Home > Blog > Defining a Conflict Resolution Process in the Workplace
A conflict in the workplace can cause work to be a distracting and tense environment, and the bad vibes can affect not only the people in conflict but also everyone around them. Most workplaces have a variety of processes and procedures that need to be followed in many aspects of work, but they don’t always include how to handle a conflict. Defining a conflict resolution process in the workplace is the best way to be prepared for disputes and disagreements before they happen.
Why a Conflict Resolution Process Matters in the Workplace
No matter the kind of workplace you’re in, conflicts are inevitable. Sometimes, these disputes are minor and can resolve themselves. In other cases, you may have to take decisive action to not only resolve the conflict but also reduce tensions in the future.
Without a conflict resolution process in place, you and the management team are often scrambling to figure out what to do when conflicts arise. This can lead to various issues, like increased stress, low morale, poor customer service, and more.
Overall, your conflict management strategy should focus on:
- Improving communication skills
- Fostering positive feelings among co-workers
- Drafting formal conflict resolution processes
- Assigning ownership of these processes so people know who to confide in
Things That Trigger Conflict
To prepare a conflict resolution process in the workplace, it helps to brainstorm causes of conflict. Here are some of the things that may trigger conflict:
- Personality Clashes – Conflicting communication styles, preferences, or personal values.
- Ineffective Management – Poor planning can lead to issues like staffing shortages, role confusion, or high-stress situations.
- Poor Communication – When one or both parties can’t communicate effectively, misunderstandings can lead to conflict.
- Organizational Changes – Company growth or restructuring can create stressful changes, leading to strong emotions and conflict situations.
- Dissimilar Cultural Backgrounds – Sometimes, conflict arises from cultural misunderstandings or prejudice.
Sometimes conflict is as simple as a difference of opinion on the best work procedures. Conflict can also be set off when people are dealing with a lot of stress outside work and become reactive in the workplace because of that.
Key Principles of a Conflict Resolution Process
Most managers assume conflict resolution is an innate trait that requires a certain level of emotional intelligence and experience. However, by developing processes and systems, all leaders can manage conflict effectively.
The core components of conflict resolution include:
- Fairness and Neutrality – Picking one side can make the other party feel angry or dismissed. It’s imperative to maintain objectivity with each conflict. It’s also crucial to respect everyone involved and ask for the same in return.
- Clear Communication – When two or more people are involved in anything, communication breakdowns can occur. Focus on clarity when identifying the problem or drafting an agreement.
- Active Listening – Don’t just listen to find out details about the incident. Active listening means you acknowledge each person’s feelings and show you understand their perspective.
- Documentation and Follow-Up – Just because the arguing has stopped doesn’t mean the conflict is resolved. Document everything and follow up with each party to ensure they’re moving forward in a healthy way.
The Role of Managers and HR in Conflict Resolution
Effective conflict resolution begins with the leadership team. You can’t expect workers to handle conflicts on their own, especially with no one providing guidance or support. Managers must take an active role in conflict resolution, helping with tasks like:
- Facilitating Conversations – These can be with all parties involved or as one-on-one meetings to discuss what happened and the next steps.
- Setting and Enforcing Ground Rules – When anger and other emotions are high, people may lash out or escalate the situation. Managers must set the tone and step in if things are getting too tense.
- Ensuring Fairness – Regardless of how the conflict started, each party deserves respect and a chance to share their side. Managers shouldn’t practice favoritism.
- Offering Ongoing Support – Managers and HR leaders should follow up with individuals regularly after a conflict. There should also be support channels for workers to voice concerns or grievances so they can be addressed before resulting in more conflict.
Steps to Include in a Conflict Resolution Process
It’s unrealistic to think that you can avoid conflict altogether. The next best thing to preventing conflict from happening in the first place is dealing with it promptly and being prepared with specific steps to take to find a resolution. Examples of some things to include in a conflict resolution process in the workplace are:
1. Clarify the problem and its source.
Before any progress can be made in resolving conflict, it’s important that the problem is clarified. For some people, what comes before clarification is admitting there’s a problem at all, and then identifying the source of the problem.
