Workplace conflict is inevitable at some point, regardless of how well a business is run. Communication is both the cause of and the remedy for conflict. Understanding how to effectively communicate and resolve disputes can lead to happier, more productive employees in the workplace.
It could be argued that a small amount of conflict in an organisation can be seen to be healthy as it allows individuals and their teams to hold healthy debates which could be instrumental in driving a business forward, creating a good energy in the workplace.
No matter how big or small your business is, you will encounter change as part of your business journey. How you deal with or manage this change could really impact your business going forward. An organisation needs to evolve and adapt to stay in business, which means change is unavoidable, whether that is a staff re-structure, acquisition of a new business, or a new shift system being implemented.
No matter how big or small your business is, you will encounter change as part of your business journey. How you deal with or manage this change could really impact your business going forward. An organisation needs to evolve and adapt to stay in business, which means change is unavoidable, whether that is a staff re-structure, acquisition of a new business, or a new shift system being implemented.
However, bad conflict is not good for business. At a time when certain skills are in short supply and good employees take time to attract, recruit, train and retain, the impact of such conflict between employees on a day to day basis can significantly impact performance, productivity and team relationships. If swift action is not taken, it can snowball, leading to disgruntled staff, people leaving and fragmented relationships in the team.
The key is to deal with the conflict as quickly and effectively as possible whilst trying to reach a solution that works for both parties in a constructive way.
One option here is mediation. Something I am a big believer of and even qualified as a trained mediator in July 2014 so I could practice it myself and resolve situations I was seeing repeatedly in organisations.
Bringing in a trained, independent mediator like myself to work with the parties involved to help them find a positive resolution to their situation can work wonders and doesn’t have to be as scary as it sounds! In fact, evidence suggests that qualified mediation outcomes are more sustainable than those imposed on individuals by managers who just want matters resolved.
Mediators don’t judge or blame those involved, nor do we tell people what to do. We create a forum for parties to seek a new understanding and a way of working. We listen carefully to what the parties have to say, ask questions to share information, and offer a structured environment to address any issues. Our aim is to help those caught up in the conflict to find a solution that is focused and encourages them to agree expectations and goals they can both commit to.
In my 20+ years of HR, I have seen lots of issues that could have been resolved sooner through mediation, saving lots of headaches, time and money further down the line. This is one of the reasons for me writing this blog. I am keen to educate businesses and to encourage them to think about taking steps to resolve any conflicts at an earlier stage, rather than bring someone like myself in when the relationship has well and truly broken down and the organisation has reached the stage where other formal processes have to be carried out before mediation can even be considered.
When things have been allowed to go too far, or have not been properly dealt with by the business, this increases the risk of tribunal claims and the organisation could be held responsible for not dealing with matters such as bullying or discrimination, resulting in some potentially high costs. Early intervention is key before the risk grows as well as the potential costs.
Here are my top tips for resolving conflict in the workplace:
Top tips
1. Actively listen – Use open questions such as ‘tell me what happened?’, ‘what happened next?’ and ‘how did you feel?’.
2. Be Empathetic – Try to put yourselves in their shoes to gain an understanding of their situation and consider the impact this may have had on them.
3. Don’t make assumptions – Be objective and open-minded and keep summarising to make sure that you’ve heard and understood them correctly.
4. De-personalise the problem – This can be difficult but encourage individuals to talk about their observations and feelings rather than attacking the other person. If people feel attacked or judged they may become guarded, defensive or emotional.
5. Focus on each person’s interests and their needs – Get them to explain what they need and why this is important to them. This can lead to solutions and goals being identified.
For more information on mediation and our other HR services, go to https://www.yourpeoplematter.com/workplace-mediation/, call 07540 543655 or email mary@yourpeoplematter.com.