family business conflict
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Posted by kitty on 04/09/2011 10:11 am » Last modified by kitty on 04/09/2011 10:12 am
Managing Conflict in a Family Business
Why is family business conflict so extreme, so intractable, and so difficult to manage? There are a wide range of conflict management tools, techniques and resources available, but these must be carefully chosen and applied to be effective. Often, conventional dispute resolution techniques, which seem logical and correct, have unfortunate outcomes when applied to family business conflicts.
Indeed, they may even make matters worse. The reasons and forces underlying the conflict must be well understood by the advisor so that he/she may be able to apply the appropriate conflict management approach in the proper sequence. In addition, it is crucial that the ongoing relationships among stakeholders be considered throughout the conflict management process.
Family business conflict is often more extreme than conflict in non-family businesses because for stakeholders in a family business, it is not simply about a ‘job’ or ‘shares’ or ‘money’. Management roles and ownership often strike to the heart of the stakeholder’s identity and needs. At the other end of the spectrum, stakeholders may perceive their role or ownership in the business as the ultimate safety net and without it, their future in terms of job and career is jeopardized. In either extreme, roles and ownership in a family business may not be as negotiable as they might otherwise be in a non-family enterprise.
Conflict in a family owned and managed business is also extremely difficult to manage because it is systemic in nature and is often not merely about individual, easily identifiable disputes. Moreover, the potential for conflict is inherent in family businesses due to the overlapping roles and systems involved–each with its own set of priorities, goals and resources. It is crucial in any approach to managing conflict in family business, therefore, that the advisor fully understand the complex business, family and ownership system that he or she is addressing.
Conflict in a family business includes disputes over economic interests, power and control, as well as issues concerning the relationships among stakeholders. Some families may be close and able to reach compromise, while others may not feel that their family is much of an interconnected economic and social entity. They may not be able to reach compromise easily.
1. Underlying reasons and triggers for conflict
To understand which approaches work best in managing family business conflict, it is important to first understand what causes conflict in these systems. There are generally very self evident reasons for conflict– differences over economic issues; related issues of power and control; clashes of personality and values; and, historical family impasses. These differences and clashes by themselves, however, may never actually escalate to significant conflict. Significant conflict must be triggered by another factor. That factor is power. When Power is exerted by one stakeholder over another in such a way that it is considered illegitimate or inappropriately used by the target, conflict can be triggered. Advisors to families must be alert to where power is held and how it is exerted in order to best manage conflict.
2. Approaches to Managing Conflict
Economic issues, and related issues of power and control, can often be addressed by conventional dispute resolution approaches. Direct negotiation and mediation are effective methods to achieve a mutually agreeable solution within defined parameters. Arbitration and litigation can also be used to force an outcome on the stakeholders– typically to the advantage of one over the other. Such use of a forced outcome can often exacerbate conflict. The relatively new practice of collaborative law may provide a useful and manageable compromise between litigation and mediation, as each stakeholder would have an advocate, but one which is precluded from serving if the conflict escalates to outright litigation.
Emotion laden issues, such as personality clashes, differences in values, and family history, however, do not respond to negotiation or litigation. More importantly, they cannot be ignored in a family business where the ongoing relationships matter. Attending to these relationship issues first is crucial because improved relationships, and relationship skills, may enable more effective negotiation and discourage brutal litigation.
In addition, evaluating the structure, policies and procedures regarding the business and ownership systems may reveal the need for structural improvements. The result can be better managed conflict.
A collaborative team of specialists (e.g. business consultants, mediators, coaches, trust and estate planners, accountants, and attorneys) can address the full range of issues underlying the conflict. They may range from helping individuals develop better communication skills to making structural improvements through organizational analysis, estate planning, and establishment of improved business practices and procedures.
3. Conclusion
Managing conflict in a family business often benefits from the use of a collaborative team which can understand and address all systemic issues. From conflicting business goals (e.g. compensation, title, authority, mission) to addressing old grudges and clashing values and personalities, different sources of conflict require different approaches and, often, different professionals. Business consultants, mediators, psychologists, trust, estate and contract attorneys, accountants, coaches and even litigators, may all be part of a team needed to successfully manage conflict in a family business. The timing of each intervention must be well planned and its impact on the important continuing family relationships needs to be well considered (Baumoel, 2010).
In my own opinion, I emphasise on three important things. First, the degree of centralisation of family business should be maintained at an appropriate level, which can utilise positive effects of task and process conflict while avoiding the negative impact of relationship conflict. Second, direct communication should be encouraged, which can gradually ease the conflicts and even completely remove it. There are many factors in family business that hinder the direct communication. For example, the content may be rather awkward. Another case in point is family members live together for a long time and they may think they understand each other well and don’t need to spend time on further communication. Therefore, family firms should create an atmosphere for face-to-face communication between family members. Third, the exit mechanism for the family members should be built. When the conflict can not be reconciled, the only calm way to solve the conflict is for someone to exit the business. However, due to a large cost, family members are generally reluctant to do so. Therefore, family firms must establish a viable exit mechanism, offering an appropriate compensation for family members who withdraw.
Baumoel, D. (2010). ‘Managing Conflict in a Family Business: An Introduction’. http://continuityfbc.com/blog/?p=1
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