Workplace conflict refers to the disputes that arise between coworkers. Conflict is a natural human tendency, and can result in positive outcomes when people raise dissenting opinions in a fair and respectful way. When negative conflict becomes disruptive to your business or starts affecting other employees it can become a problem.
Workplace conflict affects morale, productivity and employee retention. It can be a cause for increased employee absenteeism and a poisoned workplace culture. If not managed quickly and effectively, it can permanently damage relationships between employees, between employees and leadership and become a waste of time and resources.
It can also be viewed as a failure of management, giving the impression that employees are not a priority. In a smaller business, where each team member relies heavily on each other, conflict in the workplace can take a massive toll.
Workplace conflict can come from a variety of sources. Most often workplace conflict stems from: perceived inequality, contrasting work styles, communication preferences, personality differences, cultural and diversity differences, unclear job roles or management expectations, limited or scarce resources, resistance to organizational change, leadership styles, discriminatory practices (intentional or unintentional), or poorly worded (or completely absent) company policies.
Finding out the source of your workplace conflict is key to resolving it.
Resolving workplace conflict
To resolve conflict in your organization, follow these key steps:
- Act immediately.
Do not wait for conflict to end; it will just fester. As soon as you are aware of conflict, get involved. - Recognize that conflict is normal.
It happens and will continue to happen wherever people interact with one another. As a manager you need to be prepared to handle it. Develop your conflict resolution skills to allow you to properly address conflict when it happens. - Encourage open communication.
Listen to all sides of the conflict and ask questions for clarification. You need to understand the core of the conflict. Create a safe space where employees can feel comfortable sharing their concerns without fear of reprisal. - Consider what is the best way to handle the conflict.
This could be facilitated discussions, coaching, or mediation. - Look for win-win solutions, and do not take sides.
Focus on mutually agreeable solutions. Encourage collaborative problem solving. - Lead by example.
Model desired behaviours such as active listening and problem-solving. - Promote a respectful culture.
Set clear expectations for workplace conduct by developing a robust respectful workplace policy and reporting procedures. Ensure that this policy is reviewed with each employee and manager and is a part of the orientation process for new hires. - Provide training on respectful communication and handling workplace conflict effectively.
- Eliminate ambiguity in job roles and management expectations.
Ensure that job descriptions are up to date and by have regular performance management meetings and reviews.
When conflict becomes harassment
If not resolved quickly, conflict can quickly lead to more extreme behaviour like harassment or bullying. A manager needs to be able to be able to tell the difference between the two.
Workplace conflict and harassment and bullying differ in several key aspects:
- Power imbalance – conflict happens between people with equal power, but in harassment or bullying one person attempts to exert control over another.
- Level of intent and repetition of behaviour – conflict is often a single event and is without malicious intent, whereas bullying is an intentional and repeated behaviour aimed at humiliating, offending or intimidating someone.
- Willingness to resolve the situation – in conflict there is a willingness resolve the situation. With bullying behaviour there is often no interest in seeking resolution.
Subtle signs of workplace bullying can be challenging for a manager to pick up on. Some behaviours to watch for are providing incorrect or withholding information, excessive or persistent criticism of someone else’s work, delaying or sabotaging someone else’s work, and isolating someone from social events or meetings.
It is vital for a manager to know the difference between conflict and harassment or bullying. Employers are required by law to handle harassment and bullying as set out in the legislation of their jurisdiction, including occupational health and safety legislation, federal or provincial legislation and human rights legislation.
We can help
It is also important to know that you are not alone—conflict can occur whenever and wherever people work together.
If you need any assistance with conflict in your workplace, updating or creating a workplace conflict policy, or even mediation or workplace investigation, please reach out to our team. We will work with you to find the best course forward.