It’s important to address any conflict in the workplace as soon as possible and with as little pain as possible. Conflict resolution in the workplace can lead to greater efficiency and goal achievement when tackled at the root.
If workplace conflict is not resolved in the correct manner it can lead to:
- Unhappy employees
- Work disruptions
- Decrease in productivity
- Higher levels of absenteeism
- Higher turnover
- Probable project failure
- Termination
This article will help you to better understand conflict in the workplace and where it comes from. It will also show the important role of communication in workplace conflict resolution.
And finally, I’ll provide some tips to mitigate conflict in the workplace and strategies that you can use to resolve conflict when they arise.
Understanding Workplace Conflict
According to Atlas Staffing, there are 6 common workplace conflict forms, namely Interdependence / Task-Based conflicts, Leadership, Work style, Personality-based, Discrimination and Creative idea conflicts.
Interdependence / Task-Based
Disagreements may arise when individuals in an interdependent team have to coordinate their tasks in such a way that everyone can successfully complete their specific task.
The solution is to delegate tasks more effectively. Communication in such situations is crucial. The importance of responsibility and accountability should be communicated to each member of the interdependence team.
Leadership
Each leader equips different leadership styles suited to their own beliefs and personalities. Consequently, everyone also reacts differently to each leadership style.
Leaders should learn to earn respect rather than demand it. They should also accept that they too have to show respect toward their co-workers who are lower on the ranks.
Also, leaders should be aware of their own leadership styles and how this may have an effect on others. If something isn’t working, they should make the necessary adjustments to their own style rather than blaming it on others.
Work Style
As with leadership, there are also different work styles. While some enjoy working alone others prefer working in groups. Some may require external input to get the task done while others need no extra help.
Learn to accept when you’re tasked to do something you don’t necessarily like. Perhaps you don’t do well in groups, but that’s not the group’s fault. Show respect for others and learn to accept things when they aren’t going your way.
Personality-Based
The differences keep on coming. No two people are the same and no one will ever get along with everyone they ever meet or have to work with.
What’s important to remember is that perception is not always reality. We may perceive someone as being rude or a jerk, but that may not be who they really are.
Having some understanding for someone else’s situation can be an aha experience. Show some empathy and when someone is having an off day, why not ask them what’s bothering. Perhaps all they needed was to blow off some steam?
Discrimination
Discriminating based on age, gender, race, ethnicity, cultural background etc. is largely seen as a serious offence inside and outside of the workplace. However, when discrimination happens in the workplace HR usually gets involved.
Companies can tackle this problem before it arises by:
- Placing emphasis on open-mindedness
- Acceptance of each other and
- Understanding of others’ backgrounds, genders etc.
Creative Idea
This type of conflict usually arises during brainstorming activities where either party thinks their idea is superior to the other’s.
This can be resolved when the parties involved can find a compromise which could produce a better outcome. Individuals should always understand and recognize that others have ideas too and should be allowed to voice their opinions.
The consequences of leaving conflict unresolved in the workplace can have devastating effects. It can have an impact on workplace morale, productivity and company culture.
No one wants to work in a toxic environment where the atmosphere is tense and everyone is uncomfortable. This results in people not wanting to be at work leading to:
- High staff turnover
- Less days in the office
- Poor job performance
The Role of Communication in Workplace Conflict Resolution
According to the Army & Navy Academy conflict mostly arises due to poor communication, plan incompatibility, disputes over roles and competition for scarce resources.
Communication is also the only tool required for the resolution of conflict in the workplace. But when used incorrectly it can escalate existing conflict.
By equipping yourself with effective communication skills you’ll be able to get to the root cause of the conflict. This means:
- Being able to actively listen to others
- Using effective verbal and non-verbal communication
The Crisis Prevention Institute gives the following tips for de-escalating conflict:
- Be non-judgmental and empathic. Whether or not you agree with what someone else is feeling, those feelings are real for that person. Pay attention to those feelings and don’t judge them for it.