- Why This Matters: A core part of conflict management is identifying the problem. After all, how can you resolve conflicts if you don’t know why they exist?
- How to Do This: Effective communication is one of the most effective conflict resolution strategies. Talk to all involved parties and try to find an objective source of the issue. If necessary, open anonymous channels for workers to share their own emotions freely.
2. Give each person a chance to tell their side of the story.
A manager or team leader should find a quiet place to allow the conflicting individuals to each tell their side of the story. Ground rules should be set, such as speaking in a calm way without dramatic emotions and without interrupting each other. The leader should practice active listening, which may include taking notes and restating each position as they understand it. Be aware of body language and avoid making assumptions.
- Why This Matters: Removing individuals from an active conflict is a great way to calm things down and resolve disagreements. This way, both parties can collect themselves in a more stress-free environment.
- How to Do This: If possible, take each person to a quiet area to discuss the conflict. In some cases, parties may need to leave the premises and return after they have calmed down.
3. Brainstorm possible solutions.
Conflict resolution requires the parties in conflict to brainstorm possible solutions. The common objective is to find a solution that works for both parties and for the good of the company. Have each party state what they’d like to see happen and brainstorm a way for each to get part of what they want. Try to find a solution that works for both parties. Decide on a plan of action and what’s expected of each individual.
- Why This Matters: The most effective conflict management style includes those involved in the conflict. You can’t expect people to resolve differences if they’re not part of the conversation.
- How to Do This: Problem-solving when relationship conflict arises requires excellent communication skills and the avoidance of assigning blame. Brainstorm with each party and compare possible solutions.
4. Evaluate progress.
Once you’ve determined what needs to happen next, plan to have a follow-up meeting to see if things have settled down. Be prepared to take action if the problem resurfaces or if the solution you decided on isn’t working.
- Why This Matters: You can’t manage conflict with a single meeting. Part of success means helping each party build a healthy relationship while at work. Ongoing evaluations help keep everything running smoothly.
- How to Do This: Set up times to meet with each party to discuss how things are going. Write down key takeaways from these meetings to determine if further action is needed.
5. Get outside help if necessary.
Some conflicts may continue to intensify, which means they’re continuing to disrupt a peaceful work environment. There are times when outside mediation is the best solution. Having an impartial third party involved can deescalate a tense situation and help people work through their differences.
- Why This Matters: Sometimes, conflict management means knowing when you need help. Outside mediators can help handle conflict more effectively and prevent future incidents.
- How to Do This: Look for professional conflict management coaching or training opportunities. These courses can help you strengthen your skills and offer new perspectives on managing different personalities.
Common Mistakes in Workplace Conflict Resolution
As you build these conflict management processes, avoid these common pitfalls:
Ignoring the Problem – Conflicts often simmer beneath the surface before escalating into arguments or physical altercations. Addressing them early can prevent bigger problems later.
Taking Sides – Favoritism is counterproductive for two reasons. First, it can undermine the entire conflict resolution process. Second, it can trigger resentment among all workers, as they realize their needs are not treated equally.
Poor Communication – Never assume the other person understands what you’re saying. Be clear and ask for verbal confirmation and understanding from everyone involved.
No Follow Up – Just because you resolved a conflict in the moment doesn’t mean it won’t flare up again. Ongoing check-ins and support can not only prevent future conflicts but also strengthen your workplace culture.
Unclear Policies – Once your conflict resolution plan is drafted, make sure everyone is aware of the policies and how they will be enforced. Also, managers must maintain consistency when enforcing the rules to ensure long-term success.
When to Seek Outside Help
Although it’s often best to handle conflicts internally, it may make sense to explore other options. The benefits of utilizing a professional mediator include maintaining fairness and objectivity, and learning more effective conflict management styles.
Some common reasons to seek professional conflict resolution services include:
- Repeat conflicts
- Sensitive conflicts that may involve personal details
- Conflicts that could pose legal risks to the company
Defining a conflict resolution process in the workplace can help you to be prepared to quickly address conflict whenever it happens. To become more effective at handling difficult workplace conflicts, consider conflict resolution training.
Reach out to Pollack Peacebuilding Systems to learn more about resolving a conflict or getting staff members trained.
