Conflict Resolution: 8 Strategies to Manage Conflict in the Workplace

Conflict in the workplace is a painful reality and a key reason for poor productivity and frustration. Sometimes, it’s easy to identify the root cause (or person) who started the conflict. Other times, there are too many differing opinions flying around. It might not even be possible to tell who started the conflict. But one point is clear: conflict doesn’t magically disappear. And most conflicts get worse the longer they’re ignored.

But when, exactly, should a boss step in to resolve disagreements at the workplace? Two people arguing over the last cupcake isn’t a cause for management to get involved, but the business owner might need to intervene if, for example, two managers are fighting and their subordinates have gotten caught up in it, too. They might also have to get involved if a conflict is affecting the mental health of other people in the office (even those who aren’t directly involved in the dispute).

Thankfully, business owners don’t have to take a “trial and error” approach to conflict management. While no two disputes are exactly alike, there are some basic guidelines to follow to manage conflict effectively. Here are eight strategies business owners and professionals alike can use to handle conflict in the workplace and restore the peace.

1. Understand the conflict situation.

When conflicts arise, there’s bound to be a lot of “he said, she said” explanations flying around. But these explanations aren’t always accurate. The prudent business owner will take time to have a better understanding of every other person’s viewpoint before diving into resolutions.

2. Acknowledge the problem.

Sometimes, after taking time to understand the situation, a business owner might feel that the conflict is trivial or unimportant. But simply acknowledging the problem and telling the parties involved that their frustrations are valid is an important step. It’s important to remember that each person’s perspective is valuable to them; if it wasn’t, they wouldn’t be fighting about it!

Even if a business owner’s own feelings about the conflict aren’t strong, this isn’t the time to be dismissive.

3. Be patient and take time with conflict management.

The old adage, “Haste makes waste,” has more truth in it than one might realize. It’s essential for mediators to take plenty of time to evaluate all information. A too-quick decision does more harm than good when it turns out to be the wrong decision and further alienates the individuals involved.

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4. Avoid using coercion and intimidation.

Emotional outbursts or coercing people into a “resolution” may stop the problem temporarily, but it is far from a long-term solution (and they’re just poor communication skills, too). Odds are the problem will resurface, and the other party will be even angrier because of how the situation was handled.

5. Focus on the problem, not the individual.

Most people have known at least one “problematic individual” during their work experience. “Person X” might not be the most congenial person, or maybe they work in close proximity with a person whose personality just doesn’t mesh, which causes frequent arguments.

If Person X has repeatedly been a central point of conflict, it might be easy to approach all this with an attitude of “Person X is the problem to solve.” But prudent business owners don’t take that attitude right away. Instead, their mediation focuses on resolving the problem, not the people causing the stress. This helps them stay solution-oriented rather than getting bogged down in complicated feelings about a person.

Of course, sometimes there’s no avoiding the fact that a person is the cause of the problem. But it’s smart for business owners to ensure that emotions aren’t clouding their judgment when they arrive at that conclusion.

6. Establish guidelines.

Before conducting a formal meeting between individuals, it can be helpful to get both parties to agree to a few meeting guidelines. For example, a mediating business owner might ask both parties to express themselves calmly during the meeting, as unemotionally as possible. Or maybe they’ll need to agree to have an HR representative present, and each person will have a dedicated time to present their side of the story.

Meeting guidelines can help facilitate conflict resolution by reducing the risk of yelling, name-calling, and other communication problems that can have a negative impact on the situation.

7. Keep the communication open.

The ultimate goal in conflict resolution is for both parties to resolve the issue between themselves. A smart business owner allows both parties to express their viewpoint without shutting anyone down; both parties should leave the meeting feeling heard. Of course, a mediator can share their perspective where appropriate, but the goal is to get the two parties to talk it out and ease the tension in their relationship with the help of the third-party, not by force.

And if it’s not possible for the parties to resolve their conflict or compromise in this meeting, keeping communication open is vital for the manager to get all the information needed to make a decision for the business’s welfare.

8. Act decisively.

Once a mediating business owner has taken time to gather information, talked to all the parties involved, and reviewed all the circumstances, it’s time for them to make their decision and act. It’s important not to leave the issue in limbo. Taking too long to make a decision could damage the business owner’s credibility and their employee’s perception of them. They may view the owner as either too weak, too uncaring (or both) to handle the problem. Not everyone will agree with the owner’s decision, but at least they will know where the owner stands.

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Disclaimer: The content on this page is for information purposes only and does not constitute legal, tax, or accounting advice. For specific questions about any of these topics, seek the counsel of a licensed professional.