- Be respectful of others’ personal space. Allowing them their needed space will decrease their anxiety and may prevent the situation form worsening.
- Be aware of your body language. The more someone loses the control, the less focused they are on words. Ensure you have complete control over your body, face and tone of voice.
- Avoid over-reacting. It may seem like an impossible task in the moment, but try and remain calm, rational and professional. You may not have control over the other individual but you do have control over your own behavior. How you react may either escalate or diffuse the situation. Choose wisely.
- Make use of silence for reflection. When used correctly, silence can be a very powerful communication tool.
- Set clear boundaries. If you find someone else’s behavior defensive, disruptive or belligerent, set clear and simple enforceable boundaries.
Strategies for Workplace Conflict Resolution
Conflict in the workplace can be a great source of pain and frustration. It’s different from conflict with family, friends or loved ones. A lot of the same principles apply, however in a workplace the individual is limited with their reactions and words.
Being limited may cause higher rates of anxiety between individuals and a lot more frustration. When caught up in conflict at work we seem to forget how to think clearly and control our reactions.
Below are 7 helpful tips on how to manage conflict in the workplace.
Acknowledge and Define the Conflict
Being able to define the cause of the problem will help with understanding how it came to grow in the first place. It’s important to discuss which needs are not being met with both parties.
Obtain as much information on the issue as possible. This can be done by asking open-ended questions. This can ensure that both parties also understand the main issue.
Foster Open and Honest Communication
It’s important to find a place that is safe and private to talk. This will put the parties at ease and more likely to talk openly about the situation.
It would be best to not pick a location that is more familiar to either of the parties. Make sure you won’t be interrupted, it’s quiet and comfortable.
Actively Listen
Remember to listen to understand rather than listening to react or respond. Try not to interrupt either of the parties as they give their recount of the situation.
Remember to set ground rules when necessary and treat both parties as equally important. Each tend to think they are in the right.
Gather Information and Perspectives
As an HR representative, you have to do your due diligence by investigating the situation as properly as possible. Make use of all the resources available to you before coming to a conclusion.
Do not go into this with a biased mind. This will lead to you only looking at things that affirms your bias and missing clues that are against it.
Reach a Mutually Acceptable Agreement
The main purpose of conflict resolution is not only to resolve the conflict but to ensure it doesn’t become in problem in the future.
After following the previous steps, sit down with both parties and brainstorm ideas that would be beneficial to both parties and the company.
Identify Common Goals and Interests
Now that everyone has agreed to the best solution it is time to determine each individual’s responsibilities in the resolution.
Remember to emphasize that both parties ultimately have the same goals in mind. They need to find common ground and decide on their responsibilities forward to avoid conflict in the future.
Check In
HR Cloud calls this “Evaluate how things are going and decide preventative strategies for the future”. However, checking in sounds more personal. Individuals need to feel like they’ve been heard and understood.
Constantly handing out more demands and being evaluated may make them feel less-than. Therefore, checking in with them to see how things are going will likely result in an honest answer.
This will be an indicator whether the problem is finally resolved or if there are still underlying problems that need to be addressed.
Building a Conflict-Resilient Workplace Culture
A conflict resilient workplace does not solely focus on formal dispute processes alone. Rather, they emphasize positive relationships and strong communication. This results in early conflict management by people directly involved and with the most appropriate response.
An integrated conflict management model will identify the root causes and symptoms of the problem. This information is then shared to bring about the necessary changes.
It makes use of alternative dispute resolution methods with the focus on preservation of workplace relationships. It addresses the needs and interests of the parties rather than their rights. Simultaneously, it encourages self-resolution by incorporating training and awareness raising.
However, certain situations are serious and require a proper, structured and formal grievance process. Organizations have a legal requirement to have a formal grievance process and procedure.
Therefore, a conflict-resilient workplace makes use of a formal grievance process when necessary. However, through conflict prevention and early-resolution an escalation to formal processes can be prevented.
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