Why conflict resolution skills are essential at work

Conflicts in the workplace are common and happen for a wide range of reasons. Learning how to handle these situations is an important skill, no matter your role or industry. 

Whether you’re dealing with a misunderstanding between team members, tension between departments, or a disagreement with management, conflict resolution skills can help you reach a mutually agreeable solution. By learning how to address common workplace challenges, you can improve your communication and problem-solving skills, and contribute to a positive workplace culture – which is good news for everyone.  

What is conflict?

Conflict is when two or more parties clash over needs, interests or opinions. In the workplace, these conflicts are often caused by different viewpoints, goals or values. Personality clashes, disagreements about resource allocation (like budgets, team members or supplies), stress-related tensions – no workplace is completely immune to these struggles. Understanding the nature of the conflict is essential to finding ways to manage and resolve it.

Conflict resolution – definition

A simple definition of conflict resolution is ‘finding a solution to disagreements’. It’s the process of understanding and addressing the causes of conflict, while aiming to find a beneficial outcome for everyone.

Understanding this conflict resolution meaning is the first step towards developing your skill set. The next step is learning how to recognise conflicts as they arise, and being able to identify who is involved and why it has occurred. 

At the heart of conflict resolution is the problem-solving process. This step involves identifying possible solutions that address the concerns of all involved. Once potential solutions are on the table, negotiation can take place with the aim of finding a middle ground. 

Causes of conflict in a working relationship

Various factors can trigger disputes in a working relationship. Here are some common issues that can cause conflict at work. 

Communication issues

Misunderstandings are a common source of conflict. They often occur as a result of poor communication, lack of transparency, and different communication styles. When messages or instructions are unclear, it can lead to confusion, frustration and disagreements. Establishing clear communication channels is important in reducing these misunderstandings.

Differing personalities

Having a diverse set of personalities in a team can benefit a workplace’s performance and overall culture. However, differences can also lead to friction. Different working styles or approaches may clash, especially if there is a lack of understanding and tolerance between team members. Different personalities may also communicate in different ways, which can lead to confusion and disagreements. 

Competing priorities

In any organisation, people and teams often have different deadlines, goals and priorities. This can become a problem when the objectives of one person or team directly clash with those of another. For example, in car manufacturing, the design team might prioritise form, while the engineers prioritise functionality, and the finance team prioritises budget. This can cause tension between the teams and affect operational costs, especially when an inability to agree delays projects.

Lack of resources

A lack of resources (that is, access to things employees need to do their jobs, whether it’s budget, equipment or time), can lead employees to feel like they need to compete with others. When a group of employees has access to resources that another department or team might not, conflict can arise. 

Unrealistic expectations

Unrealistic or unclear expectations can be major causes of conflict in the workplace. Long-term goals that are unrealistic can impact employee self-esteem and motivation, as well how well a team works together.  

Office politics 

Office politics are a part of every workplace. It’s where people create or manipulate situations to help them move up the career ladder, gain approval of senior leaders, or give them an unfair advantage over co-workers. When left unchecked, they can lead to unhealthy dynamics and internal competition. Office politics can see people prioritise their own agenda over the team agenda, and can lead to competition for recognition and resources. These dynamics often disrupt team cohesion and lead to conflict. 

Work-life balance issues

Workplace conflicts can also stem from issues affecting work-life balance. Unrealistic workloads or inappropriate colleague behaviour, such as constant interruptions, can lead to resentment and disputes, especially if they affect personal time or well-being.

Stress

External stressors, whether personal issues or within the larger work environment, can impact a person’s behaviour and communication style. Under stress, people are more likely to create conflict because they feel agitated and emotions are running high.

How do you respond to conflict?

Responding to conflict in a constructive way is an invaluable skill in the workplace. Here are some ways you can approach and resolve conflicts with co-workers, tailored to various scenarios. 

