Disagreements in the workplace are not uncommon, so knowing as a manager how to deal with conflict is essential. Whether it’s miscommunication, clashing opinions, or disputes over how best to resolve an issue, managers who are equipped to effectively handle these situations can turn tension into an opportunity for growth and improved collaboration.
The need for conflict resolution skills is underscored by how often workplace conflict actually occurs. In fact, a study by The Myers-Briggs Company found that employees spend an average of 4.3 hours per week dealing with workplace conflict, and 36% say they experience it frequently or all the time. Additionally, poor communication is cited as the top cause. The challenge, then, is how to handle conflict at work as a manager—and how to do it in a way that helps maintain a positive, productive work environment.
In many cases, conflict at work can be resolved peacefully without involving a supervisor or the human resources staff. At other times, however, an everyday workplace conflict can escalate and lead to serious issues that require intervention or conflict management.
“Supervisors have to manage conflict and difficult situations the same way they would manage a budget or create a work schedule,” says G&A Partners Senior HR Advisor Michelle Schopper, who has more than 30 years of experience handling employee relations. “Many leaders will tell you that they hate conflict. But many times, that’s what prevents a leader from taking their department to the next level.”
Schopper suggests that supervisors assess their level of competency in managing conflict. Be honest in your self-assessment. Ask yourself: Do I avoid conflict? Do I competently coach staff in managing conflict?
After you’ve identified your gaps, engage in training to help obtain the skills you need for successful conflict management. Once you understand how to deal with conflict as a manager, you’ll be better equipped to empower your staff to do the same.
“Encourage and develop staff in managing conflict within the team. Both supervisors and staff should feel confident in managing conflict among each other and with customers.”
— G&A Partners Sr. HR Advisor, Michelle Schopper
Workplace conflict typically stems from underlying issues such as lack of communication, lack of definition for job responsibilities, or undefined processes. When employees experience these issues, they can start to feel stress, or even burnout.
When conflict does arise, and an employee needs assistance, it’s critical that there are clearly defined internal processes they can follow. Workplace issues often escalate when employees are embroiled in conflict and either don’t know what to do next, don’t feel they can involve their managers in the dispute, or don’t have any conflict resolution strategies to help de-escalate the situation.
Schopper encourages business leaders to create a work environment in which employees feel comfortable asking their managers for help. How managers handle conflict plays a key role in making this possible. This is another reason supervisors should receive basic conflict management training so they feel more equipped and confident to handle conflict when it does arise.
Below are five tips for managers to help front-line employees handle workplace conflicts:
Immediately Address the Issue
Often, a manager’s first response is to delay action when they identify a workplace conflict. The longer a conflict continues, though, the greater the impact it will have on your team’s productivity and morale. Instead of waiting for the animosity to boil over into a confrontation, address conflicts as soon as they arise. Understanding how to handle conflict at work as a manager means understanding the importance of acting early.
Meet With Employees Who Are Directly Involved
Conflict at work can pull in other employees. As other team members chime in and begin to take sides, what began as a simple disagreement can quickly divide an entire department. When you become aware of a problem, meet separately with only those directly involved in the conflict.
“One of the most powerful tools a leader can have is mediation skills,” Schopper says. “To effectively mediate, you need to hear both sides and meet with each person separately so there’s no competition when they are sharing their accounts of what occurred.”
Let Everyone Speak and Use Active Listening Skills
When addressing conflict, supervisors should strive to be impartial and understand all the facts. Active listening will help you to gather relevant information, understand the speaker through reflection and clarification, and retain information.
Learning how to deal with conflict as a manager also means creating a space for open dialogue, helping each employee feel heard and respected. Give each person involved the chance to explain their side of the story. Not only will this give your employees a chance to clear the air, but it will also help you get to the root cause of the issue.
Look For Creative Solutions
The goal of conflict management is to prioritize positive results as you resolve disputes, and being a creative problem solver is a key part of how managers handle conflict effectively.
After you’ve heard all sides of the disagreement, consult your company handbook and identify what, if any, policies are applicable to the situation. Then, consult with a human resources representative for a neutral perspective.
“The HR department can serve as a sounding board and provide recommendations,” says Schopper. But don’t rely on human resources to solely handle conflict resolution. Though the HR department can provide guidance, Schopper says, managers are closer to the employees and situation, and they should take responsibility for proactively resolving the issue.
Finally, meet with your employees again, give them your understanding of the situation, and encourage them to look for common ground that can help them come to a compromise. Once you’ve identified possible solutions, provide your employees with next steps. Then, outline what they should do if the conflict arises again and what to do if they can’t resolve it on their own. Include any disciplinary steps that will be taken if the situation does not improve.
Follow Up And Take Action
After your employees have come to an agreement or you’ve outlined a resolution plan, it’s important to follow up with them regularly. Many managers fail to take this critical step, which not only builds trust with your employees but also ensures that the conflict does not escalate or arise again in another form.
Further action may be needed if the conflict continues, such as scheduling employees for different shifts, moving team members to a different work area, implementing more serious disciplinary action, or putting an employee on a performance improvement plan.
While workplace disagreements are a possibility in any office, managers who know how to deal with conflict can ensure it doesn’t derail or negatively impact production or business activities. By utilizing effective conflict resolution strategies, your managers can encourage employees to speak up when issues arise, and they can effectively handle the conflict while maintaining a positive work environment.
How G&A Can Help
G&A Partners offers access to HR experts with years of experience helping businesses develop their employees, improve their workplace cultures, implement new HR processes and procedures, and more. Schedule a consultation with one of our trusted business advisors to learn more.
