Perception conflict is a fairly basic concept that is taught in corporate workshops and other conflict resolution education.  Conflict can cause stress, a decrease in productivity, and worst of all, legal issues.  Though there will always be differences, first step in any conflict resolution is to determine where the differences actually lie and compare that to where they are perceived to lie.

Take for example, a State of the Union Address by the President of the United States.  The President, a Democrat, gives his speech.  As usual in every State of the Union Address, the audience stands and applauds for much of the speech where only half, the opposing party, stays quiet and seated for the rest.

A poll is taken from each party.  The Democrats, when asked, rate the speech a six out of ten–they felt the President made too many concessions.  When the Democrats are asked how Republicans would rate the speech, they estimate two out of ten.

The Republicans are asked the same questions and rate the speech four out of ten–they agreed with some of the talking points, but it was still too much to the left.  When asked about how they estimate Democrats would rate the speech, they estimate eight out of ten.

Here you have all Democrats religiously standing up in ovation at every pause and the Republicans staying seated.  This perception makes it seem each party is completely polarized where in reality, the actual difference is much smaller.

In this example, the perceived conflict is two to eight (a difference of six) whereas the actual conflict is between four to six (a difference of four).

Application to Your Business

Resolving conflicts is a part of risk management in any business.  You possibly may have conflicts with and within your employees, partners, customers, or other vendors.  Most of these conflicts do not lead to legal action, but you must treat every conflict as a potential liability.  Understanding the perception of the conflict and if the actual conflict differ may be a huge first step in resolving the dispute.

Perception conflicts often occur where there is a lack of communication and expectations.  For example, you and your partner are running a businesses and it was your understanding that you would be providing the capital and your partner the labor.  It has been years since you have each discussed this and your partner is getting upset that you do not do any work yet you get to take half the money home, where you are upset that you have brought all this money to the table and your partner is riding of your coat tails.  There is an obvious conflict that seems that could be easily avoided had these agreements been clear from the start and expectations were put in writing.  A warped perception of conflict occurs where these two parties continue their path without properly communicating and each party entrench themselves in their position.

Your Goal: Achieve one of the first steps in resolving the conflict by identifying the difference between perceived conflict and the actual conflict.