How to Deal with Workplace Conflict

Navigating human relationships is a complicated thing, especially during times of distress or heightened emotions. Ego and pride often take the center stage, worsening interpersonal relationships. After all, we often feel that winning an argument can sometimes provide us with a temporary ego boost, even if it comes at the cost of the relationship.

Conflict is unavoidable - wherever there are people, there will be disagreements. Workplace conflict, whether stemming from simple misunderstandings or a full-fledged dispute, has the potential to disturb the harmony in any office. But sometimes conflict can also provide opportunities for growth, creativity, and improved relationships if managed effectively.

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Workplace conflicts can arise from several factors, such as conflict of interest, misunderstandings, differences in personality, miscommunication, resource allocation, etc. According to CPP Inc., 85% of both individual contributors and leaders reported experiencing some level of conflict at the workplace. Besides this, 29% of employees reported facing almost constant conflict, and 12% reported seeing frequent disputes among leaders.

According to the CPP Inc., these are the main outcomes that resulted from mishandled conflicts

Key Considerations for Managing Workplace Conflicts

1. Address the Conflict at an Early Stage

When conflict arises, it might seem easier to avoid it and hope it resolves itself. However, this can lead to increased tension instead. It’s quite crucial to acknowledge that there is a problem and address it, without becoming aggressive. Speak with your manager first, or the HR department, before the problem escalates. When addressing the issue, your goal should be to resolve the issue, instead of playing the blame game. Lastly, avoid discussing the conflict when emotions are high to prevent saying something you might regret.

2. Listen Carefully

It’s important to listen before reacting. In a highly emotional state, messages can easily be misunderstood or misinterpreted. Active listening helps clearly understand the other person’s perspective, which reduces the possibility of assumptions and ensures that everyone is on the same page. By showing that you’re genuinely listening, you can help calm the situation. When people feel understood and especially, heard, they’re less inclined towards getting furious or defensive. After listening, ask questions to gain more clarity on the situation. Know when to apologize. Acknowledging a mistake and taking accountability, if necessary, can prevent the conflict from worsening.

3. Understand the problem - Be Empathetic and Assertive

During a conflict, we may often feel a strong need to express our problems and viewpoints before listening to what the other side has to say. However, it is extremely important to hear the other side’s perspective first. Putting yourself in another person’s position is an essential aspect of negotiation. Not only does it help the other person feel respected and understood but also helps resolve the conflict. Being empathetic can lead to the other side to be more understanding of your perspective as well. Express yourself directly and defend your rights while respecting others’. Understand the root cause of the conflict and identify areas of agreement and disagreement. The goal is not to dominate but to achieve mutual understanding and harmony.

4. Come to a Neutral Ground

After identifying the problem and the areas of agreement and disagreement, work towards achieving a neutral ground. Most times, both parties during a conflict have shared goals, even if their perspectives differ. Identifying common goals, such as team success or maintaining a positive work environment can unite both parties in conflict. Common goals serve as a foundation for developing a solution that both sides find acceptable. Avoid seeing the conflict as a zero-sum game, as no one gains any benefits. Look for creative solutions instead, and think outside the box as this can satisfy both sides.

5. Create an Action Plan

Reaching a middle ground in a conflict is a significant accomplishment, but more work is needed to fully resolve the situation. Developing a comprehensive action plan is vital for ensuring that the resolution gets properly implemented. Both parties should have a clear understanding of what is expected of them and be aware of their responsibilities. Developing a good action plan with the other party, not only addresses the immediate issue but also sets a strong groundwork for fostering a positive and collaborative working relationship in the future.

6. Avoid Gossip and Office Politics

When facing an ongoing conflict, it’s essential to refrain from engaging in office politics and gossip. Although they are almost unavoidable, they have the potential to exacerbate matters and create misunderstandings. Maintain objectivity and establish clear boundaries and expectations for behaviour, including what’s appropriate and what isn’t. Engaging in gossip and politics can lead to increased antagonism with the party. While gossip and politics can have both positive and negative aspects, it’s important to discern the difference between the two.

Data from CPP Inc., on how employees most often dealt with conflict

Strategies for Resolving Workplace Conflict

Kenneth W. Thomas and Ralph H. Kilmann conducted research on conflict in the workplace. They observed a pattern in which individuals handled conflicts, and found five methods or strategies that they used. The researchers put forward two dimensions for the model: assertiveness (which focuses on the importance of goal) and cooperation (which focuses on the importance of relationships). These five strategies of conflict resolution use the two dimensions to varying degrees. These are often used by managers and HR professionals to resolve conflict. 

Thomas Kilmann Conflict Management Model

Collaboration: This strategy is a balanced blend of assertiveness and cooperation. This strategy involves recognizing both sides’ perspectives and working toward a solution that addresses the concerns of both. While time-consuming, collaboration can lead to innovative solutions, but it’s crucial to remain assertive and constructive, and not become dominating.

Competition: This involves disagreeing with or opposing the other side and attempting to establish that their perspective is incorrect. This method is often implemented for addressing and dealing with urgent concerns or situations where asserting authority becomes necessary. However, be wary of overusing this strategy, as it can result in negative attitudes from your coworkers. For example, if you unnecessarily escalate conflicts, you risk damaging your reputation and your interpersonal relationships within the workplace.

Compromise: Compromising is about finding a middle ground - being somewhat assertive, yet cooperative – making sacrifices, yet gaining something in return. While compromising can offer a temporary solution, it may lead to more conflict in the long run if not handled carefully. Over time, frequent compromising can become less effective, instead collaborating might offer a far more beneficial solution.

Avoidance: This strategy involves steering clear of the conflict altogether. People often do a cost-benefit analysis at the back of their mind deciding whether the potential downsides of engaging in an argument are worth the potential benefits. Individuals who adopt this strategy of conflict resolution, let the situation unfold on its own, refraining from direct involvement.  Avoiding a conflict has its benefits, but it isn’t the healthiest way to deal with disagreements and conflicts. 

Accommodation: This strategy entails acknowledging the conflict and adjusting your stance or conceding to the other party’s point of view. However, if your position is strong and the stakes are high, you should be cautious about implementing this strategy.

Remember, conflict is a natural part of human interaction; it's not the presence of conflict but how you handle it that defines your reputation and the health and success of your workplace environment. A proactive and thoughtful approach to conflict resolution can lead to its successful resolution, a more cohesive team and a more positive work atmosphere.