Conflict resolution in the workplace

Picture this: It's a regular work day and you're going about your usual routine. Suddenly, a colleague approaches you with a look of frustration on their face. A few exchanges later, your voices rise and you're arguing over a project you both worked on.  

Many people can relate to workplace conflict, as it can occur in any working environment. Conflict resolution is a valuable skill. It can allow you to directly address problems and find favourable outcomes. When resolving conflict, the goal isn't to win but to find a fair solution that benefits all people involved. This article will discuss the following topics to help you learn how to resolve workplace conflict: 

• What is conflict resolution? 
• Why is conflict resolution important? 
• How to resolve conflict in the workplace 
• Tips for conflict resolution 
• Conflict resolution skills 
• Conclusion 
• FAQs 

What is conflict resolution? 

The Harvard Law School's Program on Negotiation defines conflict resolution as the process that two or more parties use to find a peaceful solution to their dispute. Many disputes occur from differing opinions on a matter. Other times, it's simply a matter of personalities clashing on a specific topic. 

Conflicts can happen frequently in the workplace, and with a working population as diverse as Singapore's conflict can arise from many different places. Here are some ways conflict could occur in this setting: 

• Miscommunication: Workplace conflict can occur when messages are unclear. People can misunderstand or misinterpret these messages. This may later cause conflict. 
• Language differences: There are four recognized languages in Singapore, Malay, Tamil, English, and Singaporean Mandarin. Language differences in the workplace can cause conflict as communication can be more difficult.  
• Creative differences: Employees are unique and creative. Too many ideas and suggestions can cause problems for creative projects. 
• Conflicting goals: Teamwork is key to the success of any organisation. When team members focus on individual gains, they forget about working together to achieve shared goals. 
• Poor work habits: Having a co-worker with poor work habits can create poor-quality work. Compromised work standards and unmet company expectations can create conflict in the workplace. 
• Personality clashes: Since Singapore has such a diverse population and houses a variety of cultures, this can lead to personality clashes on a team. Having people who don't work well together can cause tension and conflict. 

Why is conflict resolution important? 

The way we handle workplace conflict is important. It helps to foster healthy relationships and maintain a productive work environment. Leaving conflict unresolved can negatively impact company culture and make the workplace hostile. In more severe cases, continued conflict can lead to legal problems. 

Effective conflict resolution can provide a conducive working environment for all employees. These workplaces increase morale, create strong working relationships, and help accomplish company goals. 

How to resolve conflict in the workplace 

Here are some steps to follow if you ever find yourself caught in the middle of a workplace conflict. These steps can help address the situation and prevent conflict from occurring often: 

Take a moment for yourself 

A resolution will not be possible if the employees involved still feel upset or overwhelmed. Distance yourself from the situation before trying to talk to the other person. Compose your thoughts, and figure out how to communicate your side without fueling the conflict. 

Have a conversation with the other person 

After pulling yourself together, it's time to have the actual conversation. Set ground rules and identify solutions. Have the conversation sooner than later to avoid creating a tense working environment. When addressing conflict, avoid yelling or using hurtful words. 

Listen to the other side of the story 

In conflict resolution, active listening plays just as important of a role as talking. It's perfectly alright to advocate for yourself. But you should also acknowledge that the other person has a different perspective. A better understanding of their perspective can help in solving workplace conflict. 

Identify points of agreement or disagreement 

Figure out where your opinions meet, and focus more on where you agree rather than disagree. This can help you and your colleagues come to a resolution and discover where your values align. 

Develop a plan to work on the conflict 

Determine your employees' expectations. Commit to a concrete resolution, ensuring all employees agree to the plan. Your colleagues should understand and agree to the actionable next step. 

Follow through with the plan 

Hold yourself and the other person accountable. Be open to continuing the conversation if needed as well. It also helps if you have an unbiased third party – a colleague or a manager – who can check in on the situation and help in resolving conflict. 

