Top Ten Tips for... Resolving Conflict in the Workplace

In September, the UK appointed a new Prime Minister - our third in the last four years – and this change in Government has shed further light on how lots of debate and passionate views can cause quite a disruption in certain environments.

In this day and age, all companies should be striving to create a more diverse workforce and with that, you’re bound to run into differences of opinion. Dealing with conflict in the workplace is one of the most challenging aspects of being a manager but by dealing with disputes quickly and effectively, you can help keep your business on the road to success.

Read on for our Top Ten Tips on how to help resolve conflict at work...

1. Start at the beginning

As a manager, the most effective way to resolve conflict is to try and prevent it entirely. By creating an open, honest culture in your workplace and hiring the right people, you can help reduce the number of situations that arise where employees feel confused or disappointed by the words or actions of others. Obviously, it is impossible to avoid disagreements and differences of opinion entirely but by creating a culture of kindness and understanding, it may stop these situations from escalating further.

2. Create an open door policy

Similarly to the point above, it’s important that your team feel as though you are approachable and feel comfortable discussing any problems with you as and when they arise. Ideally, you don’t want any members of staff gossiping and discussing things behind each other’s backs – this can often add fuel to the fire. Let your employees know that your door is always open and set aside time to discuss any concerns they may have.

3. Identify and clarify the source

Should a disagreement be brought to your attention, your first step should be to identify and clarify the source of the conflict. Is it simply a difference of opinion or is it unacceptable work behaviour? By getting to the bottom of this, you can decide which steps to take next. It is important that your employees feel seen and heard so it’s a good idea to look into any and all complaints that are brought before you.

4. Encourage employees to talk

As a manager, not every disagreement that happens in the workplace is something that you need to get involved with. Now that you’ve identified the problem and discussed it with those involved, ask yourself if it’s something that your employees can handle amongst themselves. By encouraging the team to handle low-level conflicts on their own, it helps empower them and holds everyone accountable for their words and actions.

5. Take action when necessary

So how do you know when it’s time to step in? There are a number of situations that are more serious and you may need to take action when any of the following occur; has friendly banter turned into discrimination or bullying? Has someone used language that is threatening or aggressive? Are there allegations of harassment? If workplace conflict is well-known amongst the team then it may also disrupt productivity levels and staff morale. It would be a good idea for management to deal with these situations to help resolve them quickly and effectively.

6. Timing is key

When needed, it is best to take immediate action when trying to resolve workplace conflicts. Dealing with the situation as soon as possible will help minimise disruption and will also prevent other employees from getting involved. Furthermore, if a team member has come to you with a concern, then by dealing with it straight away you are showing them that their thoughts and feelings are valid and important to you.

7. Listen to all sides

It’s vital that you allow everyone involved in the conflict to present their side of the story in a safe space, without interruption. Practice active listening, remain impartial and if all involved parties are having the discussion together, focus on each individual account. In a lot of cases, employees will be more inclined to come to a peaceful solution if they feel as though their concerns have been listened to and been taken seriously.

8. Know when to include outside help

Wherever possible, it is best to try and keep workplace disputes between the employees involved and management. However, in certain cases, this may not be possible. Smaller companies without a specific Human Resources department may wish to seek outside help from a third-party HR company and in cases where potential legal issues are involved, it could be beneficial to involve a mediator or legal professional.

9. Document the process

Throughout this entire process, it may be helpful to keep track of every step along the way. Document or record each conversation that has been had with the employees, as well as any disciplinary meetings that may have arisen as a result. Not only will this information be vital during an appeals process, it will also help you keep an eye on employee behaviour over time and help prevent similar situations from happening again.

10. Create a comprehensive solution

Hopefully, by following the above steps, you will be able to gain a clear and thorough understanding of any workplace disputes and therefore, be able to steer your employees towards a solution that suits everyone. During this process, try to think of a way to ensure that the outcome also benefits your company in the long run. Is there a way to resolve this conflict in a way that also prevents it from happening again in the future?

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