Managing Conflict in the Workplace
Conflict happens in every part of life, including at work, and it can be quite stressful. However, when dealt with successfully, conflict can highlight areas that need improvement, help create stronger relationships among co-workers, and strengthen your organization’s goals.
To ensure your company deals with conflict effectively, here are some helpful tips:
Is it bullying?
Determine if the conflict is a case of bullying or harassment. If so, follow your company’s policy to respond appropriately. If you are unsure, refer to WorkSafe BC’s Bullying and Harassment Resource Tool kit.
Address it immediately
Dealing with the problem quickly can stop it from getting worse and damaging relationships even more. This requires your time and attention. If staff cannot fix an issue by themselves, remember that it takes courage to turn to leadership for help. Whenever possible, listen attentively and show appreciation for an employee’s desire to solve the problem. By prioritizing conflict resolution, management demonstrates the importance of harmony in the workplace and helps employees become better at handling conflict in the future.
Create a safe space to talk
If the issue requires a resolution meeting, find a private space so everyone can talk openly and honestly. Explain clearly who will speak when, how long the meeting will last, and what you hope to achieve. Encourage the participants to contribute to the guidelines. For example, will the content be confidential? Is there agreement to speak one at a time? Don’t proceed until an agenda has been set and participants understand the procedure and purpose of the meeting. Set a positive by admitting that these conversations can be challenging, but you believe they can lead to a good outcome – the discomfort is worth it. Remind participants of your organization’s values.
Stay neutral and un-biased
Leading conversations about disagreements means staying neutral. Try to avoid taking sides. Listen to everyone’s perspective, make sure everyone gets a chance to speak, and acknowledge feelings. By staying neutral, you help keep the conversation fair and calm. This way, people can work towards finding a solution together.
Your role is to listen to everyone and ask questions, but don’t share your own opinions. Practice active listening and pay attention to your body language. Speak in a calm voice and repeat back what you hear in your own words. Be curious by asking questions like, “Could it be that…?” or “I wonder if…?” Encourage people to use “I statements” when they talk about their concerns. This language is less confrontational and more cooperative.
Identify the root of the problem
Sometimes, what appears to be the point of contention between staff is not the actual source of the conflict. Ask open-ended questions and focus on the events and behaviours, not on an individual’s beliefs or values. Common reasons for workplace conflicts include unclear job duties, a desire for recognition, poor communication, and having different priorities or goals.
Personality clashes are another particularly challenging source of tension and discord. In these situations, try to establish an understanding that everyone has some positive traits. There is something to celebrate about all staff members’ contributions to the workplace. There are also areas in which we can all improve. When management expresses the belief that every employee has strengths and weaknesses, a pathway opens allowing for the acknowledgment that no one is perfect. We are more likely to consider other perspectives and accept responsibility for wrongdoing in an atmosphere promoting growth and ongoing development.
Consider organizing a fun personality traits exercise. There are simple quizzes and games available online that help coworkers identify their dominant and less dominant personality traits. Understanding that people act in in certain ways because of their personality, and not because they are disappointed, angry, or judgmental, can help reduce stress and misunderstandings at work.
Work together to find a solution
After agreeing on what caused the conflict, ask for ideas about how to lessen its impact. Try to keep an open mind and validate participant efforts. Continue to ensure all parties have time to speak and be heard. Identify a few key changes or suggestions and check that everyone knows what the next steps are. Write down these points, clearly stating what each person is responsible for. Set a date for everyone to meet again to see how things are going. It’s important to follow up as it may be necessary to revisit the plan if things are not improving.
Recognize when it’s time for an outside mediator
If a conflict escalates and you’re not able to find a resolution using internal resources, consider hiring an outside mediator. Although it might cost more at first, a good mediator can provide helpful advice and a fresh viewpoint that can lead to long-term benefits.
Resources
WorkSafe BC Bullying and Harassment Toolkit: https://www.worksafebc.com/en/resources/health-safety/information-sheets/how-to-recognize?lang=en
Active Listening (Mind Tools): https://www.mindtools.com/az4wxv7/active-listening
I Statements: How & When to Use Them (Social Self) https://socialself.com/blog/i-statements/
Free Myers Briggs personality test (Personality at Work): https://personalityatwork.co/free-personality-test
Sources
Lattice, A Comprehensive Guide to Managing Conflict in the Workplace, July 30, 2024
https://lattice.com/library/a-comprehensive-guide-to-managing-conflict-in-the-workplace
Pollack Peacebuilding Systems, Best Ways to Resolve Personality Clashes Among Employees, July 30, 2024 https://pollackpeacebuilding.com/blog/how-to-resolve-personality-clashes-among-employees/