In any organization, conflicts are inevitable. Whether it’s a disagreement over resources, differences in work styles, or clashing personalities, problems in the workplace can significantly impact team dynamics, morale, and overall performance.
While it can be easy to sweep these issues under the rug, leaders are responsible for maintaining a productive and harmonious workplace. As a leader, your ability to manage and resolve conflicts can have a transformative impact on the day-to-day efficiency (and overall success) of your organization.
If you’re a leader looking to develop the skills necessary to address these inevitable issues, explore these five essential strategies for conflict resolution.
Scenario snapshot: You recently began managing a small customer service team at a private company. Before long, you start to notice that two employees, Brenda and Jermaine, rarely acknowledge one another despite their similar scope of duties. When they engage, the interactions often seem passive-aggressive and argumentative. As their leader, how can you intervene before tensions rise further?
1. Active Listening — the foundation of understanding
When you step into a leadership role, seeing the big-picture of an office-place issue isn’t enough. Even more essential is your ability to understand and listen to the perspectives of those involved.
Enter active listening, the cornerstone of effective conflict resolution. Deeper than simply hearing the details of a problem, active listening involves paying full attention to the issue — concentrating, responding, and remembering what your team members are saying.
In addition to helping you understand the root cause of the issue, tackling conflicts through active listening builds trust, opens channels for honest communication, and helps your employees feel valued and understood.
Scenario snapshot: Seeking answers about the conflict on your team, you ask the assistant manager why Brenda and Jermaine’s relationship seems so strained. She informs you that Brenda and Jermaine have been in an ongoing dispute over the best methods for organizing and leveraging customer data. What are some steps you can take to gain a better understanding of the issue?
2. Empathy — stepping into their shoes
Empathy involves understanding and sharing the feelings of others.
By empathizing with team members in the face of conflict, you can better appreciate their perspectives and the emotions driving their behavior. In turn, this can lead to more compassionate and effective resolutions. Demonstrating empathy can also de-escalate tension, making people feel heard and respected — an essential element for resolving conflicts amicably.
Scenario snapshot: During a one-on-one meeting with Brenda, she explains that the new system she’s been developing will streamline data through state-of-the-art technology like automation and AI — saving the team valuable time and resources. On the other hand, as a veteran employee, Jermaine has used the same system for years and sees no need for change. How can you demonstrate an appreciation for both parties’ perspectives?
3. Clear and open communication — avoiding misunderstandings
Miscommunication often lies at the heart of conflicts.
As a leader, proactively fostering an environment where clear and open communication is encouraged can be a critical component in preventing workplace problems. Setting clear expectations for healthy communication — and upholding those expectations yourself — can have a transformative effect on organizational culture.
Even if your team communicates clearly and respectfully, interpersonal issues can’t always be avoided. When conflicts arise, ensure that all parties can express their viewpoints without interruption. Clarify any misunderstandings and keep the dialogue focused on resolving the issue.
Scenario snapshot: When you check in with Jermaine, he shares that his concerns about Brenda’s organizational system stem from his unfamiliarity with AI and automation. He explains that when he tries to express his anxieties to Brenda, she dismisses his worries and says his methods are outdated. What can you do to facilitate an open, honest, and productive conversation between Brenda and Jermaine?
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4. Remaining neutral — avoiding bias
Whether the conflict you’re up against is personal or professional, it’s always important to remain neutral and avoid taking sides.
Showing favoritism can exacerbate tensions, damage your credibility, and make people wary of seeking your guidance in the future. To demonstrate objective problem-solving, focus on the facts and the specific behaviors contributing to the conflict. By refusing to show bias, you can facilitate a more objective and fair resolution process.
Scenario snapshot: Now that you’ve privately spoken to Brenda and Jermaine, you understand the factors contributing to their argument. While you agree that Brenda’s system is more effective, you empathize with Jermaine’s concerns and appreciate his perspective. How can you move forward without appearing to favor one employee over the other?
5. Collaborative problem-solving — finding win-win solutions
Although the potential of disappointing someone can make conflict resolution seem daunting, not every remedy has to benefit a single winner.
Encourage a collaborative approach to conflict resolution where all parties work together to find mutually beneficial solutions. A good starting point is identifying common goals, exploring various options, and negotiating to reach an agreement that satisfies everyone involved. Collaborative problem-solving not only resolves the immediate conflict but also fosters a culture of teamwork and cooperation.
Scenario snapshot: After facilitating a small group meeting, Brenda learns that Jermaine’s resistance to adopting her new system comes from his anxiety about navigating automated technology. How can Brenda and Jermaine find a solution that benefits them both?
Bonus tip — seeking mediation
In some cases, conflicts may be too complex or emotionally charged for leaders to handle alone.
In such situations, seeking the help of a neutral third party, such as a mediator, can be beneficial. A mediator can facilitate discussions, help clarify issues, and guide the parties towards a resolution. Mediation can be particularly useful in resolving disputes that involve deep-seated issues or multiple stakeholders.
Cultivating a conflict-resilient organization
Effective conflict resolution is critical for fostering a positive and productive workplace. By practicing active listening, demonstrating empathy, promoting clear communication, remaining neutral, encouraging collaborative problem-solving, and seeking mediation when necessary, you can create a conflict-resilient workplace.
At Goodwin University, our Master of Science in Organizational Leadership (MSOL) program equips leaders with the skills and knowledge to manage and resolve conflicts effectively. Our comprehensive curriculum blends theoretical foundations with practical applications, preparing you to lead with integrity, empathy, and confidence.