5 Ways to Improve Conflict Resolution Skills in the Workplace

If you’re concerned about workplace efficiency, then you need to ensure that everyone — from the management team to your field workers and customer service representatives — knows how to handle conflict in the workplace.

In their recent Conflict at Work study, the Myers-Briggs Company found that over a third (36%) of workers deal with conflict often, very often, or all the time. That’s a lot of time dedicated to solving issues unrelated to process or production, costing managers an average of 4.3 hours a week as they try to resolve workplace conflicts.

Conflict may be unavoidable, but there are important benefits to successfully resolving conflict in the workplace. However, that requires your employees — and especially your leaders — to develop their conflict resolution skills.

Read on for a detailed look at why conflict resolution is so important, and for practical tips and strategies to enhance your employees’ conflict resolution skills in the workplace.

Importance of Conflict Resolution in the Workplace

Conflicts are so common in the workplace that team leaders can spend between 30%–40% of their time managing them. That’s largely because conflicts in the workplace can arise from multiple areas:

• Process conflicts arise from disagreements, confusion or misunderstandings of how work gets done. These are often the result of unclear communication about how to proceed, poorly-defined job roles or responsibilities and competing priorities between teams.
• Task conflicts are more granular and arise when there’s issues with either the content or expected outcomes of work. Unreasonable time constraints, unequal workloads, limited resources and unmet expectations can cause tension and stress, which will give rise to conflict.
• Relationship conflicts could be work related, such as when workers feel there is a lack of recognition or unequal power dynamics. However, these conflicts could also be entirely personal, such as when workers have different (and possibly clashing) personalities or work styles. Cultural differences or language barriers can further escalate tensions.

The biggest mistake you can make with any of these conflicts is to do nothing. Unresolved conflict is indicative of a break-down within your workflow, which highlights either an issue that needs to be addressed or a process that could be improved. Continued tensions will inevitably lead to higher amounts of stress, which will negatively affect the health and performance of your people and the organization as a whole.

On the other hand, when conflicts are managed effectively they can actually improve processes, stimulate progress and strengthen relationships — all of which enhances productivity and establishes a working environment where employees feel valued and understood. This leads to improved morale, an increased focus on tasks and a more efficient workflow.

Factors That Can Prevent Positive Conflict Resolution

The factors that cause conflicts can also make them more difficult to resolve. To improve conflict resolution skills among your employees, start by doing some self-examination to see if any of the following complications are present:

• Poor communication — Misunderstandings arise when information isn’t conveyed clearly or openly. A lack of transparency, withholding information or indirect communication — especially from leadership — can escalate tensions, as can a lack of good interpersonal skills.
• Lack of leadership support — Leaders who aren’t properly trained may lack important conflict resolution skills. No guidance from team or frontline leaders can cause conflicts to fester as employees may feel disempowered, ignored or fearful of addressing conflicts.
• Stressful environments — High-pressure settings can escalate conflicts and fear in the workplace, making positive resolutions harder to achieve. Stress can reduce patience, leading to emotional reactions that further complicate issue resolution.
• Cultural differences — Diverse backgrounds can create misunderstandings due to different communication styles, norms or conflict resolution approaches. When cultural differences are not acknowledged or respected, conflicts may intensify or remain unresolved.

Key Conflict Resolution Skills

Effective conflict resolution skills in the workplace promote a collaborative approach that ensures issues are addressed respectfully and effectively. Not everyone has the same set of skills or experience in resolving conflicts, so you’ll need to find ways to provide your employees with the following key skills:

• Proactive communication — Addressing potential issues early through open, honest and clear communication helps prevent conflicts from escalating. When employees know how to proactively share expectations and are encouraged to engage in dialogue, it’s much easier to ensure transparency within the workplace and reduce misunderstandings.
• Emotional intelligence — Employees need to know how to understand and manage their own emotions, while also being aware of others’ feelings. Empathy and self-regulation are essential for maintaining composure in tense situations and being able to resolve conflicts calmly and constructively.
• Active listening — Your leaders and employees need to know how to pay full attention to others without interrupting. This ensures that everyone’s viewpoints are heard and employees don’t feel ignored or dismissed. Active listening techniques help to foster trust, clarify issues and find common ground for resolution.
• Constructive criticism — Everyone needs the ability to give and to receive feedback in a positive, solution-focused manner. This is vital for encouraging improvement and resolving issues without putting people in a defensive mindset. Focusing on behaviors rather than personal traits allows for open discussions and helps resolve conflicts without damaging relationships.

