How a company manages conflicts can directly impact its overall success. Do you know how to improve conflict management skills at your company?
It’s no secret that there is a lot of conflict in our world. Social issues. Inflation and economic concerns. Labor disputes. Elections. Hybrid work environments. All these concerns are laden with emotion. And we live in societies that are becoming more polarized. Some of that emotion and polarization is spilling into the workplace – leading to an increase in workplace conflicts at all levels of the organization. How a company manages these conflicts can directly impact its overall success, affecting both employee performance and company culture. Do you know how to improve conflict management skills at work?
Why is Conflict Management a Hot Topic Now?
Workplace conflicts are disruptive to a company’s productivity and culture. Harvard Business Review called out that conflict between employees, “pulls down both individual and team performance; for many, work is not a safe space.” Business leaders and HR managers are tracking several concerning trends.
Conflicts at Work Are on the Rise
Workplace consultant Zoe Wigan recently pointed out that, “the nature, volume and intensity of [workplace] conflict is swelling significantly.”
The modern workplace is undergoing significant changes, with hybrid and remote work arrangements, evolving team structures, and increased diversity. These shifts can result in miscommunications or clashes of opinions, which may go unresolved if proper conflict resolution skills are not in place.
Additionally, with the rise of project-based work and cross-functional teams, the chances of disagreements increase as people from different departments, locations, or even cultural backgrounds collaborate.
Conflicts Drag Down Performance
Conflicts are distracting. Instead of focusing on achieving team goals, employees embroiled in disagreements can become unproductive, leading to missed deadlines, errors, or reduced efficiency. In some cases, unresolved conflicts can cause individuals to avoid working with certain colleagues, leading to communication breakdowns and operational silos. Left unchecked, this can drag down performance across the board.
Conflicts Damage Culture
Workplace culture is one of the most significant indicators of company success, and unresolved conflicts can quickly erode it. Toxic environments can develop when employees feel tension, unease, or distrust in their relationships. This not only hurts morale but can also lead to higher turnover, employee burnout, and difficulty attracting top talent. As a company’s culture deteriorates, so does its ability to innovate and collaborate effectively.
Who Needs to Know How to Improve Conflict Management Skills?
The ability to manage conflict is no longer a trait that’s “nice to have” – it’s essential for maintaining a productive, healthy work environment.
Managers Have the Primary Responsibility
In one recent Gartner survey, 57% of managers say they are fully responsible for resolving conflicts among their direct reports.
Managers are on the front lines of workplace conflicts, and their ability to manage disputes within their teams can make or break a team’s, or even the entire company’s, performance. They need to be equipped with the skills to not only address conflicts when they arise but also to prevent them from escalating in the first place. This involves understanding different personality types, communication styles, and underlying issues that may drive conflict.
Effective managers need to know when to mediate directly and when to escalate conflicts that require higher-level intervention.
Senior Leaders Play a Critical Role
Senior leaders often face high-stakes conflicts, especially during times of organizational change. Whether a company is undergoing a period of rapid growth, downsizing, entering new markets, or navigating strategic transitions, these moments of stress can bring about disagreements and conflicts.
Senior executives must navigate differing opinions, competing priorities, and political dynamics at the leadership level. Their ability to handle conflict gracefully sets the tone for how the rest of the company approaches disagreements.
Team Members at All Levels Need Conflict Management Skills
Conflict is not limited to management. It happens between peers, across departments, and even with external partners and clients. Everyone in the organization should have basic conflict management skills to maintain healthy working relationships. Employees need to feel empowered to address issues head-on and with respect, rather than letting grievances fester.
By encouraging team members to engage in open dialogue and resolve conflicts independently, companies can create a more cohesive and collaborative environment.
How to Improve Conflict Management Skills in the Workplace
By equipping managers, leaders, and employees with the skills to address and resolve conflicts constructively, companies can create a culture that turns disagreements into opportunities for improvement.
Set the Tone from the Top
Creating a company culture where conflict resolution is a priority starts with your senior leadership team. Executives and senior leaders must model the behavior they expect from others, demonstrating open communication, empathy, and active listening. Leaders should also reinforce the message that conflicts are a natural part of business and, when handled properly, can lead to better outcomes. Setting this tone at the top supports the development of a psychologically safe environment where employees feel comfortable addressing disagreements constructively.
Invest in Trainings on Conflict Resolution
Formal training programs are an excellent way to equip managers and employees with the tools they need to resolve conflicts effectively. Conflict resolution workshops can teach participants how to identify the root causes of conflicts, facilitate productive conversations, and develop win-win solutions. These programs can be particularly helpful in developing emotional intelligence, which plays a key role in recognizing and managing emotions during tense situations.
Training should cover:
- Active listening techniques: Encouraging individuals to truly listen to the other party’s perspective.
- Emotional regulation: Helping employees remain calm and composed, even in heated situations.
- Negotiation and compromise: Teaching people how to find common ground and to collaborate in finding a solution.
Mentor or Coach New Managers
New managers may not have had the opportunity to develop their conflict management skills, especially if they were promoted from technical or individual contributor roles. Pairing new managers with experienced leaders through coaching or mentoring opportunities can give them real-world examples of how to handle difficult situations. This approach allows for immediate feedback and guidance, helping new managers build skills and confidence in managing their teams’ dynamics.
Recognize and Reward Conflict Resolution
One of the most effective ways to reinforce the importance of conflict management is to recognize and reward employees who demonstrate these skills. Whether it’s through formal recognition programs, performance reviews, or simply praising an employee for handling a difficult situation well, acknowledging good conflict management can encourage others to develop their own skills.
Additionally, companies can highlight success stories in company meetings or newsletters, showcasing how resolving conflicts has led to improved team performance or stronger collaboration.
Additional Tips for Conflict Resolution Success
- Emphasize Open Communication: Creating a culture where employees feel comfortable expressing concerns is crucial. Regular check-ins, team-building activities, and open-door policies can help foster communication, making it easier to address conflicts before they escalate.
- Understand Individual Differences: Not all conflicts are created equal. Some arise from personality clashes, while others stem from miscommunication. Taking the time to understand individual differences can help teams navigate conflicts more effectively.
- Be Proactive: Rather than waiting for conflicts to escalate, encourage employees to be proactive in addressing issues. Teach them to view conflict as a problem to be solved, rather than a personal attack.
Improving conflict management skills within your organization is essential to maintaining a productive, collaborative, and positive work environment. Conflicts, when managed well, can lead to growth, innovation, and stronger relationships between team members. Whether through leadership modeling, training programs, or proactive communication, investing in conflict management will yield long-term benefits for both performance and culture.
If you are initiating a conflict resolution initiative at your organization, download our Competency Management Toolkit for ideas on how to define, assess, track, and measure conflict resolution skills. Or contact us to see if Avilar’s WebMentor Skills™ can support your team.
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