Resolving conflicts in the workplace

  By Edie Hester 

Conflicts at work often results in low morale, decreased productivity and bitterness between employees. Client relationships are also affected when staff are at odds with one another. 

Part of the manager’s role encompasses the ability to help staff members resolve their conflicts in a non threatening way, so that staff can effectively solve problems, improve relationships and achieve goals.

Why Resolve a Conflict?

Helping staff resolve their conflicts is important not only because it ensures that they have a way of dealing with each other more constructively and harmoniously, it is an important business skill, one that can help staff understand one another.  It helps staff build stronger bonds with their colleagues and your customers.  Cohesive employee relationships result in a more productive work environment and that inturn leads to improved customer satisfaction. 

Unfortunately, many people struggle with being able to manage conflict constructively and this continues to cause problems at work, in the home, socially and indeed, internationally.

What is Conflict?

While any number of things can cause a conflict, basically conflict is the clash (either outward or inward) that occurs between two or more people who’s thoughts, feelings and behaviours are changed or impacted in a negative way. Don’t be mislead, just because people are not saying anything, or there is no yelling or screaming, does not mean that there is no conflict. Many staff may hide a conflict from management simply because they don’t want to appear as if they are trouble makers. Some of the more difficult conflicts can occur because people are unwilling to discuss what is bothering them.

Why does conflict happen? Well conflict mostly happens because people didn’t get what they wanted, needed or expected. 

When people’s needs are blocked, many will either, pretend it doesn’t really matter and walk away feeling defeated, or they may fight back until they get their needs met. The behaviours they adopt may be by arguing, sulking, demanding, pleading, calling in allies, just to name a few. These behaviours are all time consuming and can affect morale and productivity.  

Tips to help your staff

Here are some tips to use when conflicts arise among your staff:

1.         Impose a deadline to resolve the conflict. In a non threatening way, make sure that your staff understand  that when people waste time arguing, everyone loses eventually.

2.         Have both staff members find a common point they can agree on. When people are in disagreement, they often fail to see what they have in common, because they are only focusing on their differences. If you can get them to find commonality, staff are more likely begin working together to find a solution.

3.         Encourage people to focus on what they need and are prepared to accept, rather than what the other person did. When staff are in conflict, they will want to point the finger at the other person, rather than stating their needs.

4.         Ask staff to specify their preferences, rather than making demands. Get them to prioritise preferences if there is more than one.

5.         Reverse roles.  Ask each person to consider the validity of the other person’s point of view.  Each party may come to understand the other's viewpoint and reach a compromise

6.         Ask people to remain objective and professional when dealing with one another.

7.         Reinforce employees' self-esteem. Don't let those who didn't get what they wanted feel like "losers" or that they were wrong.

8.         When other efforts fail, use a third party to settle disputes. An objective mediator can assist with a solution that suits both parties. 

Most of all, you must model these behaviours yourself. Sometimes leaders forget that their behaviours are mirrored in those around them. 

Edie Hester is a tertiary qualified conflict resolution and communication specialist well known within the Organisational Training and Development sector as an outstanding facilitator with demonstrated ability to provide exceptional end results. She has been guiding, teaching supporting, and mentoring business leaders from all walks of life for more than 16 years.

For more information or to contact Edie Hester please contact  FM Innovations admin@fminnovations.com.au or call us on 03 9600 1646.