Conflict resolution in the workplace

Workplace conflict may be based on disagreements over work procedures, different needs and interests, clashes of personalities, or a range of other situations and circumstances that lead to confrontations between or among employees.

Management experts estimate that most supervisors and managers spend as much as a quarter or more of their valuable work time handling conflicts.

When you know how to effectively resolve workplace conflicts, you can save time and turn potentially destructive situations into positive, productive opportunities for growth and development within your work group.

Conflict is inevitable and normal

Conflicts can arise in any work environment. Whenever and wherever people work or live together, there are going to be occasional disagreements.

That’s because conflict is a normal part of human life. People have different personalities, points of view, ideas, needs, and so forth. Those differences sometimes clash and that leads to conflict.

It’s also important to realize that conflict is not necessarily destructive. It can be productive and lead to improved relationships or innovative ideas. It all depends on how you deal with it.

Gathering information about the conflict

When you are faced with a workplace conflict, before engaging the main participants, get the answers to these questions:

• Who is involved in the conflict? It might involve more team members than you think. It might involve people from different parts of the organization. Find out just how extensive the conflict is.
• What are the circumstances? Is there an underlying power struggle between departments? Is there a diversity issue underlying the conflict? Is a professional difference of opinion at the core of the disagreement?
• Why is this particular conflict occurring?
• Is there a policy that covers the situation? Organizational policies may help you resolve conflicts because they often address areas of potential conflict.

Conflict resolution process

Once you’ve answered those questions, it’s time to start the conflict resolution process.

Here is an eight-step process that you can use to resolve most types of workplace conflict:

1. Call a meeting with all the individuals involved in the conflict. Make sure you include everybody involved. If you leave anyone out, the conflict cannot be effectively and permanently resolved.
2. Establish discussion rules. For example, “The goal is to find a mutually acceptable solution.” Or “It’s OK to express thoughts and feelings openly as long as you are respectful of one another.”
3. Define the problem clearly in terms of needs. Each party to the conflict must have a full opportunity to define needs in terms the others can understand. This takes time and patience. The key to conflict resolution often comes when people recognize what they need, as distinct from what they would like.
4. Develop possible solutions that will meet the needs of both—or all— parties involved in the conflict. You may have to get the ball rolling by making suggestions of your own. But once employees are talking, let them offer their ideas. Show your openness to employees’ suggestions by practicing active listening and not evaluating ideas immediately.
5. Select a mutually beneficial solution from among those suggested. Remember, the best solution—a lasting solution—is one that meets the needs of each party as far as possible. Try not to impose a solution, but rather, guide the employees involved to make the best choice themselves.
6. Develop an action plan—who will do what, by when, and how to implement the resolution of the conflict. This is a vital step. Without it, conflict could easily flare up again.
7. Implement the plan and monitor the plan in action. Don’t just walk away thinking the plan will work. Verify to make sure it does.
8. Evaluate the conflict resolution process in general and the resolution of this conflict specifically. Did the process yield an effective, positive result? Were employees involved satisfied with the resolution? Will your efforts help to eliminate or at least minimize this type of conflict in the future?

Bottom line

Workplace conflict is inevitable and normal, but it doesn’t have to be destructive. Effective conflict management often relies on the ability to find common ground and build solutions from shared interests. Effective conflict management fosters a company culture of open dialogue and respect, where diverse perspectives are valued and contribute to a positive, productive environment.