Conflict Management in the Workplace 

Conflict has always been a part of human history. There has never been a civilization or people that have not come into contact with conflict. It is an inevitable element of mankind, so it is unsurprising that many people deal with conflict in the workplace.

Because of the universality of conflict, having conflict in one’s employment does not mean you are in a hostile, unhealthy work environment. In fact, there are many forms of conflict that can be constructive, such as conflict that causes a forward movement in communication processes, procedures that motivates change, or that provides for the personal understanding for another person. Of course, conflict can be destructive, but if handled properly, it also has the potential to propel people and organizations forward.

Before diving into strategies to manage conflict, I want to state that conflict should not be avoided. Many people say “conflict resolution” when they speak about fixing an issue. Conflict does not need to be fixed, it needs to be managed. An article published in the International Journal of Conflict Management, titled “Toward a Theory of Managing Organizational Conflict,“ states “Conflict resolution implies reduction, elimination, or termination of conflict.” As conflict can have numerous benefits, it should not be eliminated or terminated, but rather, managed effectively in order to yield positive and constructive results. In order to do this, one must be equipped with the correct communication tools in order to get the best result possible. 

Communication tips for managing conflict in the workplace:

Act Rationally

It is easy to be dominated by your emotions, and to disregard rationality. This is especially common when you let the conflict fester by ignoring the first instances of the contentious behavior. If something bothers you, do not wait until the person has done it multiple times. Do not let the pot boiler over. Bring the issue up the first time.

However, before entering into a conversation about an issue you are feeling, symptomize the issue. Do not act on impulse. Symptomizing the issue means finding the root cause of the problem. After symptomizing, organize your thoughts and talking points before entering into a conversation. The book, Communication at Work, states, “The wise workplace communicator recognizes when emotions are extreme in themselves or others, and choose to wait to communicate, problem-solve, or negotiate until after the dust has settled and the moment passed.”

Define & Reiterate the Problem

When conflict arises, it is imperative the parties involved have the same understanding of the issue at hand. Reiterating or paraphrasing the problem furthers the understanding between both parties. Not only does paraphrasing summarize key facts, but it also reflects on emotions; this is key to de-escalating the situation and validating the other person’s experiences.

Privately and Personally

Conflict should only be handled between the parties that are involved. For example, if you and your boss are fighting over an issue, do not bring your co-workers into the conversation. This is when conflict management can become destructive. If you work in an open-concept office space, do not bring the problem up where all of your co-workers can hear you. Take the conversation to a private room or off-site, understanding that emotions can be contagious in an organization.

Use ‘I” Statements

Entering into a discussion regarding a problem can heighten emotions, causing you to deflect from the initial purpose. Natalie Semczuk, and the author of The Digital Project Manager, states, “By framing your thoughts around yourself, you avoid placing blame or focus on emotions and reactions, which helps stick to the facts and solutions to an issue.” During a conversation, you do not want to insinuate that the other person is fully responsible. Utilizing “I” statements helps keep the emotions low and avoids blaming others for the problem.

Conflict, if approached in the right way, can ultimately lead to many positive outcomes for an organization or a relationship. Using these key tips will help you successfully manage any workplace conflict.