Conflict Resolution at Work
We know, we know… conflict at work can be uncomfortable, but it’s a common part of our professional lives.
Differences in opinions or unmet expectations can lead to disagreements. However, conflict isn’t always bad; it can be an opportunity for growth.
Conflicts can arise between colleagues, with management, or with clients and customers. So, what should you do when a disagreement occurs at work?
Learning conflict resolution strategies can help you address these issues effectively. By resolving conflicts, you can preserve relationships, build stronger connections, and even open new career opportunities.
What is Conflict Resolution?
Conflict resolution is the process of finding a solution to a disagreement between two or more people. This can be done informally between the parties involved or with the help of a neutral third party.
In the workplace, effective conflict resolution is crucial for maintaining a positive and collaborative environment. It builds trust, enhances empathy, and improves adaptability.
There’s a wonderful little book called “The Joy of Conflict Resolution”; it’s engaging, light-hearted and uses a story-telling style to help you learn healthy conflict resolution skills that you can apply to your work!
Five Conflict Resolution Strategies
Understanding different conflict resolution strategies can help you find the best approach for each situation:
1. Not Engaging:
This strategy involves disengaging from the conflict, hoping it will resolve itself. It’s often used when the issue seems minor or too uncomfortable to address, (but it can lead to ongoing tension). While in the short term it may feel easy to disengage, keep in mind that feelings of resentment and tension can grow quite quickly, so it’s best to address these situations as soon as possible.
2. Accommodation:
Here, one person meets the needs of the other person. This can be positive if done willingly, and in a reasonable and healthy way, but it can also lead to resentment if it was not what you wanted to do. Always consider why you are choosing to accommodate the other person and think about whether providing what they are asking for is within reason and within the scope of your role. Always talk with your supervisor first, if you are not sure.
3. Use of Authority:
This involves one party using their authority within the business to settle the dispute. While quick, it can cause further conflict if not handled correctly, so be careful about when, where, and how you choose to use authority.
4. Compromise:
In this approach, both parties make concessions to reach a mutually acceptable solution. It’s important that both sides feel heard and understood, and that you’ve reached a place that both parties are comfortable accepting.
5. Collaboration:
This is a win-win approach where both parties work together to find a solution that satisfies everyone involved! This one is the most desirable option and can be worked out as a team.
Conflict Resolution Strategies in Action
When dealing with conflict, it’s important to:
- 1. Assess the Discussion: Understand why the current approach isn't working; take a step back and look at what’s been happening. Is someone upset about something work-related, or personal? What isn’t working?
- 2. Adapt: Be ready to switch strategies if needed to find a better solution; keep in mind that we are all human, and we all experience struggles and feelings of frustration. The solution you’ve come up with just might not be working, and it’s okay to pause and readjust your approach.
- 3. Use Active Listening: Truly listen to what the other person is saying and express your feelings using "I" statements to avoid sounding accusatory. (For example, don’t use a statement like “you always…” or, “whenever you…”. Use something more like “I feel like when this happens…” or, “I noticed when…”).
- 4. Notice Your Body Language: Non-verbal cues like body language and facial expressions play a significant role in conveying your message. Keep your body language open, and neutral by keeping your arms relaxed (not crossed), and by acknowledging the other person while they’re talking with eye contact, nodding, etc.
Overall, keep in mind that while conflict in the workplace is inevitable, it doesn’t have to damage relationships or workplace culture. By understanding and applying different conflict resolution strategies, you can handle disagreements professionally and maintain a positive work environment.
Resources for conflict resolution in the workplace:
Mind Tools offers practical techniques and strategies to help you resolve conflicts effectively in the workplace, ensuring that disputes are handled constructively.
Harvard Law School provides in-depth insights and research-backed strategies on negotiation and conflict resolution, focusing on mediation and effective communication techniques.
Society for Human Resource Management (SHRM) has a comprehensive article offering HR professionals tools and advice for managing and resolving conflicts within organizations.
The Balance Careers provides practical examples and strategies to help employees and managers navigate conflicts, improve communication, and foster a more harmonious workplace.
