How to Handle Workplace Conflict

Conflicts between employees should be dealt with before they get worse.

Personal conflict is stressful but can be even more so at work. Since we spend so much time at our jobs, even a small conflict can lead to substantial cumulative workplace stress. Some problems will resolve themselves over time, but most of the time the situation just gets worse and turns the workplace into a toxic environment. Conflict resolution techniques bring both parties to the table in the hope that the problem can be resolved to everyone's satisfaction.

Instructions

1. Blame the problem, not the people. If you are one of the people in the conflict, make an effort to understand the other person's point of view rather than just dismissing it as unreasonable. This doesn't mean you have to agree with the person, but looking at things from their perspective helps you distance yourself from the blame game and find a real solution. If you are a third party trying to mediate the situation, examine both sides of the issue and don't play favorites.

2. Set up a meeting. A formal discussion of the situation minimizes the emotional aspects of the conflict and helps people discuss the issues objectively. Establish ground rules such as not assigning blame and not making personal attacks. Often it helps to have a neutral person there to act as arbitrator, but be sure this person is unbiased and isn't going to give even the appearance of favoritism. Both parties should agree to the arbitrator.

3. Acknowledge the problem. Never dismiss someone else's concern as trivial. It might not mean much to you, but if it's important to the other person, then it is an important matter. Describing the perceived problem starts laying the groundwork to getting both parties to find a solution.

4. Discuss options. Everyone involved should be invited to brainstorm possible resolutions without judgment. Both parties need to be open to outside solutions and hear them without dismissing them outright. Focus on the positive aspects of proposed solutions rather than reasons why they won't work. Conflict resolution is not about finding a winner and a loser. It is about discovering a way to defuse the situation, reduce workplace stress and let everyone get back to their jobs. Try to create a solution which benefits both parties even if they both have to give up a little as well. Emphasize the positive aspects of the solution. In some cases, if the conflict doesn't directly impact company operations, the best solution may be to agree to disagree. The simple act of talking out a workplace conflict and hearing each other's position can reduce tension.

Tips & Warnings

• Keep things civil. If anyone becomes too emotional, it may be necessary to postpone the meeting for another time to give everyone a chance to calm down.

References

• Business Know-How: How to Resolve Workplace Conflict