How to Triangulate Conflict
We've all been there at one time or another: someone at work complains to you about another co-worker. When three people are involved like this, it's called triangulation. It can fail catastrophically, as two of the three people will remain in contact, leaving the third person out in the cold. For all parties involved, it's seriously distracting and can lead to poor work performance and tension among everyone involved.
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Instructions
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Decline any participation when approached by a potential "triangulator." This type of situation might occur if one of your co-workers decides to go over someone's head and speak to his or her supervisor about work- or performance-related issues rather than speaking directly to the colleague. If declined effectively, the conflict will never arise.
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Arrange a joint meeting if initial decline was unsuccessful. If you possess the skills to mediate, feel free to do so during said joint meeting. When you communicate with only two of the three people within the conflict, you're creating "the telephone effect." Rick Brenner, author of "The Triangulation Zone" for Chaco Canyon Consulting, says that this "telephone effect" is one of the pitfalls within triangulation, as the partner in conflict is rarely present to refute the claims.
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Offer to find a mediator if your mediating skills leave something to be desired. Bringing in someone from an outside agency might be pricey, but if the conflict is resolved in a timely fashion, it will be worth the cost. Your place of employment might even have such a person on staff or on retainer for your use.
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Tips & Warnings
Rick Brenner, a consultant for Chaco Canyon Consulting, offers his advice on triangulation: "Avoid listening to one side privately, as it compromises your neutrality, making you less useful as a mediator. Pondering your options, you might be tempted to let it 'resolve itself.' Whatever the cost of resolving the problem proactively, the price is bound to be higher if you let it fester. When it comes to resolving a triangulation, doing nothing is the most expensive strategy."
References
- Photo Credit triangle image by Alex White from Fotolia.com
