How To Handle Conflict At Work

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Summary. Conflict is a part of every organization, though not all conflicts are created equal. Conflict can be a starting point for growth and change if it is managed properly. However, if improperly managed, conflict can quickly lead to a toxic work environment.

Whether a conflict is personal, structural, or values-based, there are some universal conflict resolution guidelines you should keep in mind.

As a mediator, it is your job to understand differing perspectives and guide both parties to a respectful resolution. Prevent harmful conflict by setting the standard for conduct and creating an environment where workers feel heard and respected.

If you find yourself in a conflict, de-escalation and collaboration are key. Don’t allow the issue to fester. Calmly and quickly address the issue using “I” statements that express your perspective without making assumptions about the other party.

Key Takeaways:

Conflict in the workplace can be based on interpersonal issues, disagreements on organizational decisions, or differing beliefs.
Deal with conflict as soon as it arises.
If you are engaged in a workplace conflict, express your perspective respectfully and look for areas of compromise. Consult a mediator if needed.
If you are mediating a conflict, remain impartial and follow up after a solution is implemented.

What Does Conflict at Work Look Like?

Conflict at work can take on many different forms and can arise from a variety of sources, ranging from simple misunderstandings to fundamental differences in values and beliefs. Ultimately, conflict at work in some form is inevitable, and finding ways to identify and work through it is key.

One of the most common types of workplace conflict is interpersonal conflict, which involves tensions and disagreements between individuals. This can manifest in many different ways, such as arguments, gossiping, passive-aggressive behavior, and even (in extreme cases) physical altercations.

Another common form of conflict is structural conflict, which arises from disagreements about how work should be organized and carried out.

For example, conflicts may arise between employees and management over issues such as workload distribution, performance metrics, and resource allocation. These conflicts often involve deep-seated differences in philosophy and approach to work.

Conflicts can also arise from differences in values and beliefs, such as disagreements about ethical issues, cultural norms, or personal values. For example, conflicts may arise between employees who have different religious beliefs or who come from different cultural backgrounds. Deeply held differences of perspective can lead to workplace conflict if not properly managed.

Let’s take a look at a specific conflict at work example to understand the issue further. Let’s say two employees disagree about a work assignment. One employee may feel that they are better qualified for the assignment and that the other employee is being given preferential treatment.

This can lead to resentment and tension between the two employees, as well as a sense of unfairness and injustice.

Another example might be a conflict between a manager and an employee who feels that they are not being adequately recognized for their contributions or that they are being unfairly criticized for their work. Conflicts between workers with different degrees of power and authority, such as the employee and manager, must be handled carefully to ensure workplace equity.

Overall, conflict at work can take many different forms and can be caused by a wide range of factors. While some conflicts can be resolved relatively easily, others may require more extensive interventions, such as mediation or arbitration.

Effective conflict management requires careful listening, empathy, and an ability to understand and navigate the complex dynamics that underlie workplace conflict.

Handling conflict at work can be a challenging task, but with the right approach, it can be resolved in a way that benefits everyone involved. Here are some tips on how to handle conflict at work if you find yourself engaged in one:

Address the issue promptly. The longer a conflict goes unresolved, the more difficult it can be to resolve. It’s important to address the issue as soon as possible before it becomes more complicated.
Listen carefully. When trying to resolve a conflict, it’s essential to listen carefully to each person’s perspective. Avoid interrupting or dismissing their concerns, as this can make the conflict worse. Instead, focus on understanding their point of view.
Stay calm. Conflict can be emotional, but it’s important to remain calm and composed during the discussion. This can help to de-escalate the situation and prevent it from getting out of hand.
Communicate clearly. Make sure to communicate your own concerns and needs clearly, using “I” statements instead of blaming or accusing language. This can help to keep the discussion focused on finding a solution rather than placing blame.
Look for common ground. Even when there are significant differences in perspectives, there may be areas of agreement or shared interests. Finding these areas of common ground can help to build rapport and move the conversation forward.
Brainstorm solutions. Once all parties have had a chance to share their perspectives, it’s time to start brainstorming solutions. Try to come up with multiple options and evaluate each one’s advantages and disadvantages.
Seek mediation. If the conflict is particularly challenging or emotionally charged, it may be helpful to bring in a neutral third party to help facilitate the discussion. This could be a human resources representative, a supervisor, or an external mediator.
Follow up. After a solution has been agreed upon, make sure to follow up to ensure that everyone is on the same page and that the agreed-upon solution is working. If necessary, make adjustments or modifications to the plan to ensure that it remains effective.

Conflict at work is a natural part of any workplace, but it doesn’t have to be destructive. By approaching conflicts with an open mind, clear communication, and a focus on finding common ground, conflicts can be turned into a positive force for change.

