HR in Out of Home
Handling Conflict in the OOH Industry: Tips for Success
by Janea S. McDonald, PhD, PHR, SHRM-CP
janea@edgehrconsulting.com www.edgehrconsulting.com
Conflict is a reality in any workplace, and the OOH industry is no exception. Whether it’s a disagreement with a colleague, a misunderstanding with a client, or tension with a vendor, conflicts can arise from all directions. The good news is that handling these conflicts effectively doesn’t have to be daunting. Here’s how you can navigate those situations and keep your work relationships strong.
Acknowledge the Conflict – The first step to handling conflict is recognizing its existence. It’s tempting to ignore a problem and hope it goes away, but this approach often leads to bigger issues. If you sense tension, address it early. A simple “I feel like there’s something we need to discuss” can open the door to a constructive conversation.
Stay Calm and Objective – Emotions can run high when deadlines are looming and clients are demanding. But responding with frustration or anger will likely escalate the conflict rather than resolve it. Take a deep breath and approach the situation calmly. Focus on the facts, not the feelings. Instead of saying, “You always undermine my decisions,” try, “I noticed that in the last meeting, my suggestions were overlooked. Can we talk about that?”
Listen Actively – Collaboration is key, and good collaboration starts with active listening. When someone shares their perspective, listen to understand, not to respond. Give them your full attention and try to see things from their point of view. Ask open-ended questions like, “Can you tell me more about why you think that?” or “What concerns do you have about this approach?” This not only shows respect but also helps uncover the root cause of the conflict. (Full article on effective listening coming soon!)
Focus on Solutions, Not Blame – It’s easy to fall into the trap of blaming others, but that rarely leads to a resolution. Instead, shift the focus from who’s at fault to how the conflict can be resolved. The key is to find a way forward. Ask, “What can we do to fix this?” or “How can we move past this to meet our goals?”
Know When to Involve a Mediator – Sometimes, conflicts are too complex to handle alone. If you’ve tried resolving the issue but are still at an impasse, don’t hesitate to involve a neutral third party, like a manager or HR professional. They can provide an objective perspective and help facilitate a resolution that works for everyone.
Learn and Move On – Once a conflict is resolved, take a moment to reflect on what happened. What could have been handled differently? What did you learn from the experience? Use this as an opportunity for growth. Remember, conflict is not inherently negative. It can lead to better understanding, improved processes, and stronger relationships if handled well.
Handling conflict in the OOH industry is all about communication, empathy, and a willingness to find common ground. By staying calm, listening actively, and focusing on solutions, you can turn conflicts into opportunities for growth and stronger collaboration. Be mindful of your tone of voice and approach. Either, executed poorly, could lead to more conflict, instead of less. When a conflict arises, remember these tips and tackle it head-on.
Need more help with conflict resolution? Let me know! Have questions? Contact me for help with your HR-related issues! Does your organization need leadership development? I can help.
Contact Janea at janea@edgehrconsulting.com. Visit www.edgehrconsulting.com
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This was a great article, I really like the perspective that you should respond with facts and not feelings, “Focus on the facts, not the feelings.” Often times this can be overlooked when folk are upset, but it’s always good to center yourself and respond with facts and not emotions as the article mentions. I also enjoyed the “Learn and Move On – Once a conflict is resolved, take a moment to reflect on what happened. What could have been handled differently?” Loved it!