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Dealing with Conflict When Crisis Strikes – Thoughts from the Baltimore City Riots

emergencyprepchecklistI am writing this week’s blog post with a heavy heart. I was born and raised in Maryland, and I have been a resident of Baltimore City for the past four years. The events that occurred over the course of these past couple of weeks; starting with the arrest and then the death of Freddie Grey, is nothing short of tragic. As a student graduating in less than two weeks, with my Masters in Negotiation and Conflict Management from the University of Baltimore, these events have been eye opening to the deep-seated conflicts that exists not only in Baltimore City, but also throughout the United States. As a society, my hope is that we will do better, see the error in our ways, and make the necessary changes needed to progress forward.

Conflict will likely occur when multiple actors are involved in dealing with crisis incidents. In Baltimore, a number of businesses, large and small, were casualties of the riots. Companies must be organized so that owners and employees know what to do, where to go, who to report to, and what they are permitted to do to ensure safety, during times of crisis. If not, escalating conflict will occur causing confusion, possible injury, lack of timely response, and finger pointing when things don’t go well. Christine Pearson suggests in her article “A Blueprint for Crisis Management”, “The best firms … recognize that taking deliberate steps to prepare for the unforeseen can pay off handsomely.”

If a business does not formulate an approach to managing a crisis smoothly, conflict could arise between owners, employees, and external influences and the consequences could be potentially damaging.

So what can business owners and employees do to ensure these damaging consequences do not occur in the midst of a crisis?

Diana Pisciotta a contributor to Inc.com suggests, “One of the best outcomes of thinking about a crisis before it happens is the chance to consider your company’s strategy without the pressure of news choppers hovering over your facility.” Before a crisis occurs it is important to have an emergency plan in place so that all parties involved know what could be the worst outcomes, who to report to and receive directives from, and what is the plan moving forward. Effective communication of a crisis plan could clear up misunderstandings of authority and the tasks for which each person is responsible.

Clark Communications a virtual public relations agency recommends, “Communicate quickly and accurately – Positive, assertive communication focuses attention on the most important aspects of the problem and moves the entire process forward to resolution, even in an adverse environment or with an antagonistic news media.” In a crisis, especially now in the digital era, information whether accurate or not, is streamed to a global audience in an instant. Those in leadership roles need to communicate to their employees the facts they have received in a timely fashion, or they risk inaccurate information being received or heard. In a crisis, this could be detrimental.

Christine Pearson warns, “Once notified that a crisis has broken out, the best an organization can hope for is effective assistance from those within and outside the organization.” If a business does not have positive relationships formed both internally and externally, when a crisis occurs an owner cannot assume their employees and stakeholders will be there is assist once the dust settles. A business owner must build these relationships up to ensure assistance once a calamity occurs.

Finally, personality conflicts occur when a mix of different cultures, race, beliefs, attitudes, and work styles come together in one place. Royale Scuderi from Lifehack emphasizes, “Personality conflicts can be one of the biggest challenges in the workplace. Conflicts can usually be diffused by acceptance, understanding, appropriate action, and professionalism.” In times of crisis, it’s imperative that business owners and employees, put their differences assign and focus on the task at hand. It is important to recognize that they are all working towards the same goal.

Abigail Clark

Graduate Student, University of Baltimore –

Negotiation and Conflict Management Program

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Being open-minded after I do – A discussion and tips on the blending of an intercultural relationship

blogIn six months, I will be getting married and one of the Pastor’s requirements was to meet with him and discuss how we plan to handle certain topics such as money, parenting, and marital expectations. The meeting was fairly easy as my fiancé and I share similar views and values on most of the topics covered. The other day at school, I was speaking to a friend who is also getting married around the same time as me, to a man from a completely different religious background. My friend is Catholic and her fiancé is Hindu. She will be blending two different religions into one household; I couldn’t help but think to myself how challenging that must be for a couple. Religion is one of those dinner party topics you are supposed to avoid because of the conflicts that often arise when they are discussed. However, a couple that is about to get married does not have the luxury of avoiding such topics. I began to research the challenges intercultural marriages face, and the majority of the information I found discussed the ability to learn, understand, accept, and adjust to one another’s cultures.

In an article found on Marriage Missions International, initially written in Steve and Mary Prokopchak’s book, Called Together, they first caution intercultural couples to “Know each other’s culture.” Intercultural couples must have an understanding of one another’s culture, beliefs and values, as these are part of what makes up a person’s identity. A lack of understanding has the potential to raise fierce conflicts later on in marriage.

Herbert G. Lingren, an Extension Family Life Specialist, warns a value conflict may occur if, “two people have different attitudes, beliefs, and expectations. These differences may interfere in making decisions if we are inflexible and hold rigid, dogmatic beliefs about the ‘right way’ to do things.” Communicating, understanding, keeping an open mind, and respecting one another’s beliefs and customs can alleviate a lot of the disagreements an intercultural couple faces.

In an article originally published in the Washington Post, Rebecca R. Kahlenberg, a freelance writer, suggests “Negotiate and renegotiate dicey issues. Ideally, the time to discuss and make agreements about intercultural topics is before the wedding. What are each of your commitment levels to your culture?” Prior to getting married it is imperative that an intercultural couple discusses in detail what cultural expectations each has and how they will address differences as they arise.

Lastly, Steve and Mary Prokopchak encourage “Accepting and appreciating as many of the differences as you can will serve to enhance the marriage relationship. This experience is not to be viewed as all negative. The differences are something to embrace and value in one another.” While the blending of two different cultures may seem challenging at times, the positive outweighs the negative when looking at the big picture. An intercultural couple learns to be more open-minded and tolerant towards other people’s values and beliefs. If the couple then chooses to have kids, their kids will also grow to be more tolerant and open minded, which in today’s society is absolutely needed to make the world a better place.

My aforementioned friend said that despite the challenges she and her fiancé have and will face, she has come to love and appreciate Hindu customs. She said she looks most forward to kids and sharing with them all of the wonderful elements that both religions have to offer.

 

Abigail Clark

Graduate Student, University of Baltimore –

Negotiation and Conflict Management Program

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