This research clearly shows the astounding amount of workplace debate, disagreement, and negotiation that take place in business," said Josh Bersin, president and CEO of Bersin & Associates, an analyst firm in enterprise learning and talent management. "If high performing business and human resource leaders are to turn conflict into positive business change, they must take the time to coach and train their employees to effectively deal with differences of opinion, style, and points of view."

One assessment tool that demonstrates how an individual reacts to conflict situations and in turn teaches them how to deal with them is The Conflict Lens.


Dealing with conflict....made easy.

The Conflict LensTM is an on-line instrument, a model and a process for helping people develop better communication strategies for managing conflict. Available in 19 languages it has been used in North and South America, Eastern and Western Europe, Australia, Asia, and the Middle East.