As much as we all wish everyone in our workplace could get along all the time, this is not how things work. Arguments happen. Fights happen. You can’t ignore them and hope they will disappear. It’s your responsibility to resolve conflict and ensure a safe workplace.
If you have an HR department or work with an HR consultant, they can help you resolve conflicts between your employees. If you don’t, it’s time to learn how to handle conflict in the workplace.
Identify the cause of the conflict.
To effectively handle a conflict, you first need to understand it. Analyze the situation and identify the cause and source of the conflict. What is happening? Is there a misunderstanding caused by poor communication? Is there an argument between two of your employees because they have different values or priorities?
Or maybe someone feels they have not been treated fairly or are being pushed aside because of a stereotype. You can’t just observe the situation and conclude. You need to talk to your employees and try to understand their different points of view.
Ask questions and listen actively.
To fully understand the conflict, talk to all the employees involved and those who have witnessed arguments and problematic situations. Ask them open-ended questions instead of questions that can be answered with a yes or a no. Ask them what happened, how the events made them feel, and what outcome they hope for.
Be sure you actively listen to what everyone has to say and ask for clarifications when necessary. A good way to do this is to rephrase something they have said in your own words. You can also ask them to confirm whether you have understood them correctly.
Seek the help of an HR consultant if you can’t do it on your own
What if you can’t find a solution to resolve a conflict? You can’t avoid or endure it forever. Resolving it would help ensure that your workplace is a safe and productive environment for all your employees.
To do so, you might need a neutral third party, such as an HR consulting professional. They will investigate the situation, ask both parties involved in the conflict questions, and encourage them to collaborate to find a solution.
A professional who knows how to handle conflict in the workplace will know what to do so you can focus on your work. You can also be present for all your employees, not just those involved in the issue.
Propose different solutions to resolve the conflict.
If both parties are willing to work together to resolve the conflict, you only need to facilitate their collaboration.
However, if they are unwilling to compromise or collaborate, you might need to present them with different solutions that could resolve the conflict. Encourage discussion between them and help them choose a solution they agree on. Implement this solution as quickly as possible.
Show empathy for all the parties involved.
As you discuss the conflict with the parties involved, please show empathy for each. You might not agree with their point of view or understand how they feel about the situation, but try to put yourself in their shoes and acknowledge that their thoughts and emotions are valid.
It would help if you were also fair with all the employees involved in the conflict since you don’t want your actions and behaviour to become the source of another conflict. Show empathy and treat everyone equally.
Decide on the best strategy for the situation.
Different strategies exist for handling conflict in the workplace, and their effectiveness depends on the situation and the people involved. For example, in a situation where their relationship is more important than their issue, you could encourage them to avoid conflict.
Avoidance can also be an appropriate strategy when tensions are high. All parties need time to calm down before addressing the issue productively. But, of course, avoiding a conflict should never be used as a long-term solution.
Encouraging parties to compromise can be an effective way to handle conflict. Propose a solution they will both accept, even if it means they have to sacrifice. Encouragement of collaboration between parties can resolve a dispute. This would require them to discuss the issue together. They can work on finding a solution that meets all their needs and satisfies both of them.