Healthy ways of resolving conflict

Learning how to resolve conflicts in the right way, at the right time can keep situations from escalating. Healthy approaches to solving disagreements should encourage the warring parties to compromise and find a mutually acceptable solution. Here are some tips for productive conflict resolution:

• Address conflict early on: this can prevent a problem from escalating into a bigger issue. Early resolution often leads to more efficient solutions.
• Maintain clear and respectful communication: it’s important to express your views clearly while also respecting others’ views. Actively listen to everyone involved without interrupting, to properly understand their viewpoint.
• Take ownership of your feelings and concerns: use ‘I’ statements to express how you feel and what concerns you have. This gets your point across without blaming or accusing others.
• Find solutions that benefit all: aim for a win-win outcome where possible, and be open to teamwork and collaboration.
• Keep emotions in check: it’s important to remain calm and composed. Allowing emotions to take over will only escalate the conflict. 

Unhealthy ways of managing and resolving conflict

It’s equally important to recognise and avoid unhealthy practices that can make workplace conflicts worse. These include:

• Ignoring the conflict: this allows it to build over time and can lead to resentment and bigger issues in the future.
• Shifting blame: blaming others, rather than focusing on resolving the issue, shifts focus from the problem to finger-pointing.
• Passive-aggressiveness: indirect hostility, such as sarcastic remarks or backhanded comments, can make a conflict worse. 
• Emotional outbursts: losing control of emotions during a conflict, such as through yelling or crying, can escalate the situation. 
• Public confrontations: addressing conflicts in front of others can make a conflict worse. It can embarrass those involved and negatively impact the wider team or workplace environment.
• Dwelling on past conflicts: avoid bringing up past issues during a current conflict. This can prevent moving forward and finding a solution to the current issue.
• Spreading negativity: sharing negative opinions or gossip about the conflict can create divisions within the team and lead to a toxic work environment.

Conflict resolution skills you can use at work 

Conflict resolution is a skill set that’s important across all roles and industries. If you’re interested in learning how to manage disputes constructively, here are some actions you can take.

Focus on solutions instead of blaming others

Avoid finger-pointing and instead focus on a solution that lays the groundwork for a more constructive and supportive work environment. 

Start by asking open-ended questions, to understand the exact cause of the conflict. By avoiding accusatory or leading questions, you create a safe space for an honest conversation. Encourage everyone to contribute their ideas and viewpoints, with an emphasis on working together to find a solution. During this conversation, agree on steps that can be taken to avoid the conflict arising again. 

By focusing on solutions rather than blame, you create an environment where conflicts are seen as opportunities for growth and improvement, rather than obstacles. 

Use ‘yes, and’ statements

The ‘yes, and’ technique is a handy tool in conflict resolution. Start by acknowledging the other person’s point of view by responding yes. This doesn’t necessarily mean you agree with everything they’re saying, but it shows that you’re listening and processing their point of view. It’s a way of validating their feelings or opinions, which can open the door for more productive discussion. 

Follow your yes with and, then add your own thoughts or suggestions. This shifts the conversation from a potential confrontation to a collaborative brainstorming session. It encourages both parties to contribute to the discussion and helps to come up with a range of solutions. 

For example:

Person 1: I think the logo design is dull and generic

Person 2: Yes, and I’m happy to provide more experimental options if we get an extension

Actively listen to the person that is explaining themselves 

Active listening is a skill that makes sure all parties feel heard and understood. This means putting away distractions, such as phones or other devices, and giving your full attention to the person speaking. 

Active listening also involves paying attention to body language and tone of voice. Non-verbal cues can often convey more than the spoken word, sharing the speaker’s emotions and perspectives.

Summarising what you’ve heard is a useful way to ensure you have correctly understood the speaker’s points. It also gives them the opportunity to clarify, reducing the chance of misunderstandings.

Maintain a calm tone 

Your tone is an important tool in verbal communication, and essential in conflict resolution. Maintaining a calm and controlled tone helps in managing emotions and sharing your points without adding fuel to the fire. 

