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Believing that every working day is going to run smoothly is wishful thinking. Conflict in the workplace is inevitable and when it rears its ugly head it mustn’t be ignored. Resolving conflict quickly is possible and the learnings you can take from it will strengthen the future of your company.
What Causes Conflict?
We’ve listed below the most common reasons for conflict in the workplace.
Differences in personality and ways of working
Unequal workloads
A lack of support and inadequate training
Poor management
Lack of equal opportunities
Being undervalued
Unclear job roles
Prevention and Intervention
An effective manager holds regular updates with team members giving them the opportunity to speak freely about how they are feeling. These updates will enable you to get to know your workforce well and to recognise when someone is simply having an ‘off-day’.
Continually observe behaviours for signs of conflict. The sooner you see the signs, the sooner you can act and resolve the issue.
During a one to one discussion was the individual uneasy about a situation or colleague?
Have you witnessed a heated conversation between colleagues?
During a meeting did a discussion turn into a stand-off?
Has someone who is usually talkative and open become quiet, choosing to spend breaks and lunchtimes on their own?
Conflict Management
It is the responsibility of the management team to handle confrontations tactfully and constructively through effective communication. It is crucial that the manager dealing with conflict understands the perception one individual has about the other. This perception can only be fully understood through listening, talking, observing and daily interaction.
Addressing The Issue
As soon as conflict or tension has been observed a manager should step in quickly to avoid the situation escalating into accusations of bullying or harassment.
Holding initial separate conversations with all parties involved is best practice. This will allow the manager to fully investigate and understand the situation and to identify the underlying causes. Even at this early stage it is key to try to identify what preventative or corrective measures are needed for a quick resolve.
Understand your role as an intermediary and what is expected of you.
Draw up an action plan with timescales. Stick to this until a solution has been found.
Don’t underestimate the power of a quiet informal discussion with the individuals. If, after investigation, the issue appears minor simply giving all parties time to air their concerns and express their feelings can have effective results.
Every discussion should take place in a quiet area with no distractions.
The focus must remain on the facts and not the personalities of the individuals involved.
Understand company policies concerning grievance, conflict and diversity.
Know when and how to gather information such as absence records.
During all discussions distinguish what the individuals want and why they want it. This will help all parties reach a sustainable agreement.
Effective Communication Style
For every conversation a manager must remain focussed and treat the issue with great sensitivity and empathy.
Listen without interrupting and repeat back the key facts. This technique proves that you fully understand the situation and instils trust.
Speak and ask questions in a calm manner to put the individual at ease and to encourage them to open up about their side of the story.
Don’t rush the conversations. Equally, if an individual needs ‘time-out’ to reflect on the issue then this should be granted.
If possible, reframe what the individual has told you. It may sound better when the context has been put in a different light.
To conclude every conversation, summarise the areas of agreement and disagreement and ask the individual if they agree with your assessment.
Lead by example. Speak to the individuals as they should be speaking to other colleagues.
When To Get External Help
Conflict management can test even the most experienced managers. When disputes aren’t resolving as quickly as a company would like the ripples of negativity can have a disastrous impact.
Bringing in an external team of professionals has many advantages as they are not emotionally involved and will be able to take a completely objective, unbiased approach.
How we can help you
If you’d like to discuss any of the issues detailed in this blog, get in touch with us today. We’re here to help.
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