Strategies for Developing Conflict Resolutions Skills at Work

You can’t put an end to conflict, so aside from addressing existing issues and promoting key skills, your organization should adopt effective strategies that support continuous improvement. Consider the following strategies for how you can enact ongoing positive conflict resolution:

• Be solution-oriented — When addressing conflicts, leaders should remember that the focus should always be on resolving the conflict rather than assigning blame. Keeping goals and desired outcomes front of mind will encourage discussions that lead to practical, mutually beneficial solutions.
• Set clear expectations — Consider whether roles, responsibilities and acceptable behavior need to be more clearly defined. Ensuring that expectations are clear will reduce ambiguity and can prevent some conflicts from arising in the first place. Being able to point to black-and-white expectations will make it easier to manage disputes when they occur.
• Establish constant communication — Look for ways that leadership can maintain open, ongoing communication with employees to identify potential conflicts early. Regular check-ins and follow-ups are essential to creating an environment where issues can be proactively identified and addressed before they escalate.
• Provide mediation when appropriate — Higher management should understand when and how to act as a neutral mediator when conflicts cannot be resolved at the team level or when the conflicts involve larger organizational issues. Leaders can act as ombudspersons — neutral or impartial managers who can provide a neutral perspective to facilitate fair and balanced resolutions.
• Have leadership model behavior — Leadership must constantly demonstrate the conflict resolution behaviors expected from employees. Managers and supervisors should understand how to show empathy, stay calm under pressure and address issues directly. The more that leaders are able to come to mutually beneficial outcomes, the more it will encourage employees to handle conflicts in a similar manner.

Real-world Example of Successful Conflict Resolution

There was one recent situation where one of our clients had to employ our Total Customer Focus (TCF) approach to resolve a very tense conflict with one of their own customers.

One of the participants in the TCF training session explained that, after years of successfully shipping millions of products to one of their customers, that customer had happened to identify one product unit that proved to be faulty after three months of utilization.

For the supplier, this was well-within an expected industry failure rate of one unit-per-million, but for the customer, this was unacceptable. Part of this disconnect is that both supplier and customer were in separate countries, so there were different cultural expectations, especially regarding the highest quality standards. The customer immediately demanded an explanation as to why the unit was faulty.

The request was understandable, but it was presented in a manner that was very aggressive, impatient and disrespectful of the amount of work that needed to be done to arrive at a fully detailed conclusion. The customer insisted on a fully detailed report and thorough analysis with regular updates every few hours.

The customer also refused to explain how this particular unit had been used within the previous three months, the environment it was used in or even the use case. So it was impossible for the supplier to determine if the unit had suffered damage while in use, or had been shipped in a faulty condition.

The situation became very stressful for the supplier, though they understood that their customer was also in a difficult situation, as they had to explain to their own customers why there was now a delay in their production.

To resolve the situation, the supplier employed a TCF approach in their communication. They:

• Empathized with the customer about the situation
• Carefully detailed the steps they had taken and were going to take to review the matter
• Were as transparent as possible about their ongoing analysis of the problem
• Made an effort to be as accurate as possible in an effort to restore the customer’s confidence
• Assured the client they were approaching the issue with the right amount of resources and that all appropriate personnel were focused on resolving the matter as quickly as possible

An important element of this reassurance was to regain control of the situation through clear and effective communication, which included assertiveness, proper tone of voice, appropriate body language and careful choice of words. This approach demonstrated that the supplier was confident in what they needed to do to address the issue.

