Although conflicts at work are quite common, they can easily get out of control and affect team performance. To solve them, you need to get to the root of the problem.
Studies reveal that 40% of Portuguese workers have experienced some type of conflict at work. Another North American study estimates that employees spend approximately 2.8 hours per week involved in conflict.
In addition to falling productivity and associated costs for companies, conflict at work contributes to worker stress and dissatisfaction, low morale, poor performance and high rates of turnover and absenteeism.
But is it possible to manage conflicts effectively? Is there a method that restores order and cooperation? Yes there is. Know how!
What are the most common causes of conflicts at work?
It is personality differences and adversities in the workplace that give rise to conflicts at work. The truth is that disagreements and arguments in an environment where several people cooperate end up being inevitable.
But the objective is not to eliminate them completely – because that is not possible – but, rather, to manage conflicts efficiently. To do this, it is necessary to investigate the origins of conflicts at work.
The main causes of conflict situations in the workplace include:
- Poor distribution of tasks;
- Different ways of working;
- Lack of communication;
- Divergent objectives;
- Internal competition;
- Clash of personalities;
- Lack of work processes;
- Pressure at work;
- Problematic leadership;
- Scarcity of resources (computers, meeting rooms, printers, etc.)
It is essential that managers and human resources teams pay attention to interpersonal relationships at work to detect problems in time and begin conflict management, creating an action plan.
The importance of conflict management in productivity
Did you know that the existence of conflicts at work can reduce team productivity by 20%? At the end of the year, this causes costs for companies.
When there are systematic episodes of arguments, heated exchanges of words or constant tensions between employees, it is difficult to regain a normal level of concentration.
Workers are unable to focus on their tasks and can completely lose motivation and joy at work. Many end up missing a few days to deal internally with disagreements.
To avoid this, companies must anticipate a conflict management system, in which collaboration, mutual respect and belonging are valued.
All workers must feel equally integrated, valued and with the same opportunities.
7 strategies for dealing with conflict management at work
The first step to any conflict management begins with communication. But it is essential to learn to listen and communicate appropriately. There are also some actions that can be applied in the work routine to avoid misunderstandings and disputes.
Follow these practical strategies to handle conflict management correctly in the workplace!
1. Listen to everyone involved impartially
Conflict management begins with identifying the problem. Take some time to investigate its origins and listen to all parties involved. It is important to remain impartial, do not criticize or issue warnings and interruptions.
Talk individually with each of the parties involved in the conflict and find out who is involved, what the heart of the problem is and what the possible causes are.
Focus on the facts and pay attention to contradictions, similarities and differences in point of view. This way, you will have enough information to know how to proceed.
2. Promote constructive dialogue from the beginning
Once you know what needs to be resolved, open the doors to constructive dialogue between all parties. Encourage frank and assertive conversation.
Let both sides express their feelings and views, but without ceasing to stick to facts and look for positive solutions.
At the same time, promote positive communication internal to the organization. Clear and direct communication can help clarify rumors, such as the idea that an employee will be promoted out of friendship with the manager. And it can resolve or avoid conflicts.
3. Clearly define roles and responsibilities
Many conflicts at work occur when members of a team are not sure of each other's responsibilities and do not accept the assignment of certain tasks.
Therefore, it is important to clarify the roles of each employee. Indicate deadlines and how to complete tasks. And ensure that everyone understands how each person contributes to the overall goal of the organization.
Another aspect that is also relevant in conflict management is the definition of company policy. Clarify the team structure and hierarchy from the beginning to avoid ambiguities that lead to conflicts.
4. Use empathy in conflict management
Before judging whether the conflict was caused by ego, disorganization, laziness or another reason, try to put yourself in the other person's shoes. Know the circumstances and life context of those involved.
Perhaps the reason for the conflict is a mere banality or the accumulation of small disagreements, but it is necessary to understand that each person reacts according to their personality and needs.
It may be that these employees have personal problems that affect their work. Help them by offering support when the person needs to calm down, or by offering time off.
5. Focus on solutions and not blame
Although it is important to identify those responsible for the conflict, it is even more important to focus on resolving the problem.
Before pointing the finger at someone, encourage the discovery and proposal of solutions to resolve the conflict, whether through internal conversations, workshops, team building or structural reorganizations.
But let your employees come up with the solutions themselves. Play the role of facilitator rather than solver. Offer ideal conditions for productive dialogue and encourage workers’ growth and autonomy.
6. Leave no issue unresolved
When left unresolved, conflicts are like snowballs that get bigger until they eventually burst.
To avoid this, it is essential to adopt two attitudes. The first is to try to resolve conflict sources from an early age. As soon as you notice any friction or disagreement between your employees, call for a conversation to understand what is going on.
The second is to leave no issue unresolved and explore all areas until the conflict is exhausted. You must not leave anything behind that could reignite the conflict later.
7. Create a positive work environment
To avoid conflicts at work, it is essential to promote a healthy work environment, where everyone feels that they are working towards the same goals and can openly communicate their difficulties, opinions and fears.
Some good practices you can adopt include:
- Create a feedback culture, through, for example, team building meetings and performance evaluation, and recognition of employees' efforts;
- Carry out onboarding of new employees, to ensure easy integration and make sure company policy and structure are understood;
- Offer communication workshops, to train skills such as active listening and constructive feedback;
- Propose brainstorming sessions to help understand problems and find new solutions together.
Conflict management in practice: How to apply?
These are some concrete conflict management actions to put into practice when mediating a disagreement between employees:
- Separate the parties involved when you notice that tempers are high and that the provocations are exaggerated;
- Bring everyone together when they are calmer to try to solve the problem;
- Keep a “cool head” and listen to everyone impartially, practicing active listening and showing empathy;
- Understand the motivations of each party and what they want to achieve;
- Explain to them that there is not just one way of looking at situations and that they need to be willing to make compromises to reach a solution;
- Do not accept disrespectful attitudes or direct attacks;
- Identify the common points on which both parties agree to propose solutions.
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