People don’t have to like each other, but they need to be respectful
Workplace conflict is a natural part of any organization.
Whenever people are put together in close quarters and asked to perform, tension and differing perspectives are bound to surface.
Each organization will have its own unique set of stressors, but typical causes of conflict can include:
•differing work styles
•lack of communication
•lack of access to information
•lack of resources
•competing deadlines
•personality clashes
Understanding the causes of conflict and knowing how to calmly handle it when it arises is an important aspect of organizational success. An organization with a strong conflict resolution culture will spend more time meeting clients’ needs and less time intervening in employee disputes.
This type of organization will be a living example of a healthy workplace and will be more likely to retain happier, more productive employees.
How to create a conflict competent work culture
Effective conflict resolution is all about empowerment and prevention. To create a conflict competent work culture, an organization must create a process for conflict resolution, complete with resources and tools to assist employees in managing their own conflicts before they escalate to the point where others need to get involved.
Employees need to be trained in the process and its principles must apply to all levels of the organization, regardless of title or role.
There needs to be a strong degree of trust between employees and management to make a conflict resolution process work.
The organization must be committed to the process and create an environment where staff can apply the techniques, without fear of reprisal.
By allowing employees the platform to work out minor differences with each other and providing them with tools to do so, an atmosphere of respect and productive problem-solving is created.
People don’t always have to like each other; however, they do need to be respectful of one another and create an environment fit for healthy collaboration.
7 steps to conflict resolution
The seven step model for conflict resolution, developed by Workplace Safety and Prevention Services (WSPS) in Ontario can come in handy as employees prepare to tackle conflict.
Step 1: State how you see the situation and how you feel about it
Sometimes conflict is based on a simple misunderstanding.
Making someone aware of how you’ve interpreted the situation and how it has made you feel can put you both on the same page and pave the way for clear communication.
Step 2: Explain how the problem affects them, you and others
Identifying common interests may motivate those involved to work toward a common solution that benefits everyone.
Step 3: Reassure
Nobody likes to feel as though they are being lectured. Remind them that you’re speaking with them about the conflict so that it can be resolved and that you want to maintain a positive working relationship.
Step 4: Ask what the problem is and listen to their viewpoint
Now it is their turn to communicate how they have perceived the situation. Listen openly. Once you understand where they are coming from, you have an opportunity to agree upon a solution to the conflict.
Step 5: Ask for a solution
Explore and discuss possible solutions with the goal of achieving an outcome everyone can be comfortable with.
Step 6: Get a commitment and give a commitment
Once a solution is reached, discuss what the next actions will be for each party. Be specific.
Step 7: Follow through on the commitments
Keep your word and hold the other party accountable as well.
As useful as this 7-step tool is, it is important to note it may not work in every situation and ideally should be used in conjunction with other employee support mechanisms.
Conflict of a violent or discriminatory nature, as well as situations involving bullying, harassment or high emotion, should involve other parties in order to protect the individuals involved.
In all conflict situations it is important to remember you are dealing with human beings and, unless there is willingness at the start to problem-solve together, the possibility of resolution becomes less likely.
It is at those times one has to re-evaluate and weigh options for going forward.
Involving HR
When appropriate, it’s always better if two parties can resolve an issue together before involving human resources.
When an issue makes its way to HR, the conversation changes, outcomes tend to be very different and options limited.
Conflict resolution techniques can produce win-win outcomes.
However, involving a third party to appoint a decision can leave one or both people involved feeling unhappy with the final outcome.
In addition, any growth or interpersonal understanding that could potentially be gained during the resolution process will be lost.
There will always be conflict in our personal and professional lives.
Knowing how to manage and cope when it occurs will lead to calmer, healthier and more productive workplaces.
An organization will be at its best when it has other policies and support mechanisms in place for staff so they feel equipped to deal with situations of all types.
Lori Lane is a workplace learning and performance specialist with Workplace Safety and Prevention Services (WSPS). WSPS operates under the Health and Safety Ontario banner and provides industry-specific health and safety products, training and consulting services to 154,000 businesses in Ontario’s agricultural, manufacturing and service sectors.
