Managing conflict in the workplace is a critical skill: conflicts arise for various reasons, whether it’s due to different perspectives, communication breakdowns, or issues with specific tasks. In this article, you will learn some practical techniques to manage conflict in the workplace, step-by-step:
Before you can effectively manage conflict in the workplace, it’s important to identify the root cause of the issue. Start by observing the situation and gathering information from those involved, as well as any witnesses. Ask open-ended questions that encourage team members to share their perspectives, and listen actively to each person’s input.
By understanding the different viewpoints of the individuals involved, you’ll be better prepared to pinpoint the main source of conflict. Some common sources of workplace conflict include miscommunication, differences in values or priorities, resource allocation, and unmet expectations. Keep in mind that there may be multiple factors contributing to the conflict, or even underlying issues that need to be addressed.
Once you have identified the root cause(s), consider creating a list of the primary contributing factors to help guide your approach in resolving the issue. This list can help keep the discussion focused on the problem at hand, rather than on the individuals involved:
The goal is to work together with your team to address the conflict and find a solution that benefits everyone involved, and by first identifying the source of the conflict, you’re taking a critical step toward restoring harmony in the workplace.
There are 5 conflict management styles:
The competing style is characterized by high assertiveness and low cooperativeness. You may use this style when you prioritize your own needs and desires over others. This style can be beneficial in situations where quick decisions are necessary or in cases when standing up for your own rights is essential. However, be cautious, as overuse of this style may lead to strained relationships and conflict escalation.
When using the accommodating style, you prioritize cooperation over assertiveness and tend to sacrifice your own needs and desires to satisfy others. This approach can work well when building relationships or maintaining harmony is more important than achieving personal goals. However, overusing this style may result in feelings of resentment and undermining your self-esteem.
The avoiding style is characterized by low assertiveness and low cooperativeness. You may use this style when you prefer to sidestep conflict or postpone addressing issues. Avoiding can be useful when tensions are high and taking time can result in more productive conversations. However, consistently avoiding conflicts may lead to unresolved issues and mounting frustration.
This approach involves reaching a solution that partially satisfies both parties. Compromising is valuable when it’s essential to achieve a quick resolution or when both parties have equal power. However, reliance on this style may lead to suboptimal outcomes if parties give up important elements for the sake of agreement.
While compromising style is focused on a quick resolution, collaborating style takes more time. In this approach, you work jointly with the other party to find a solution that satisfies both sets of needs and desires. Collaborating is ideal when mutual commitment to a solution is critical, and both parties have complementary skills and resources. However, this style may not be practical in time-sensitive situations or when complete consensus is unnecessary.
26 Common Exit Interview Questions (with Answers)Each style has its own advantages and disadvantages (so consider them contextually), for example:
| Style | Pros | Cons |
|---|---|---|
| Competing | Quick decision-making, assertiveness | May result in damaged relationships |
| Collaborating | Leads to creative problem-solving, shared responsibility | Can be time-consuming, not suitable for all situations |
| Avoiding | Reduced stress from confrontation, tempers emotions | Issues go unresolved, potential for future escalation |
| Accommodating | Strengthens relationships, displays empathy | Might not get own needs met, can enable negative behavior |
| Compromising | Usually fair, quick resolution | May not meet all needs, can stifle creativity |
Recognize that each conflict management style has its own advantages and disadvantages, and no single style is superior in every situation. Consider the context, priorities, and the people involved; then choose the most appropriate approach:
Seeking clarification helps ensure that you fully understand the situation and prevents misunderstandings. To seek clarification:
Open-ended questions encourage meaningful discussion and can help uncover the root cause of a conflict. Instead of asking questions that can be answered with a simple “yes” or “no,” use open-ended questions like:
Put yourself in the other person’s shoes and try to understand their feelings and emotions. Acknowledge their point of view, even if you don’t necessarily agree with it. By displaying empathy, you enable a more open and honest conversation that promotes problem-solving and fosters mutual respect.
One approach to managing conflict is through collaborative problem-solving, which encourages team members to work together towards a mutually beneficial solution.
6 Components of People Analytics (and 19 Examples)For example, imagine two employees who have opposing views on how to handle a customer service issue. You, as their manager, can step in and encourage open communication between them. Ask each employee to voice their concerns and possible solutions. Once all ideas have been shared, work on finding a compromise both employees can agree on. This collaborative approach not only resolves the conflict but also fosters a healthy environment for future problem-solving and teamwork.
Another example of collaborative approach:
Consider a situation where a leader, in their first management position, oversees a team and notices a team member, Diana, with a low customer satisfaction score.
Rather than avoiding the issue or placing blame, the leader should initiate a constructive conversation with Diana. You can start by acknowledging her strengths, then explain the concerns regarding her customer satisfaction score, and invite her to share her perspective on the matter.
After understanding Diana’s viewpoint, you can work together to identify strategies for improvement, such as additional training, peer support, or regular check-ins. By addressing the issue directly, you not only resolve the conflict, but also provide crucial support and guidance for your team member’s growth and success.
Imagine you and your manager disagree on the recommendation for a client. In this situation, you might want to adapt a collaborative or accommodating approach. Start by finding a 30-minute block for the two of you to talk through the recommendation and try to reach a common ground. You can also explore the reasons behind each other’s perspectives and potential compromises.
Another example is when your team needs to present a unified front during negotiations with another group. It’s vital to negotiate differences and conflicts behind the scenes to avoid showing signs of weakness or disarray in front of the other team. Apply a collaborative negotiation style to foster productive long-term relationships and manage conflicts effectively.
Conflicts in personal relationships at work can be emotionally charged and damage productivity. Always consider the value of the relationship and the potential consequences of the conflict. For example, when discussing non-work related topics it is often more productive to choose a conflict management style that protects the relationship, such as accommodating or avoiding.
As you practice applying different conflict management styles in real-life scenarios, you will become better equipped to handle various conflicts and improve your relationships both personally and professionally.
Creating a positive environment is crucial for managing and preventing conflict in your workplace. By fostering a supportive and collaborative atmosphere, you can reduce tensions and promote healthy communication among your team members. Here are a few strategies to help create a positive work environment:
In order to promote a sense of unity and cooperation among your team, consider implementing strategies to encourage collaboration. This could include:
Trust is a cornerstone of a positive work environment. Here are some ways you can build trust within your team:
As trust builds among team members, they are more likely to approach conflicts with a problem-solving mindset and work to find mutually beneficial resolutions.
Emotional intelligence is key in understanding and managing feelings, both within ourselves and among others. Consider offering resources and training for your employees to develop their emotional intelligence. This can include:
With increased emotional intelligence, you and your colleagues will be better equipped to navigate conflicts, express emotions effectively, and empathize with the feelings of others.
When conflicts seem to be beyond resolution through usual communication channels, mediation or seeking third-party assistance can be a helpful strategy. Mediation involves an impartial person who facilitates a constructive dialogue between the conflicting parties to help them find a mutually acceptable solution. Here are some steps to follow when employing mediation in your workplace:
In some cases, mediation might not be sufficient to resolve the conflict, and you may need to seek external assistance. Legal professionals, industry-specific conflict resolution experts, or third-party organizations can be valuable resources in managing complex disputes.
In your journey to manage conflict in the workplace, it’s essential to recognize the inevitability of conflict and focus on establishing a positive, collaborative environment. Developing strong conflict management skills and applying effective strategies can help you and your team navigate challenging situations, leading to growth and improved communication. Remember to: