The Moment: Conflict Between Departments

Dear Anne Marie: I work in marketing and my results depend on first-rate teamwork with both the sales and the engineering departments. My job is to gauge the market and drive the right product at the right time to the right people. The problem? The sales team berates engineering for not building products fast enough and for not adding the exact feature that will close a deal with their latest customer. Engineering insists that they know the product best and can decide which feature set makes the most sense. We are missing deadlines and losing money. How can I do my job with all this conflict?
   — Susan N.

Dear Susan: You are a strategic thinker, able to hold multiple perspectives at the same time. Your ability to be open to diverse points of view is your greatest asset in this situation. Applaud yourself for understanding that customer satisfaction and the resulting long-term success of the organization are the highest priorities.

Managing The Moment

The "Moment to Manage" is your feeling of helplessness and anger. Helplessness (because you can't control your colleagues) and anger (because you can't perform at your best) are a potent combination. It's a witch's brew, guaranteed to produce wonky thoughts, dubious decisions and confusing communication. Get off the "I'm powerless and I'm mad" merry-go-round; your sanity, your performance and your position as a leader in the organization depend on it.

The Game Plan

First, do what you were hired to do – your job! Getting caught between two hostile departments is a big waste of time, and the first casualty will be your productivity. Keep your focus on the variables over which you have control.

Second, plan each day in advance. Prioritize your work and create project plans with timelines; use these lists to create daily plans. By tracking your productivity you will prevent your performance from being a victim of the office conflict.

Third, refuse to engage in nonproductive conversations. Nonproductive conversations are about people and problems; productive conversations are about process and solutions. Learn the difference and stay focused on solutions.

Fourth, don't go it alone. Ask your boss to help you build your leadership skills. Your job requires ongoing cooperation and partnership with other departments, so it is essential that you (and the team) get the skills needed to solve your own conflicts. Differences and disagreements are inevitable; conflict isn't.

Finally, keep things in perspective. When work is difficult it is easy to experience your whole life as difficult (instead of just your job). As you leave your office each day, immediately shift your focus to your family and friends and visualize yourself being relaxed and laughing. By taking a real time out you will get the break and the clarity you need.