Top Tips for Managing Conflict in the Workplace

Managing conflict in the workplace is essential for maintaining a healthy and productive work environment. Managers and HR professionals are responsible for working through these conflicts to improve employee relations and organizational success. Here are some tips to keep in mind for managing day-to-day conflict resolution:

Communication is crucial. Encourage open communication between conflicting parties, allowing them to express their views and concerns in a safe and respectful environment. This can help them understand each other’s perspectives and reach a resolution that works for both parties.
Don’t take sides. It is important to remain impartial and hear out both sides of a conflict. As a mediator, your job is to facilitate a resolution, not to decide who’s right. Affirm and reflect on both perspectives before deciding on the best course of action.
Promote compromise and collaboration. Finding a solution that works for both parties can often be achieved through a compromise that takes into account each person’s needs and interests. Encourage both parties to discuss where they hold firm and where they are flexible in resolving an issue.
Proactively prevent conflict. As they say, an ounce of prevention is worth a pound of cure. The best way to manage conflicts is to lay the groundwork that prevents them from arising in the first place.

Establish clear guidelines for communication and behavior, and promote a culture of respect and understanding. Conflict resolution training can also be helpful in equipping employees with the skills they need to manage conflicts effectively.

When Does Conflict at Work Become a Toxic Work Environment?

Conflict at work is a common and even necessary occurrence, and it doesn’t necessarily mean that the work environment is toxic. However, when conflict is not managed appropriately, it can create a toxic work environment that can be harmful to employees and the organization.

If you are concerned about whether or not conflict is negatively affecting your organization, look for the following signs:

Ongoing conflict. If the same conflicts keep arising and are never resolved, it can create a toxic work environment. This can lead to employees feeling frustrated, stressed, and demoralized, and it can impact productivity and morale.
Personal attacks. Conflicts involving personal attacks, insults, and name-calling have no place in a healthy work environment. Personal attacks lead to feelings of resentment, anger, and hostility and should be dealt with quickly and appropriately. Ultimately, this kind of conflict makes it extremely difficult for employees to work together effectively.
Exclusion. If certain employees or groups of employees are excluded from discussions or decision-making processes, it can be a serious issue depending on the reasoning for exclusion. Exclusion impacts morale and can cause distrust and resentment. If the exclusion is discriminatory, this constitutes an ethical (and legal) violation of rights.
Lack of trust. In general, when there is a lack of trust between employees or between employees and management, organizations cannot function properly. People who work together need to have some level of trust and respect for one another.

In healthy work environments, workers understand that they are all working together towards a common goal.
Retaliation. When employees retaliate against one another, it creates a culture of fear and mistrust. When managers retaliate against employees, it destroys the integrity of an organization. Retaliation makes it difficult for employees to speak up or address issues out of fear that they will be punished for speaking up.

Overall, when conflict at work becomes chronic, involves personal attacks, leads to exclusion, undermines trust, and fosters retaliation, it can create a toxic work environment. It is essential for managers and HR professionals to intervene and address these issues proactively to ensure a healthy and productive work environment.

Workplace Conflict FAQ

What are the steps for handling workplace conflict?

The steps for handling workplace conflict are:
1. Identify the issue and parties involved
2. Gather information and perspectives
3. Encourage open communication and active listening
4. Explore potential solutions and compromise
5. Pick a solution that works for all parties or that is most equitable for the situation
6. Implement and monitor the solution to ensure its effectiveness
It is also important to preemptively establish clear guidelines and promote a culture of respect and understanding to prevent conflicts from arising in the first place.
When should workplace conflict resolution be escalated?

Workplace conflict resolution should be escalated when it cannot be effectively managed at the individual or team level. This may be the case when conflicts involve harassment, discrimination, safety concerns, or illegal activities.

Additionally, if conflicts continue to escalate or involve multiple parties, it may be necessary to involve higher-level managers, HR professionals, or external mediators to facilitate a resolution. It is important to address conflicts promptly and effectively to prevent them from negatively impacting the work environment and employee morale.
How do I prevent unhelpful conflict at work?

To prevent unhelpful conflict at work:

Establish clear guidelines for communication and behavior, promote a culture of respect and understanding, and encourage open communication and active listening. This can be achieved through conflict resolution training and regular communication between employees and management.

It is also important to address conflicts as soon as they arise, as unresolved conflicts can escalate quickly and lead to workplace dysfunction. By promoting a positive work environment and addressing conflicts proactively, you can create a workplace where employees can work together productively and achieve their goals.
How can I use conflict to strengthen my organization rather than weaken it?

To use conflict to strengthen your organization:

It is important to view conflicts as opportunities for growth and improvement rather than problems to be avoided. This can be achieved by first seeking to understand the underlying causes of conflicts and then using this understanding to shape organizational procedures.

By addressing conflicts proactively and effectively, you can identify areas for improvement and implement changes that strengthen your organization. Additionally, by involving employees in the conflict resolution process, you can build a stronger and more cohesive team that is better equipped to handle future conflicts.

References

Employee Engagement

Author

Lilly Chesser

How To Handle Conflict At Work

What Does Conflict at Work Look Like?