New to the task of handling workplace conflicts? Diffusing tensions and bridging differences is a matter of central importance to the management of any workforce. Learning how to handle workplace conflict is a key skill that’s best mastered early on, allowing you to resolve differences at work with ease.
A quick disagreement over a stolen lunch or a bigger fight over stolen work, workplace conflicts can take on many forms. What’s true, regardless of the scale, is that these conflicts disrupt the focus of the entire team, forcing those unaffected to also pick sides and throw in their own opinion on what went wrong. Over time, resentments grow, escalating into a problem that’s nearly impossible to untangle. Learning how to diffuse coworker conflicts and resolve team differences is a key responsibility of any HR professional, and it’s important to get it right at the start.
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HR 101: Learning How to Handle Workplace Conflicts
Workplaces demand a professional demeanor, but growing conflicts can cause the most refined of masks to slip. Regardless of whether the conflict arises out of real, work-related issues or a difference of personal opinion, conflicts create the perfect breeding ground for further disagreements.
It’s easy enough to brush off a conflict as a matter for those involved to resolve like adults, however, without a mediator to set things straight, these issues are rarely sorted out on their own. Many repercussions arise as a result of an unmanaged conflict in the workplace:
- Employees are distracted by the issue at hand and spend time trying to get back at the other person
- Workers grow angry and abusive, allowing their personal opinions to shape their interactions with everyone
- The workplace starts to feel hostile, even for those who aren’t involved
- Employees feel unmotivated to work or contribute to their work due to the negative environment
- Absenteeism increases when the workplace grows too stifling or employees feel targeted at work
- Employees start feeling unappreciated and reluctant to contribute when conflicts surrounding work start to make them unwelcome
- The work culture takes a hit, and employees feel resentful towards management for allowing it to change
- Employees consider quitting and leaving for a more hospitable workplace
What are the Types of Conflict that Occur At Work
It’s easy to dismiss workplace conflicts as petty disagreements between workers, but that is rarely the case. Most conflicts at work occur as a result of existing resentment or differences of opinion and approach between employees. Some can be resolved merely by opening up a channel for peaceful discussions, while others require more direct involvement from management to resolve. The primary types of workplace conflicts include:
- Conflicts in work styles and personalities
- Unclear division of responsibility that causes workers to clash
- Misunderstandings and cultural differences
- Competitive work environments where tensions are permanently high
- Mismatch in the work habits and level of professionalism between workers
- Malice from one party that leads to bullying or harassment of another
- Personal politics and beliefs that spill into the workplace
How to Manage and Resolve Conflict in the Workplace
Strategies for resolving workplace conflicts can be highly personalized to suit the nature of the workplace and its policies, however, there are some general tips we can offer on addressing conflicts with coworkers. Regardless of the nature of the issue, it is important to listen to all the involved parties in detail to ensure they feel understood before any action is taken.
The first step is typically to diffuse the tension and ensure it will not escalate in the moment before further action is taken to resolve it. Resolving worker conflicts isn’t as easy as giving workers a warning and forbidding them from fighting. It requires more effort to address the root of the problem, weed out the issues that come to light, and smooth things back down.
1. De-escalate Issues First Before Proceeding Further
Before you can start resolving a conflict, it is important to diffuse tensions from coming to blows. If workers are tied up in a heated argument or shouting match, it is important to quickly but firmly invite them to calm down and communicate the problem to the HR team.
2. Listen to What the Affected Workers Have to Say
Most often, workers won’t allow things to escalate to open fights and their conflicts will remain more discreet. At the first sight of tensions, however, it is important to ask workers to come in and share their side of the story. Even the act of talking about the problem is often enough to calm them down. Understand what a resolution would look like for everyone involved in the issue.
3. Gather Data on the Issue
Asking employees to prove themselves and show evidence can put many in an uncomfortable spot, and so can asking other employees to speak out on the matter. Still, it is important for HR to conduct an independent investigation into the issue and determine how to respond.
4. Mediate a Discussion Between the Conflicting Employees
Most often, conflicts at work arise as a result of misunderstandings and can be resolved just by opening communication and drawing clear lines on the boundaries of work. Help employees meet on common ground and express how they would like to interact moving forward.
5. Seek Compromise and Collaboration
In most cases of conflict of responsibility or personality, it is possible to find a middle ground where both employees are allowed to operate via their own preferences while meeting the other halfway. Remind both employees that their preferences are valid, however, a peace deal is essential to allow the work to continue undeterred. If employees prefer to be moved to a different team, check for the feasibility of such a move.
6. Emphasize the Importance of Professionalism and the Work Culture They Are Bound To
While learning how to handle workplace conflicts, it is also important to remind employees about how outbursts at work are not appropriate and that there are alternate channels available to vent their frustrations. If employees have been found to misbehave or act inappropriately at work, it is also important to engage them in other preventive programs, like a course on anger management or additional workplace training from HR.
7. Address Any Underlying Resentment The Employee Might Be Feeling
No matter how carefully you resolve the conflict, it is possible that some employees will be left feeling like they drew the short straw or received an unfavorable deal. Speak to employees in the days following the conflict and remind them that they are valued members of the organization. Explore how they are feeling following the resolution and check if they need any other form of support.
8. Escalate Matters to the Legal Team In Cases of Serious Issues
Resolving most worker conflicts takes an HR professional or two to help workers sort out their differences, but there are some situations, like harassment and bullying, which cannot be resolved via a simple conversation. In such cases, it is important to understand the legal repercussions of such behavior and set a strong precedent for such actions within the workplace.
9. Understand the Underlying Issues Within Your Work Culture
Most workplace conflicts are a result of some underlying issues within the work culture that need to be addressed. Is your workplace lacking sufficient team cohesion? Did the issue arise out of an unclear division of responsibility? Is there an unfair work dynamic at play? Are employees growing more brazen in expressing negative sentiments? It is essential to identify the core issues at work and address them.
10. Set up an Easy and Clear Communication Channel with HR
Managing and resolving conflict within the workplace doesn’t erase the possibility of more issues occurring again. Ensure that in the future, employees can bring up issues to HR directly without hesitation and feel reassured that they will be promptly addressed. Quick action and an empathetic ear can go a long way in building a culture where everyone feels heard and supported.
These Strategies Should Help Address Workplace Conflict With Ease
These quick tips for diffusing workplace conflicts should help you when you’re in a bind and unsure how to proceed with aiding workers during times of stress. Resolving worker conflicts is about mediation, yes, but it is also about understanding why workers are so quick to get frustrated and why they are unable to settle their differences amicably.
Often, the company culture lies at the center of frequent conflict escalations, and this means a shift in the culture and communication within the organization is necessary. There are many strategies to resolve workplace conflicts that don’t require directly punishing workers for any lapses in judgment immediately.
These instead rely on a more introspective approach to understanding the problems that lie at the heart of the issue and finding common ground between employees.
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