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Change management processes should always end with an evaluation, and in situations where conflict is high, this is no exception. The presence of conflict is not always an inherently bad thing, and it is important to analyze to determine the success of the change and conflict resolution strategies applied along the way, and inform how others could be used in the future: “When conflict results in a ‘healthy and vigorous challenge of ideas, beliefs, and assumptions,’ conflict can transform a good organizational design process into a better one” (Patton, 2018).
On the other hand, conflict and resistance are a circular process, whereby unresolved conflict as a result of one change process can contribute to future resistance and conflict. The higher the complexity of change and its divergence from personal values and interests of staff, which can change over time as change is conducted, the greater any unresolved conflict might impact change downstream (Raza & Standing, 2011).
Figure 1. The Resistance-Conflict Loop (Raza & Standing, 2011).
Positive transformation is supported by reflecting on the change and, “becoming conscious of, analyzing, evaluating, questioning and criticizing experiences, assumptions, beliefs or emotions” (Hilden & Tikkamäki, 2013). To determine if change was successful, leaders should seek feedback directly from those involved in the conflicts, evaluate it and reflect on its implications, and most importantly, take follow-up action (Overton & Lowry, 2013).
As a leader, our past experiences and failures inform our future strategies and actions, as taking evaluation processes seriously is to our own benefit but also to the broader organization, its objectives, and the wellbeing of staff and relationships between them. Both positive and negative outcomes might have emerged which are worthy to consider in evaluating the success or failure of conflict management strategies throughout the change process, which will impact future initiatives, resistance, and conflict.
Table 1
Positive Versus Negative Outcomes of Conflict
Note. Adapted from “A systematic approach to effective conflict management for program” by N. Wang and G. Wu, 2020. SAGE Open, 10(1), 1-15.
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