Conflict in the workplace is inevitable. Different personalities, working styles, and pressures can lead to misunderstandings or disagreements. Left unchecked, small issues can snowball into bigger problems that hurt morale, productivity, and even retention. The good news is that managers can take simple, proactive steps to resolve conflicts before they escalate. Here’s a step-by-step playbook to follow.
1. Spot the early signs
Conflict isn’t always loud or obvious. Watch for subtle signs like tension in team meetings, changes in communication patterns, or employees avoiding one another.
2. Address it quickly
Don’t let issues fester. The sooner you intervene, the easier it is to resolve the problem. Early action shows employees you care and prevents small frustrations from becoming bigger disputes.
3. Create a safe space for conversation
Bring the employees together in a private, neutral setting. Let them know the goal is resolution, not blame. A safe environment encourages honesty and openness.
4. Listen to both sides
Give each person uninterrupted time to share their perspective. Active listening without judgment helps uncover the root of the problem and builds trust in the process.
5. Identify common ground
Even in conflict, there’s usually a shared interest. Highlight where the employees agree, whether it’s about the team’s goals, respect for each other’s skills, or wanting a positive work environment.
6. Collaborate on solutions
Invite the employees to brainstorm ways forward. When both parties help create the solution, they’re more likely to buy into it and follow through.
7. Set clear expectations
Agree on specific actions each person will take and define what success looks like. Follow up to ensure commitments are being kept.
8. Document the resolution
For accountability and clarity, make note of the discussion and agreements reached. This protects both employees and managers if issues re-emerge later.
9. Reinforce positive behaviors
Acknowledge when the employees are making progress. Recognition reinforces cooperation and encourages continued improvement.
10. Know when to escalate
If conflict persists despite your efforts, involve HR or another neutral party. Sometimes professional mediation or formal processes are needed to resolve deeper issues.
Conflict isn’t something to fear. It’s inevitable, and when handled effectively, it can strengthen relationships, foster understanding, and improve teamwork. With proactive steps and a focus on resolution, managers can turn tense moments into opportunities for growth.
By Heather Nezich, courtesy of SBAM-approved partner, ASE.
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