Communicate your feelings and concerns in a way that is direct yet respectful. Using ‘I’ statements allows you to express how you feel without placing blame. Use a tone that is professional and respectful throughout the discussion. Make sure to avoid personal attacks, insults or demeaning comments. For example, instead of saying You’re so frustrating to work with, say I am feeling a little frustrated about…

Show willingness to compromise or collaborate 

It’s important to be flexible and cooperative when resolving conflicts. Show that you’re willing to compromise to reach a solution that suits everyone. Start by finding common ground. This could be shared objectives, mutual interests, or even common concerns regarding the conflict. Recognising these areas can provide a foundation for collaborative problem-solving.

Encourage open brainstorming where all parties can contribute ideas. This often leads to innovative solutions that might not have been considered before. It’s also important to be willing to compromise. This doesn’t mean abandoning your concerns, but rather finding a middle ground where the most important needs of all are met.

Don’t talk behind people’s backs

Gossip can cause long-term issues and undermine good workplace culture. Steer clear of internal politics and avoid discussing your work conflicts with others. Talking behind people’s backs adds tension to the overall team dynamics and impacts other working relationships, plus it never reflects well on the gossipers. 

Instead, approach the people involved in the conflict directly to discuss your concerns. Try to avoid pulling in people or teams that aren’t involved in the conflict. By being honest and transparent, you can resolve the issue and build a sense of trust at the same time. 

Don’t take things too personally 

When you’re in the middle of a dispute that you feel strongly about, it’s hard not to take things personally. But by understanding your triggers, you can better prepare with techniques or mindfulness to get through upsetting situations without feeling angry or hurt. 

Also try separating the person from the issue. Focus on the problem at hand rather than the person involved. By taking a step back and concentrating on the issue, you avoid personalising the disagreement, which allows for a more objective and productive discussion.

Prioritise resolving the conflict over being right

It’s more beneficial to find a solution than to insist on being right. With any conflict, the goal should always be to reach an outcome where all parties feel like their voices have been heard. 

Be prepared to forgive and move on from the conflict. This doesn’t mean forgetting what happened, but rather choosing to let go of lingering negative feelings. Forgiveness is a step towards rebuilding trust and creating a positive and cooperative working relationship.

Developing strong conflict resolution skills is important in your professional and personal life. It’s an essential part of building and maintaining healthy and productive relationships, and creating a supportive and harmonious workplace culture. The ability to manage conflicts is a valuable skill that enhances teamwork, improves communication, and leads to smoother and more enjoyable collaboration. By being open-minded, empathetic and understanding, you can turn workplace conflicts into opportunities to improve and grow.

FAQs

What are the different types of conflict that can arise in a workplace setting?

In a workplace setting, conflicts can occur from:

• personality clashes,
• differing viewpoints,
• resource allocation,
• structural issues,
• differences in values,
• conflicts of interest, and 
• competition for promotions or recognition.

How can I identify the root cause of a conflict with a colleague?

To identify the root cause of a conflict:

• engage in active listening, 
• ask open-ended questions to understand their perspective, 
• observe non-verbal cues, and 
• reflect on any recent changes or stressors in the work environment that might have contributed to the conflict.

What are some effective communication strategies for resolving conflict?

Effective communication strategies include active listening and using ‘I’ statements to express your feelings. You should try to maintain a calm and respectful tone, focusing on the issue rather than the person, and work with others on solutions that take everyone’s viewpoints into account.

How can I manage my emotions during a heated discussion?

Manage your emotions during a heated discussion by taking deep breaths and pausing before responding.Try to remind yourself of the goal of the conversation, and if necessary, request a short break to collect your thoughts.

Is it always best to compromise in a conflict situation?

While compromising can be a good way to reach a conclusion in a conflict, it’s not always the best approach. Make sure to assess the situation to determine if compromise, collaboration, or another conflict-resolution method would be best in achieving a fair outcome.

What should I do if a colleague is gossiping or badmouthing me?

If a colleague is gossiping about you, address the situation directly with the colleague in a calm and professional manner, without being too confrontational. Express how you feel about their actions and try to understand their perspective. If necessary, involve a manager or HR for mediation.