Workplace conflict, though quite common, is an uncomfortable situation that can rapidly turn into a significant problem if not dealt with. It can lead to increased stress in the workplace, decreased job contentment, higher rates of absenteeism, decreased productivity, and diminished morale and work quality.

Nonetheless, conflicts are unavoidable. The aim is not to entirely prevent them but to effectively address and handle them. By using appropriate strategies to resolve issues, individuals can prevent their differences from spiralling out of control.

“Establishing conflict management processes in a company is fundamental, as it helps reduce conflict instances among employees,” says Casper Hansen, an expert in resume writing from Resume That Works.

In this article, you are going to learn seven steps to manage and resolve workplace conflict:

1. Recognize the Issue
2. Collect Preliminary Information
3. Clarify the Origin of the Conflict
4. Conduct a Private and Candid Meeting
5. Establish an Objective and Formulate a Strategy
6. Assess Progress
7. Recognize and Apply Lessons Learned

A Step-by-Step Process to Manage and Resolve Workplace Conflict

1. Recognize the Issue

Despite the temptation to ignore the problem and hope it disappears, this approach is rarely effective and often exacerbates the situation. For example, a survey of 30,000 employees in 2019 revealed that almost one in three individuals had left their jobs due to conflicts in the workplace. The best initial step is to acknowledge that the problem is real. Confront it directly and commit to finding solutions.

2. Collect Preliminary Information

Take the time to examine the matter. Refrain from making premature judgments or arriving at a conclusion before obtaining all the necessary information. Delve deeper and gather more details about the incidents, individuals involved, issues, and the emotions of those involved. Engage in individual and confidential conversations with the parties concerned, and listen carefully to ensure that you understand their perspectives. Summarizing their statements and repeating them back can aid in ensuring clarity and comprehension.

3. Clarify the Origin of the Conflict

It is essential to clarify the nature of the problem with the involved parties. Identifying the source of the conflict is the primary step in resolving any issue. Defining the root cause provides important insights without making assumptions. Common causes of workplace conflict include:

• Inadequate Communication: A lack of communication leads to feelings of exclusion or lack of control.

• Lack of Skills: An employee’s deficiency in certain skills that another employee expects them to possess can lead to issues with work delivery, affecting morale and confidence.

• Inadequate Information: Frustration arises when an employee lacks the necessary data to perform their job. Ambiguous or incomplete information can also result in resentment.

• Remote Work: In instances of remote work where communication is predominantly text-based, there is more room for misinterpretation of tone compared to face-to-face interactions.

• Differing Values: Conflict may arise due to differences in opinion and personal values, especially when two strong personalities hold opposing views.

If none of the above seems applicable, search for underlying sources that may not be immediately obvious. For example, frustration with a colleague in a different time zone or receiving “urgent” requests late in the day might be contributing factors.

4. Conduct a Private and Candid Meeting

Before attempting to resolve any issue, find a secure, private, and neutral environment for discussion where all parties feel comfortable participating in an open and honest conversation. Adopt a positive and assertive approach. If necessary, establish ground rules to ensure that each side has ample time to express their viewpoints and feelings. Providing opportunities for individuals to acknowledge their hurt or anger publicly can help them feel heard. Subsequently, ensure that both parties agree on the nature of the issue. Continue asking questions until you are confident that all conflicting parties are on the same page.

5. Establish an Objective and Formulate a Strategy

When employees recognize that they share a common goal, it becomes easier for them to interact with one another. Once this is established, both parties should collaborate to devise a solution. Different people approach conflict in various ways, often deploying one or more preferred methods. The Thomas-Kilmann Conflict Mode Instrument (TKI) identifies five conflict resolution strategies:

– Avoiding: Ignoring the conflict or withdrawing from it, hoping it will resolve itself.

– Competing: Resolving the conflict by asserting one’s interests, often at the expense of the other party.

– Accommodating: Sacrificing one’s concerns to meet the needs of the other party.

– Collaborating: Working together to find a mutually beneficial solution.

– Compromising: Each party sacrifices something to reach an agreement.

Identify common ground and determine strategies that both parties can agree on or compromise. Listen, communicate, and brainstorm together until all options are considered.

6. Assess Progress

Do not assume that an issue is completely resolved after a plan has been established. Continuously monitor the situation and evaluate whether the solution is effective. Schedule follow-up meetings to review progress, allowing both parties to discuss their actions and outcomes. Maintaining openness and honesty about progress can help keep everyone on track and motivated to pursue positive change. If the issue remains unresolved or resurfaces, take the necessary actions, including implementing preventive measures for the future.

7. Recognize and Apply Lessons Learned

Reflecting on the conflict resolution process provides valuable insights into team dynamics, communication effectiveness, and organizational resilience. Document and share these lessons with your team to build collective knowledge and inform company policies and procedures.

By following these steps, you can manage and resolve workplace conflicts effectively, fostering a more supportive and productive work environment. If you need more help and support to train your managers and leaders to handle workplace conflict, click here and set up a meeting with DHB Vision Strategists.

To learn more about dealing with conflict, especially with cross-generational teams, read this next: Managing Workplace Conflict: 5 Strategies For Multigenerational Teams

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