Because the supplier was proactive, but not aggressive, they were able to relieve the tension of the situation. The client agreed to less frequent updates and reports, allowing the supplier the time and space needed to effectively review the issue and arrive at a full and satisfactory conclusion.

Within two weeks, a final report was released and the root cause was identified, which determined that both parties were equally responsible for the condition of the faulty unit. Both the supplier and client then took steps to review the root causes of the problem and set about addressing the issues on their ends. As a result, the matter was resolved to everyone’s satisfaction.

Resources and Tools for Continuous Improvement

If this is the first time your organization is attempting to address conflict resolution, it can be challenging to conduct the necessary self-assessments or implement recommended strategies. There are tools and resources you can turn to for assistance.

If you want to understand more about what conflict looks like and the different ways people approach it, start by reading about the different conflict resolution strategies. The Thomas-Kilmann Conflict Mode Instrument defines five different means of responding to conflict:

• Competing — Someone uses whatever power seems appropriate to win their position.
• Avoiding — The person tries to ignore the conflict or withdraws from it entirely.
• Accommodating — One party seeks to satisfy the concerns of the other or yields to their point of view.
• Collaborating — Both parties work together to try to find some solution that fully satisfies their concerns.
• Compromising — Both parties work toward an expedient, mutually acceptable solution that partially satisfies both parties.

While competing and avoiding are considered less desirable means of conflict resolution, there are situations when either approach may be warranted. Compromising is considered the most “balanced” approach and requires some concessions from both parties. Knowing how to recognize that certain people use some methods better than others and when to rely on them can be important in training people how to best resolve conflicts.

Team building programs and exercises such as skills-building workshops, mentorships and group activities are great ways to proactively address relationship conflicts. Even small things such as asking everyone on the team to share their wins for the week or giving a shout out to a co-worker during meetings can help to build a positive workplace culture.

To help address process and task conflicts, understand the differences between teamwork and collaboration and when to employ one or the other (or both!)

The best tool you have is always training. It remains true that not many leaders are trained in conflict management, and chances are that even fewer of your employees understand positive strategies for conflict resolution. Working with training professionals who understand how to identify points of conflict and how to align your teams and departments can make it easier to build and support positive conflict resolution skills across your organization.

FAQs

Why is conflict resolution important in the workplace?

Effective conflict resolution is essential to maintain a positive, productive work environment. It helps prevent misunderstandings from escalating, reduces stress and fosters teamwork. Successfully resolving conflicts helps to enhance communication, promote collaboration and boost employee morale. It also ensures smoother operations and can improve job satisfaction, leading to higher retention rates. Effective conflict resolution strengthens relationships and creates a culture of respect and cooperation, benefiting both individuals and the organization.

What are some common causes of workplace conflict?

Common causes of workplace conflict include unclear communication, poorly defined job roles or responsibilities and differences in personalities or work styles. Conflicts can also arise from competing priorities, unequal workloads, limited resources, unmet expectations, lack of recognition and unreasonable time constraints. Cultural differences or misunderstandings may further escalate tensions.

What are good methods for resolving workplace conflict?

Recommended methods for resolving workplace conflict include:

• Open Communication — Encourage honest, respectful dialogue to clarify misunderstandings.
• Active Listening — Ensure all parties feel heard by giving each a chance to share their perspective.
• Neutral Mediation — Bring in or act as a neutral third party to facilitate a fair resolution.
• Focusing on Solutions — Shift the discussion from blame to finding mutually beneficial solutions.
• Setting Clear Expectations — Establish workplace norms and guidelines to prevent future conflicts.
• Follow Up — Monitor the situation post-resolution to ensure the conflict doesn’t resurface.

How can conflict resolution be improved?

Improving conflict resolution in the workplace requires fostering open communication, actively listening to all parties, building emotional intelligence and addressing issues promptly and fairly. Managers and supervisors should set clear expectations for behavior, encourage collaboration and provide mediation when necessary. Leading by example is key to creating a supportive environment where conflicts are resolved constructively. Offering conflict resolution training and promoting a positive work culture can also help prevent disputes.