Tips for conflict resolution 

Conflict resolution is a crucial skill for employees to have in the workplace. While the way we address conflict will always depend on the context of the situation, some tried and true best practices have proved to be helpful. Here are some conflict resolution strategies you can use: 

• Monitor your body language: Avoid crossed arms and wandering eyes, as this may appear hostile. Use open and inviting gestures, such as smiling or nodding your head. These gestures show that you're paying attention to the conversation. 
• Use neutral language: Be thoughtful about your word choice and tone of voice. Avoid using emotional or accusatory words or speaking harshly or unfairly. These actions can worsen the disagreement.  
• Practise active listening: Be aware of how you talk, listen, and process information. Engage with the person you're speaking with and be open to understanding their side of the conflict.  
• Consider asking someone to mediate: A neutral third party can help manage conflict and diffuse a tense situation. Seek out someone that both employees respect and trust to assist the conversation. 

Conflict resolution skills 

The reality is that conflicts will be part of any workplace. People may do their best to avoid arguments with fellow employees but there's always the possibility of a misunderstanding. The next best thing anyone can do is develop conflict resolution skills. These skills help effectively de-escalate any tense situation. In doing so, you can create a safe space to discuss all viewpoints and discover collaborative solutions. 

Some helpful skills in resolving conflict include: 

• Active listening: When you listen actively, you're focusing and responding to a conversation that promotes mutual understanding. In doing so, you prioritise understanding the side of the other person over defending your stance on the matter. 
• Teamwork: Working together is essential in conflict resolution. For a resolution to happen, all employees involved must commit to finding common ground. Working as a team allows everyone to move forward and overcome the misunderstanding. 
• Communication: Open and effective communication is the best approach to minimising conflict. Learn to communicate effectively to avoid confusion with teammates. 
• Problem-solving: Prioritise resolving the conflict over winning an argument. Focus on your next steps to address the problem, and hold each other accountable for following through on agreed interventions. 

Conclusion 

The field of conflict resolution is constantly growing. Often, there are new techniques to learn and apply to how you handle conflict at work. Consider attending workshops and listening to podcasts on any new resolution processes. 

Healthy organisations need to know how to handle conflict. When people listen actively and understand the sides of all affected employees, they can agree on a solution that minimises conflict in the workplace. These can lead to greater empathy in the workplace and a more harmonious working environment.  

FAQs 

Here are common questions about dispute resolution: 

1. What are common types of workplace conflicts? 
   ⁠Most workplace conflicts fall under five general types. These include: 
   ⁠
   ⁠Leadership conflict: This type of conflict occurs when leaders of an organisation struggle with decision-making and best practices for leading and managing their team. 
   ⁠Personality conflict: This conflict type happens due to personality clashes. It causes different work and communication styles, making collaboration a challenge. 
   ⁠Creative conflict: This conflict happens when team members have different ideas on how to approach a creative project and are unable to find a solution that includes all ideas. 
   ⁠Work-style conflict: This conflict arises when employees have different expectations about how other employees should work.  
   ⁠Task-based conflict: Task-based is the workplace conflict type that happens when different groups of workers work on assigned tasks that conflict with each other. 
   
2. When should I involve management or HR? 
   ⁠Management or the HR department should become involved in workplace conflict when behaviour violates the company's policy on workplace conduct. This could include verbal abuse toward a colleague or when arguments prevent work from getting done.  
3. What if a conflict persists despite attempts to resolve it? 
   ⁠When this happens, the appropriate next step is to involve higher authorities. These third parties understand conflict management and can guide workplace disputes. They can often present solutions for those involved to consider. 
4. What are the long-term benefits of resolving workplace conflicts? 
   ⁠An organisation that knows how to handle workplace conflict can create a culture of open communication, trust, and collaboration among its employees. A healthy and conducive working environment can result in long-term success and increased productivity, employee retention, and overall satisfaction.