How to resolve workplace conflict

We know that running a business often feels like a massive juggling act. Between finance, customer service, new business and marketing, it can be easy to overlook one of the most important aspects – your people. However, creating and maintaining a healthy workplace is essential for your business success. One of the biggest disrupters of this is workplace conflict. Here’s our guide on how to resolve workplace conflict.

What does workplace conflict look like?

Workplace conflict can range from minor disagreements to full-blown disputes that threaten the stability of your business. So why does conflict arise?

• Different communication styles: not everyone communicates in the same way. Whilst some employees might prefer a direct approach, others may need a more indirect, softer approach. Misunderstandings can occur when communication styles are mixed or not explored. This is where behaviour profiling tools such as DISC can really help.
• Personality clashes: it’s inevitable that personality clashes can lead to tension if not addressed. You may have an extrovert working with an introvert for example, so it’s important to recognise this and be mindful of your management style.
• Competition amongst staff: if employees feel under pressure to meet specific targets or deadlines, they may start to feel competitive towards colleagues – which often breeds animosity.
• Perceived bias: we often hear of workplaces where staff feel that others are being treated preferentially, whether that’s in relation to workload, promotions or general recognition.
• Different working approaches: everyone has a different working style, and conflict can often arise when one employee prioritises quality over speed for example. This can often cause tension when both believe they are doing things in ‘the right way’.

Why workplace conflict needs to be tackled

It can be easy to ignore the issue or dismiss tension as a natural part of working life, especially during busy working periods. However, unresolved conflict can have significant negative consequences for your business. These include:

• Impacts productivity: employees can become distracted when there is conflict in the workplace. Instead of focusing on tasks, they can become consumed with the issues at hand, inevitably lowering their focus and quality of work.
• Impacts morale: conflict in the workplace inevitably impacts the atmosphere. It doesn’t just stop there, as tension can spread throughout a team, impacting everyone’s morale. Staff can start dreading coming to the workplace.
• Impacts staff turnover: eventually persistent conflict, or a working environment filled with conflict, pushes employees to leave. Losing employees costs time and money in replacing them, but can also damage the remaining team’s morale.
• Creates a toxic culture: essentially, a workplace filled with unresolved conflict becomes toxic. This leads to a lack of trust, teams feeling isolated and a breakdown in communication. This has a knock-on effect on staff retention and recruitment, if your business gains a reputation as a toxic working environment from previous employees and on review sites.
• Impacts customers: toxic workplaces don’t translate well into a good customer experience.

Ignoring conflict should not be an option for any manager or business owner. Over time, it will lead to significant damage including a lack of trust from staff, escalation of conflict, demotivated and stressed staff.

How to address workplace conflict

The good news is that, with the right approach, workplace conflict can be resolved constructively. Here’s how:

1. Recognise the signs early

The first step in resolving conflict is acknowledging that it exists. Be aware of subtle tensions in your team. These could be things like reduced collaboration, passive-aggressive behaviour or changes in the overall mood the team. Most importantly, don’t wait until things reach boiling point. Addressing small issues promptly when they arise will stop them from escalating. The skills and confidence to tackle conflict as a manager are vital here.

2. Encourage open communication

If staff feel they can communicate openly and honestly, you will create a workplace that allows them to feel comfortable with voicing their opinions without fear of repercussions. Managers should lead by example, modelling this behaviour. If staff see that managers / business owners are receptive to feedback or concerns, they are more likely to flag issues before they escalate.

3. Have difficult conversations

Constructive conversations can be difficult, but are essential in nipping issues in the bud. Managers should be neutral and empathetic, encouraging all parties to express their views from their perspectives. Being empathetic to all parties and acknowledging their feelings can help to make your workforce feel that they are supported and encourage them to continue speaking up in the future. They should use active listening techniques, giving the employee their full attention, and ask open-ended questions to get to the heart of the issue. Asking follow-up questions can help to show that you’re listening and helps to avoid misunderstandings. Read our guide to having difficult conversations.

4. Play the role of mediator

If you have conflicting employees, your role will be to act as a mediator, creating a safe space for open and honest communication. Once each side has shared their views, look for common ground. Are there any shared goals or values that can be highlighted? Ask the employees to suggest all the ways in which they think the conflict can be resolved, help them talk through the suggestions and choose the ones which have the biggest win-win outcome. Employees should be encouraged to realise that they are on the same team and that resolving the issue will benefit them and the business itself.

5. Identify the root cause

Trying to find the root cause of the conflict is critical to ensure the resolution is effective, lasting and addresses the real issue rather than just the surface-level symptoms. Understanding the root cause allows for solutions that directly address the core of the conflict, rather than applying generic or ineffective remedies. This increases the likelihood of both parties being satisfied with the outcome and can promote accountability and self-reflection on their own contributions to the situation.

6. Set out clear expectations

Once the conflict has been discussed, employees will need to be set clear expectations for future behaviour. Steps should be agreed on how to improve the relationship, for example you might highlight particular communications strategies or timelines. Encourage open lines of communication by setting the expectation that employees will provide regular feedback to one another and escalate issues early before they grow into larger conflicts.

7. Recognise when to escalate things

Recognising when to escalate conflict in the workplace is crucial to prevent it from becoming more damaging to individuals, teams and the business or harming productivity, morale and professional relationships. Whilst conversations can help resolve conflict in early stages, in cases of bullying, harassment or serious misconduct, you will need to use a more formal process. This could include involving an HR professional or a mediator to assist with the situation.

8. Follow up

After the conflict has been resolved, ensure you follow up with both parties to see that the solutions are working and that there are no further issues.

9. Train managers

Training managers on dealing with conflict resolution can help avoid future issues. This will teach them how to handle conflict constructively, giving them the tools and confidence they need to address issues effectively.

Workplace conflict is inevitable, but it doesn’t have to be detrimental to your business. By recognising the signs early, fostering open communication, and addressing conflict in a constructive manner, you can create a workplace where employees feel valued, heard, and motivated. If you need HR advice, get in touch with our team for a free 15 min advice session.