Written by Andrea Bruneau
According to Gartner’s annual list of future work trends for 2024, “employee conflict resolution” is a key skill for managers in the current political, professional, and cultural climate. Notably, 57% of managers surveyed say that they are fully responsible for solving their direct reports’ conflicts. With upcoming elections, geopolitical crises, labor strikes, climate change, and pushback to DEI efforts, the environment is ripe for differences of opinion. That is in addition to the common work-related frictions that can occur in day-to-day operations. Managers who can support employees to navigate, rather than ignore, interpersonal conflict will be positioned to maximize their positive impact on their organizations.
Understanding Workplace Conflict
Conflict should be viewed as an inevitable part of coexisting, rather than a disruptive force to be avoided at all costs. Friction is to be expected when individuals with diverse backgrounds, job functions, and perspectives work together. Conflicts can arise from misunderstandings, competing priorities, stress, poor communication habits, or clashing personalities (to name a few instigators). Keeping the peace might seem like the right or easiest option, but if left unaddressed, these conflicts can lead to a toxic culture, decreased productivity, and high turnover rates as trust erodes. Effective conflict resolution can enhance team cohesion, improve problem-solving, and foster a positive workplace culture. Adversity is an opportunity to build connections if handled appropriately.
Practical Steps to Resolve Workplace Conflicts
Acknowledge the Conflict: While it is appropriate to pick your battles, unaddressed workplace conflict will fester and build up over time, leading to a culture of low trust and lack of collaboration. Recognize and openly address the existence of friction when it occurs, rather than ignoring it.
Define the Problem Together: Create a safe space for employees to express their concerns without interruption by utilizing active listening and non-judgement.
Take turns sharing your experience.
Consider each other’s perspectives until all parties feel heard.
Sort out the facts.
Identify the Root Cause: Understand the underlying issues driving the conflict.
What conditions or circumstances contributed to this?
What systematic weakness does this issue highlight?
Can you identify one core problem from which other issues have stemmed?
Develop a Plan: Collaborate with the involved parties to create a clear, actionable plan to resolve the conflict.
Follow Up: Regularly check in to ensure the resolution plan is working and make adjustments as necessary.
Practical Examples of Workplace Conflicts and Resolutions
To understand the dynamics of workplace conflict and effective resolution, let’s apply these strategies to two different scenarios.
Example 1: Conflict in a Tech Startup
Scenario: A tech startup with a fast-paced environment has two team members, Alice and Bob. Alice, a software developer, feels overwhelmed by Bob’s constant changes to the project requirements, which she perceives as micromanagement. Bob, a product manager, believes his frequent updates are necessary to align the project with client expectations.
Ineffective Resolution: The manager, Emma, tries to avoid the conflict by instructing Alice to "just go along" with Bob’s updates without addressing the underlying issues. Falling to take the opportunity to communicate, Alica and Bob remain misaligned. Over time, Alice becomes increasingly frustrated and disengaged, believing that she has no input or influence on her projects. The quality of work suffers, and eventually, Alice starts looking for a new position.
Effective Resolution:
Acknowledge the Conflict: Emma invites Alice and Bob for a private meeting, acknowledging the tension and its impact on their work.
Listen Actively: Emma listens to both Alice and Bob without interrupting, allowing them to express their concerns and viewpoints.
Identify the Root Cause: Emma identifies that the root cause is a lack of clear communication and understanding of each other's roles and priorities.
Develop a Plan: Emma works with Alice and Bob to create a communication plan. They agree on regular check-ins to update each other on progress and changes, and Emma clarifies the boundaries of their roles.
Follow Up: Emma schedules follow-up meetings to ensure the new plan is working and to address any new issues promptly.
By addressing the conflict directly and facilitating open communication, Emma helps Alice and Bob understand each other's perspectives, leading to a more collaborative and productive working relationship.
Example 2: Conflict in a Healthcare Setting
Scenario: In a busy hospital, Nurse John and Doctor Sarah frequently clash over patient care decisions. John feels that Sarah dismisses his input, while Sarah believes John doesn’t understand the bigger picture of patient treatment plans.
Ineffective Resolution: The department head, Dr. Lee, decides to separate their shifts to avoid direct interaction, thinking this will prevent further conflict. Without the opportunity to empathize with each other and collaboratively problem-solve, John and Sarah maintain the lack of respect and consideration that exists between them. Further, they vent to colleagues about each other, perpetuating negative assumptions and judgements through gossip. This leads to coordination issues, communication breakdowns, and compromised patient care.
Effective Resolution:
Acknowledge the Conflict: Dr. Lee brings John and Sarah together for a discussion, acknowledging the ongoing tension and its effects on patient care.
Listen Actively: Dr. Lee facilitates active listening as both John and Sarah are able to voice their frustrations and concerns.
Identify the Root Cause: They identify that the conflict stems from miscommunication and a lack of mutual respect for each other’s expertise.
Develop a Plan: Dr. Lee facilitates a workshop on effective communication and teamwork, emphasizing the importance of collaborative patient care and the roles each member plays on the care team. They agree on specific protocols for decision-making that include input from both nurses and doctors. Ongoing efforts are made to get to know each others’ experience, values, and unique strengths in order to build trust and respect.
Follow Up: Dr. Lee schedules regular team meetings to review the effectiveness of the new protocols and to address any ongoing or new issues.
By fostering mutual respect and improving communication, Dr. Lee helps John and Sarah work together more effectively, leading to better patient outcomes and a more cohesive team.
In 2024, mastering employee conflict resolution will be an essential skill for managers. By addressing conflicts head-on and fostering open communication, managers can turn potential workplace disruptions into opportunities for growth and improvement. Embracing these strategies will not only enhance team dynamics but also contribute to a more positive and productive work environment.
The DMC Workforce Success Team has more than 20 years combined experience and provides sustainable solutions to the complex social issues that affect large, medium or small businesses. Building authentic relationships is at the heart of DMC’s work, developing trust and honesty with employees to get to the root of issues and include them in the design of solutions.