How To Manage Conflict In The Workplace

WHAT IS WORKPLACE CONFLICT? 

Workplace conflict occurs when disagreements escalate between individuals or groups within a professional environment. Tensions can rise due to different opinions, communication styles or expectations. While it’s normal to have disagreements, conflict that is left unresolved can begin to escalate and result in arguments and complaints. 

However, conflict shouldn’t be viewed as something that should be avoided. Positive outcomes can result from healthy conflict; it’s all about how these situations are managed. 

When managed properly, it can lead to improved understanding, stronger relationships, and better decision making. The key lies in recognising conflict early and addressing it in a constructive manner. 

WHAT CAUSES WORKPLACE CONFLICT? 

Conflict can arise in many different ways in the workplace, from disagreements and personality clashes to unclear responsibilities and changes in management. At the core of most issues, however, is communication. A lack of clear, consistent communication is often the main catalyst for conflict. What may begin as a simple misunderstanding can quickly escalate into a larger issue. If not addressed in a timely and fair manner, conflict can have a negative result across teams. 

Workplace Conflict Examples 

Let’s face it, even the most positive work environment can become stressful at times. How employees respond to pressure can often lead to conflict. While stress is a common contributing factor, workplace conflict can arise in a variety of situations and between different individuals or groups.

Disagreements between colleagues are normal, but they can occur over workloads, deadlines and how tasks should be completed. Conflict can also arise between employees and management, particularly around expectations, feedback or perceived unfair treatment. 

Issues can also occur when clear guidelines and expectations are not put in place from day one. When roles, responsibilities, and processes are not clearly defined, employees may make assumptions about what is required of them or others. The right infrastructure in place can prevent many potential problems from occuring.

WHY CONFLICT MANAGEMENT IN THE WORKPLACE IS IMPORTANT 

A positive culture in the workplace is a necessity so everybody feels supported. Therefore, conflict needs to be handled professionally. Addressing conflict early can strengthen relationships, improve communication and encourage collaboration.

On the other side, poor conflict management in the workplace can lead to reduced morale, increased absenteeism and higher staff turnover. It can also damage team dynamics and hinder business performance. This ripple effect can have long term ramifications over your organisation. Addressing conflict promptly helps prevent escalation and protects both employee wellbeing and organisational outcomes.

CONFLICT MANAGEMENT STYLES

Different situations require different approaches. Understanding the main conflict management styles can help leaders and employees choose the most appropriate way to resolve an issue.

Collaboration (Win-Win) 

Collaboration requires both parties to be willing to resolve their issues. It will often involve joint problem-solving to identify the best way to achieve a shared goal. This conflict management style may involve both parties gaining a sense of understanding of where the other is coming from and being pragmatic about the best ways to resolve their issues. 

Compromise (Lose-Lose/ Partial Win)

Compromise requires all parties to give up something to reach a mutually beneficial solution. While it doesn’t result in all parties being fully satisfied, it allows people to move forward to continue to work towards a shared outcome. It’s important to keep in mind that an over-reliance on compromise can lead to a team that is discontent. 

Accommodation (I Lose, You Win) 

Accommodation occurs when one party decides to set aside their own interests for the greater good. This can be a satisfying resolution for smaller issues where it’s more important to get back on track. Similar to compromise, leaders should be wary that this resolution can also result in certain employees feeling undervalued. 

Competition (Win-Lose) 

Competition is an assertive approach where one party prioritises their own outcome over others, often resulting in a win-lose situation. This decisive approach is useful as it can resolve issues quickly; however can damage relationships. It is recommended that this approach be used sparingly, as it can lead to perceptions of favouritism among employees.

Avoidance (No Win, No Lose) 

As implied by the name, avoidance occurs when an issue is largely ignored. Leadership may decide that an issue is trivial or small enough to be ignored, with the intention that it either resolves itself or just subsides. The concern with this approach is that it can result in escalation and further strain relationships amongst co-workers. 

WORKPLACE CONFLICT MANAGEMENT STEPS 

Managing conflict effectively in the workplace involves a very structured approach to ensure a fair process. This methodical approach should involve:

• Acknowledging the issue: A simple step but this at least acknowledges the problem and provides some reassurance that a resolution is under way. 

• Understand the perspectives: Before assigning blame to a party, keep an open mind and understand the perspective of everybody without bias. 

• Identify the root cause: Focus on underlying issues rather than surface-level symptoms. Think about the events that transpired that may have led to this. 

• Open a respectful discussion: Bring the affected parties together in a controlled and respectful environment. 

• Agree on a solution: Work collaboratively to find a practical and fair resolution.

• Document and follow-up:  Maintain clear documentation and accurate records of discussions, agreed actions and outcomes. Then follow up with all parties to ensure there are no other underlying issues. 

SKILLS REQUIRED FOR CONFLICT MANAGEMENT 

It doesn’t take an expert to manage conflict in the workplace, just a structured approach and basic skills that rely on open communication. These skills include 

• Active listening: The best way to understand a situation starts by listening to all sides.
• Emotional intelligence: Recognising and managing emotions, both your own and of the parties involved.
• Clear communication: It’s important to express concerns in a constructive way. 
• Problem solving: Once a problem has been identified, potential solutions need to be addressed. 
• Empathy: Understand that not everybody will be happy, but that everybody should be shown respect. 

WHAT HAPPENS IF THE CONFLICT CANNOT BE RESOLVED? 

While it’s not ideal, sometimes not all parties will be satisfied with a resolution. If conflict remains unresolved, it can escalate and lead to more serious issues within the workplace. In some cases, external mediation or HR intervention may be required. 

ADDITIONAL CONFLICT MANAGEMENT TIPS

It’s always best to take a proactive approach when it comes to conflict management and try to resolve issues early before tensions rise. When managing conflicts, it’s important to remain calm, focus on facts and encourage open communication. Consistency and fairness are also key to building trust, so even if some parties are unhappy with a decision, they can at least understand the rationale. 

WHY CREATING A WORKPLACE CULTURE IS IMPORTANT TO AVOID CONFLICT 

A positive workplace culture plays a crucial role in preventing conflict. When employees feel valued, respected, and supported, they are less likely to engage in negative behaviours. Open communication is one of the foundations of a positive environment where employees feel appreciated and that their contributions are acknowledged. This proactive measure might not be able to prevent all conflicts but it can go a long way in keeping spirits high. 

CONFLICT RESOLUTION WITH CLOVER HR 

Managing workplace conflict can be complex, but the right support makes all the difference. Clover HR provides expert guidance, practical solutions and professional mediation to help resolve issues, as well as implement a positive environment to prevent issues from arising in the first place. Email us at info@cloverhr.co.uk, call us on 0330 175 6601 or fill out our contact form to speak to a member of our helpful staff.