Whenever people are put together in close quarters and asked to perform, tension and differing perspectives are bound to surface.
Each organization will have its own unique set of stressors, but typical causes of conflict can include:
•differing work styles
•lack of communication
•lack of access to information
•lack of resources
•competing deadlines
•personality clashes
Understanding the causes of conflict and knowing how to calmly handle it when it arises is an important aspect of organizational success. An organization with a strong conflict resolution culture will spend more time meeting clients’ needs and less time intervening in employee disputes.
This type of organization will be a living example of a healthy workplace and will be more likely to retain happier, more productive employees.
How to create a conflict competent work culture
Effective conflict resolution is all about empowerment and prevention. To create a conflict competent work culture, an organization must create a process for conflict resolution, complete with resources and tools to assist employees in managing their own conflicts before they escalate to the point where others need to get involved.
Employees need to be trained in the process and its principles must apply to all levels of the organization, regardless of title or role.
There needs to be a strong degree of trust between employees and management to make a conflict resolution process work.
The organization must be committed to the process and create an environment where staff can apply the techniques, without fear of reprisal.
By allowing employees the platform to work out minor differences with each other and providing them with tools to do so, an atmosphere of respect and productive problem-solving is created.
People don’t always have to like each other; however, they do need to be respectful of one another and create an environment fit for healthy collaboration.
7 steps to conflict resolution
The seven step model for conflict resolution, developed by Workplace Safety and Prevention Services (WSPS) in Ontario can come in handy as employees prepare to tackle conflict.
Step 1: State how you see the situation and how you feel about it
Sometimes conflict is based on a simple misunderstanding.
Making someone aware of how you’ve interpreted the situation and how it has made you feel can put you both on the same page and pave the way for clear communication.
Step 2: Explain how the problem affects them, you and others
Identifying common interests may motivate those involved to work toward a common solution that benefits everyone.
Step 3: Reassure
Nobody likes to feel as though they are being lectured. Remind them that you’re speaking with them about the conflict so that it can be resolved and that you want to maintain a positive working relationship.
Step 4: Ask what the problem is and listen to their viewpoint
Now it is their turn to communicate how they have perceived the situation. Listen openly. Once you understand where they are coming from, you have an opportunity to agree upon a solution to the conflict.
Step 5: Ask for a solution
Explore and discuss possible solutions with the goal of achieving an outcome everyone can be comfortable with.
Step 6: Get a commitment and give a commitment
Once a solution is reached, discuss what the next actions will be for each party. Be specific.
Step 7: Follow through on the commitments
Keep your word and hold the other party accountable as well.
As useful as this 7-step tool is, it is important to note it may not work in every situation and ideally should be used in conjunction with other employee support mechanisms.
Conflict of a violent or discriminatory nature, as well as situations involving bullying, harassment or high emotion, should involve other parties in order to protect the individuals involved.
In all conflict situations it is important to remember you are dealing with human beings and, unless there is willingness at the start to problem-solve together, the possibility of resolution becomes less likely.
It is at those times one has to re-evaluate and weigh options for going forward.
Involving HR
When appropriate, it’s always better if two parties can resolve an issue together before involving human resources.
When an issue makes its way to HR, the conversation changes, outcomes tend to be very different and options limited.
Conflict resolution techniques can produce win-win outcomes.
However, involving a third party to appoint a decision can leave one or both people involved feeling unhappy with the final outcome.
In addition, any growth or interpersonal understanding that could potentially be gained during the resolution process will be lost.
There will always be conflict in our personal and professional lives.
Knowing how to manage and cope when it occurs will lead to calmer, healthier and more productive workplaces.
An organization will be at its best when it has other policies and support mechanisms in place for staff so they feel equipped to deal with situations of all types.
Lori Lane is a workplace learning and performance specialist with Workplace Safety and Prevention Services (WSPS). WSPS operates under the Health and Safety Ontario banner and provides industry-specific health and safety products, training and consulting services to 154,000 businesses in Ontario’s agricultural, manufacturing and service sectors.
