When Conflicts at Work Become a Problem,Try this Step by Step Approach to Successfully Managing Them!

By: Patty Prosser

Conflicts between people at work are inevitable and can oftentimes be productive. Especially if that conflict is respectful and centered around shared goals and objectives. But, when egos and hidden agendas become obvious and these conflicts begin to disrupt the work of others not directly engaged in the situation, they can become a bigger problem that needs to be dealt with. However, handling conflicts between two key people at work requires delicacy and strategy to ensure that the conflict doesn’t negatively impact the team or the organization as a whole.

As a Third-party Coach, I often become involved in helping organizations resolve conflicts between individuals. Here’s a tailored approach to managing conflicts that has proven effective for us:

1. Private Conversation: First, it’s important to initiate a private conversation with each of the key individuals separately. Allow them to express their perspectives, concerns, and feelings regarding the conflict without interruption. This demonstrates that their viewpoints are valued and encourages open communication.
2. Active Listening: Practicing active listening during these conversations, is also critical. Gaining an understanding of each person’s underlying interests, needs, and emotions, in an unbiased way is important. It’s important to validate their feelings and demonstrate empathy to build trust and rapport.
3. Remain Neutral: As a mediator, it’s crucial to remain neutral and impartial. Avoid taking sides or showing favoritism towards either party. Your role is to facilitate a resolution that is fair and beneficial to both individuals and the organization.
4. Identify Common Ground: Look for areas of agreement or common interests between the two parties. Finding common ground can serve as a starting point for resolving the conflict and building consensus.
5. Clarify Misunderstandings: Often, conflicts arise due to misunderstandings or miscommunications. Clarify any misconceptions or ambiguities to ensure that both individuals have a clear understanding of each other’s perspectives.
6. Encourage Empathy: Encourage both parties to consider the situation from the other person’s perspective. This helps foster empathy and understanding, which are essential for resolving conflicts effectively.
7. Explore Solutions Together: Brainstorm potential solutions collaboratively with both individuals. Encourage them to think creatively and explore alternative approaches to address the underlying issues.
8. Focus on the Future: While it’s essential to acknowledge past grievances, emphasize the importance of moving forward constructively. Encourage both parties to focus on finding solutions and working together towards common goals, and in the best interest of the organization.

And, once a resolution has been agreed upon, it’s important to implement it promptly. I always follow up with all parties involved to ensure that the solution is effective and sustainable, making adjustments if necessary to prevent similar conflicts in the future. I find that this follow-up with both individuals after a resolution has been reached allows me to assess progress and provide additional support as needed. Additionally, it’s important to schedule periodic check-ins to ensure the resolution is effective and that there aren’t any lingering issues that need to be addressed.

At the Center for Leadership Excellence, we believe that great leaders and great cultures create great organizations. Utilizing these practices to manage conflicts fosters a positive work environment that values respect, collaboration, and open communication.

Remember that conflicts are a natural part of any workplace, but how they are managed can make a significant difference in their impact on productivity, morale, and employee well-being. By addressing conflicts proactively and constructively, you can create a healthier and more harmonious work environment for everyone.

For more information on this and other leadership topics, please visit our website at www.cleindy.com or contact Patty Prosser, Coaching Practice Leader, at pprosser@cciindy.com or 317-727-6464.